Unplanned Work Contributing to Increased Anxiety

The "State of Unplanned Work Report 2020" reveals that most companies are unprepared for the rising trend of unplanned work, particularly in response to customer-impacting technology issues, which adversely affect productivity, innovation, customer experience, and employee well-being. The survey indicates that over 30% of companies face at least one major technology issue weekly, with many learning of these issues from customers, leading to stress, revenue loss, and reputational damage. A significant portion of IT professionals globally have experienced over 100 hours of unplanned work annually, impacting innovation and business priorities, and prompting many employees, especially in the APJ region, to consider leaving their jobs due to increased stress and reduced work-life balance. The report emphasizes the critical role of automation in mitigating unplanned work, as companies with automated response processes experience less unplanned work and improved employee satisfaction and retention. The findings underscore the urgency for businesses to adopt automation to prevent escalating costs, employee turnover, and loss of customer trust.