The cloud-takes-shapev3

The cloud takes shape
Global cloud survey:
the implementation challenge

kpmg.com/cloud

KPMG INTERNATIONAL

Contents
Foreword What you should
take from
this report

3 4
10
Setting expectations:
Cost reduction
is a given, but
transformation is critical
Tackling the

6
practicalities:
The implementation
challenge

14
Aiming for the
blue sky:
Managing legal
and regulatory
concerns
Taking a sober look

18
at security:
Comfort increases
but challenges remain

22
Conclusion

From liability to

25
opportunity:
The role of tax in
the cloud

26
Acknowledgements

About the Survey 27

© 2013 KPMG International Cooperative (“KPMG International”), a Swiss entity. Member firms of the KPMG network of independent firms are affiliated with KPMG International. KPMG International provides no client services. All rights reserved.

Foreword
Cloud has finally started to move beyond the hype and into the
very fabric of today’s enterprise. Organizations around the world
are gaining valuable insight into not only the potential benefits of
cloud, but also the practical challenges of adopting these highly
disruptive technologies.
With a majority of organizations now claiming that said, it is clear that – with greater
to have adopted cloud into at least part of their experience and a few hard-won lessons –
enterprise, we are now seeing the market executives continue to believe that the benefits
mature: new lessons learned, leading practices of cloud adoption far outweigh any growing
and challenges are emerging and a body of pains that they may experience through
knowledge is starting to form. implementation. What these executives
must recognize, however, is that in order
as such, we have once again partnered with
to reap the full benefits of cloud adoption,
Forbes Insights to conduct our annual survey
their organizations must also transform their
of cloud adopters. this report is based on the
business processes, or they run the risk of
responses of more than 650 senior executives
misinterpreting the short term It savings
in some 16 countries representing multiple
as success, while the longer term strategic
industries. their opinions and responses
business objectives go unrealized.
provide a valuable perspective on the
challenges and complexities facing today’s this report makes a compelling read for
organizations. any organization that is either planning or
implementing a cloud strategy, and provides
Based on the responses of our survey
some practical and actionable advice for
participants and the experience of KPMG’s
enterprises and their executives. When
cloud leaders, this report clearly indicates that
combined with our companion report,
the cloud marketplace for both adopters and
Breaking through the cloud adoption barriers,
providers is quickly expanding and maturing. But
a global survey of cloud service providers,
the report also finds that the resulting journey is
a comprehensive view of the current cloud
proving more complicated and challenging than
environment begins to form.
many had originally anticipated.

Steven Hill Rick Wright
Global Leader of Global Cloud Enablement
Innovation, Advisory Program LeaderT

The cloud takes shape 3


What you should take from this report

There is no longer any doubt that, as a critical set of
In some ways, success enabling technologies, cloud can significantly impact
really comes down to how any organization conducts its business. As
the tone at the top of the cloud begins to become more mainstream within the
organization in terms of business environment, we are seeing organizations
how critically they view move from the ‘when and why’ of the cloud adoption
cloud as an enabler and process to instead focus on the ‘how’.
potential differentiator
for the business.
Those with a highly
developed sense of
enterprise will gain
the most from the
cloud. Getting the timing right A maturing perspective
As organizations gain more experience on cloud
Bryan Cruickshank in the cloud and start to shift more How can organizations gain the full
EMEA Region and more core business functions benefits of cloud? How can they
Cloud Leader, onto cloud platforms, we are seeing reduce the impact of change in a
KPMG in the UK a growing recognition that cloud positive and meaningful way? How
adoption is significantly more complex can enterprises truly capitalize on
than originally anticipated, particularly cloud’s transformational potential?
in terms of data management, system
Our research finds that – as the
integration and the management of
market matures and organizations
multiple cloud providers.
gain much-needed experience
One of the most important lessons and capabilities in the cloud – a
uncovered by this year’s research marked shift is underway within the
is that business process redesign enterprise. The data in this report
must occur in tandem with cloud demonstrates that a greater focus is
adoption if organizations hope to being placed in new areas including
achieve the full potential of their cloud getting the business process redesign
investments. Simultaneous process right, facilitating appropriate change
redesign will also better address processes and business model
the complexities that often arise in improvements, and moving more
the implementation and operational core functions to the cloud.
phases. Moreover, process redesign
programs must also take into
consideration the complexities and
adoption costs associated with cloud
implementation.

4 The cloud takes shape


Taking a more strategic Turning challenges into
approach opportunities
This survey also demonstrates that Our report also finds that cases, they are establishing policies
most organizations have started to organizations are starting to more and procedures that enable them
shift their focus away from pure cost clearly understand some of the other to modify their cloud strategies
reduction objectives and are instead aspects of cloud that can either and address future regulatory
taking a more strategic approach significantly enable or impair their requirements as they arise, and are
to cloud. This is welcome news. If organization’s ability to reap the thereby developing a competitive
organizations do not approach cloud rewards of cloud adoption. advantage for the future.
within the context of their long-term Similarly, our research finds that
Business leaders have started to
strategic objectives and planning, organizations are approaching the
recognize that cloud adoption should
true business transformation will tax structure of cloud deployments
improve security rather than lessen
never be realized. more proactively and strategically,
it. As such, we are seeing business
This strategic approach must include executives work much more closely rather than as an afterthought to
ensuring skills and resources with IT to develop a joint approach implementation. Many are finding
are in place for proper cloud on cloud security that focuses on that proactive tax planning and risk
implementation, that enhanced ensuring that their data, applications mitigation can make a significant
governance procedures exist for and intellectual property are reliable, difference in the company’s tax
both cloud systems and provider accessible and safe. position and therefore positively
management, and that operating impact the overall cloud business case.
Adopters are also starting to prepare
processes are overhauled and
for the inevitable complexities that
guidelines are developed to reflect the
will arise from today’s changing
changing operating environment that
regulatory environment. In many
is introduced and enabled by cloud.



Setting expectations:
Cost reduction is a given, but transformation is critical

This survey demonstrates that cloud adopters
Cloud is much more are starting to focus on achieving the
than just another IT transformational benefits of cloud.
cost reduction lever.
Rick Wright
When asked about the objectives that Interestingly, IT respondents were
Global Cloud Enablement more likely than their business
their organizations expect to gain from
Program Leader, cloud, two of the top three objectives counterparts to cite either cost
KPMG in the US identified by business executives reduction objectives or speed to
were opportunities for cloud to adoption benefits of cloud adoption.
enhance new market entry and drive
Survey results indicate that cost
business process transformation,
savings are already being achieved
both of which are key enablers of
through cloud adoption. Seven
greater business effectiveness.
in 10 respondents either agreed
Today’s organizations are placing or strongly agreed that the cloud
more emphasis on determining how environment had delivered significant
to leverage cloud to enable business efficiencies and cost savings, which
transformation. So while cost in turn is creating a greater appetite
reduction was cited as a key objective and acceptance of cloud within the
by almost half (48 percent) of all boardroom and wider enterprise.
survey respondents, our research
seems to indicate that cost reduction
is becoming the base-level benefit
sought from cloud. The ability of cloud
to help speed adoption within the
organization was noted as an objective
by 28 percent of respondents.



What are the key objectives behind your
current approach to cloud adoption? Business executives
are starting to fully
20% appreciate the potential
transformative value that cloud
48% can bring to the enterprise.
22% Total Rick Wright
Respondents
Global Cloud Enablement
(n = 674)
Program Leader,
KPMG in the US
27%
28%

21%

41%

Business
24% Executives
(n = 287)

21%
24%

20%

52%
20%
IT Executives Cost reduction
(n = 387) Speed to adoption
New market entry
29% Business process
transformation
34% Improved alignment/
interaction with customers

Source: KPMG International’s Global cloud survey: the implementation challenge



Are cloud environments delivering signiﬁcant efﬁciencies and
cost savings today?
70 percent of
respondents believe 5 − Strongly agree 32%
that cloud is delivering
efficiencies and cost 4 38%

savings today.
3 21%

2 5%

1 − Strongly disagree 1%

0 10 20 30 40 50

Total respondents (n = 674)



KPMG viewpoint:
The transformative value of cloud
Rick Wright
Global Cloud Enablement Program Leader, KPMG in the US

With our survey showing that more than half of business, and that some of the benefits will only
organizations are already working in the cloud, it is start to have a significant impact a couple of years
encouraging to see that cost reduction and speed down the road.
to adoption remain high on the list of objectives for
Indeed, gaining real cost savings from the cloud is
executives. These benefits were always central to the
about more than simply moving from fixed costs to
cloud value proposition, and the fact that so many
operating costs; the greatest cost savings – and,
enterprises continue to see them as key objectives
more importantly, the transformational business
shows that experience in cloud environments has not
benefits – will come from the longer-term outcomes
seemed to dull these anticipated gains.
such as more efficient processes, more flexible
But the survey findings also show that organizations operating models and faster entry into new markets
are beginning to recognize that cloud is much more and geographies.
than just another IT cost reduction lever. This is
However, adapting existing business processes to
illustrated in the gap between how IT and business
the new cloud solution may be more complex today
leaders view the cloud. Essentially, the IT function
than in the past when IT organizations tended to
sees cloud as a strategy to run their business more
purchase a ‘best fit’ package and then customize it
efficiently by reducing costs and enhancing agility,
to their existing business processes. Today, those
two of the biggest challenges for most IT leaders.
business processes that are embodied in cloud
The fact that the business is less focused on these services are limited in the amount of customization
objectives indicates that they see these challenges that organizations can drive, forcing the business to
as being the purview of the technology function and – think through how they most effectively adapt their
rightly or wrongly – assume that IT is taking every business processes to align to the cloud service.
opportunity to achieve these operational objectives
As my colleague at KPMG in China, Egidio Zarrella,
already.
Clients and Innovation Partner, and Cloud Leader,
These results also suggest that business executives notes, “Organizations need to recognize that
are starting to fully appreciate the potential cloud adoption is far more than a technology
transformative value that cloud can bring to the implementation project; it’s a transformative journey
enterprise. And, having experienced some of the that will catalyze change across the organization. As
immediate benefits of the cloud, many are now such, it is critical that organizations dedicate sufficient
starting to look deeper into their operating models to budget over appropriate timelines to support the
see how these advantages can be extended into the transformative change that will need to occur as cloud
wider enterprise. is rapidly adopted into the enterprise. ”
To achieve these benefits, however, it will be While process transformation via the cloud is key
imperative that strong emphasis is placed on to achieving real and lasting benefits, getting there
understanding cloud’s strategic potential and will not be simple. It will require business leaders
incorporating that into not only the overall business to work with IT to develop innovative strategies and
strategies, but also the cloud investment plans and plans to redefine and overhaul operating models
technology architecture roadmaps. and processes in order to take advantage of cloud
capabilities. Otherwise, these transformational
Ultimately, executives of all stripes will need to
benefits will remain vague and aspirational, as has
remember that cloud is not a short-term fix for the
been the case with some early cloud adoption efforts.



Tackling the practicalities:
The implementation challenge

Our survey indicates that some of the biggest
Implementation and challenges facing cloud adoption relate to the
integration challenges implementation of cloud services. One third of all
are critically important respondents said they had found costs related to
to overcome as – if they implementation were higher than expected, while
are not adequately 31 percent indicated that the process of integrating
addressed – they can existing IT architecture with new cloud services was
threaten both the ROI creating challenges.
and business benefits
of cloud, particularly
as adoption levels
A critical challenge to cloud majority of respondents said that
increase and pull success is that many respondents they rely primarily on in-house
in more core do not seem to have the right resources rather than external
and strategic skills to match their cloud plans providers or consultants for their
and ambitions. When asked how cloud implementations, with higher
applications and skilled their organizations were numbers in Asia Pacific and the
systems. at overcoming these challenges, Europe, Middle East and Africa
respondents said that integration (EMEA) regions.
Steven Salmon with existing architecture was one of
Survey respondents also noted that
Principal Advisor, the areas where their organizations
they are increasingly concerned
demonstrated the least amount
KPMG in the UK of skill. And while their skills in
about the loss of control that
may come from moving data and
managing implementation costs
processes into the cloud. This
were ranked somewhat higher, they
concern is most keenly felt in the
still fall behind in more complex
Americas where there has been
areas such as legal and regulatory
greater cloud experience and
compliance and tax.
uptake to date, illustrating that this
It was somewhat surprising, concern may grow with greater cloud
therefore, to find that a significant experience and usage elsewhere.



The ability to develop and deliver an
integration capability within IT will
be a key success factor for CIOs and their
organizations going forward.
Steven Salmon
Principal Advisor,
KPMG in the UK

Which of the following are the key challenges of your approach to cloud adoption?

33% 31% 30% 30% 26%

Implementation/transition/ Integration with Data loss and Loss of control Lack of visibility into future
integration costs too high existing architecture privacy risks demand, associated costs

26% 26% 21% 18% 18%

A lack of standards General Risk of intellectual Legal and regulatory Transparency of operational
between cloud providers security risks property theft compliance controls and data
(interoperability)



How skilled do you feel your organization is at overcoming these challenges?
(Using a scale of 1 to 5, with 5 being the highest)

Legal and regulatory compliance 4.18

Uncertain tax implications 4.03

Dissatisfaction with offerings/performance/pricing from vendors 4.03

System availability and business continuity risks 3.96

Implementation/transition/integration costs are too high 3.95

Measuring ROI 3.76

A lack of standards between cloud providers (interoperability) 3.75

Lack of maturity of providers 3.72

Integration with existing architecture 3.67

Not sure the promise of a cloud environment can be realized 3.51

0 1 2 3 4 5
Source: KPMG International’s Global cloud survey: the implementation challenge Total respondents (n = 674)



KPMG viewpoint:
Understanding the reality of implementation and integration
Steven Salmon
Principal advisor, KPMG in the UK

the rise of cost and complexity as major cloud outsourcing, which also must be integrated into the
implementation challenges is inevitable, in part mix and managed alongside cloud efforts.
because of some common misconceptions and hype
according to the survey, organizations are starting to
surrounding cloud. Cloud is not simply a ‘buy, bolt
dedicate a larger portion of their It budgets towards
on and go’ solution. rather it requires organizations
cloud implementation and subscriptions. But given
to fundamentally transform the way they procure,
that – in most organizations – overall It budgets are
manage and use their It applications and services
only growing in the single digits, many organizations
which, in turn, drives up the cost and complexity of
will likely struggle to determine where best to
implementation.
decrease other types of It spend.
In the context of the hype, confusion and simplistic
We therefore believe that the ability to develop and
vendor models, we come across organizations that
deliver an integration capability within It will be a key
have assumed that cloud could be implemented within
success factor for CIos and their organizations going
their existing business and It architecture without
forward. So while some observers suggest that cloud
recognizing the significant transformation that must
will diminish the role of the CIo, particularly as It
occur before cloud benefits can be fully gained.
decision-making and budgeting move further into the
However, the findings in this survey indicate that – as business, we see the CIos role as becoming ever-more
organizations gain more experience in the cloud – they critical as the business’ service integration broker on a
are increasingly starting to recognize that it is not commercial level, a process level and a technical level.
simply a case of flipping a switch; business process
this survey has also shown that control and governance
redesign, It management capabilities, systems
risk have moved up the It and business agenda as more
integration, infrastructure and configurations are all part
of the core processes move into the cloud. Given that
of the transition process and each require investment
the ownership of cloud within the organization is often
to get it done right.
fractured within the separate business functions, the
respondents also tended to underestimate the costs lines of risk ownership are rapidly becoming blurred. as
and complexity of integrating multiple cloud provider such, it will be critical that organizations address and
platforms and traditional systems into cohesive and understand the various elements of loss of control –
interoperable business services that span functions whether that be technical, legal or regulatory – as part
across the organization. the reality is that most of their implementation and integration planning.
organizations will engage with many cloud service
Given these concerns and challenges, a number of
providers to support different business processes and
organizations are saying that the cloud is not yet ready
functions but – with no clear industry standards yet in
for adoption. and while that is debatable, the real
place – will find the process of ensuring interoperability
question for them should not be whether the cloud is
to be rather complex. this is especially true for
ready for them, but rather whether their organization is
organizations that have already adopted alternative
ready for the cloud.
service delivery models such as shared services and
T


Taking a sober look at security:
Comfort increases but challenges remain

Not surprisingly, challenges relating to security
Executives must and privacy continue to rank highly on the list of
ensure that they concerns for both IT and business executives.
have thought carefully However, the data indicates that organizations are
about creating a cloud becoming more confident in the security of cloud
security strategy. providers.
Greg Bell
Principal, Whereas in our 2011 survey, security less frequently identified. Other
KPMG in the US ranked as the top challenge facing key security challenges were also
executives, in this year’s survey, noted, including legal and regulatory
security-related challenges such as compliance – which is often security
data loss and intellectual property related – and system availability and
theft ranked below other issues business continuity risk.
such as integration challenges and
However, when asked how
implementation costs.
challenging they believed each
This does not mean that security of these problems to be, survey
is no longer a key issue for respondents rank security-related
executives. Of the possible security challenges as some of the most
concerns, data loss and privacy difficult to overcome, indicating that
risks were cited the most often they still have not come to grips with
by respondents, while general the extent of the security-related
security risks and risk of intellectual challenges that they face.
property theft were only somewhat



Security-related challenges to cloud adoption
The fact remains
that security
is still a significant
concern for business
and IT leaders.
30% 26% 21% 18% 16% Greg Bell
Data loss and General Risk of Legal System availability Principal,
privacy risks security risks intellectual and regulatory and business
property theft compliance continuity risks KPMG in the US
Note: Value will not add up to 100 due to extraction of data.

How challenging do you believe each of these areas to be?
(Using a scale of 1 to 5, with 5 being the highest)

Risk of intellectual
4.21
property theft

Data loss and privacy risks 4.19

General security risks 4.11

System availability &
4.03
business continuity risks

Legal and regulatory
compliance 3.95

0 1 2 3 4 5




In which functional areas of your business are you using cloud-enabled services today, and which
are you likely to adopt within the next 18 months?

Within Within
Now Now
18 months 18 months

Finance,

57% 30% 41% 35%
accounting/
HR ﬁnancial
management

Business
IT
management 54% 32% intelligence/
analytics
41% 35%

Email/
collaboration
software
53% 33% Security
management 40% 33%

Sales/
marketing 52% 33% Content
management 39% 35%

Customer
care 51% 32% Sourcing and
procurement 36% 37%

Ofﬁce tools/
productivity 51% 34% Tax
36% 35%

Supply chain
and logistics 42% 35% Operations,
manufacturing 35% 33%




It is worth noting that concerns logistics; finance, accounting and
related to security do not seem to financial management; business Functions that – until
be slowing cloud adoption. In fact, intelligence and analytics; and
more than a third of respondents even tax. Clearly, this indicates that just recently – were
suggest that their organizations organizations continue to move more considered too sensitive
will adopt cloud within the next core and sensitive data and processes
18 months in areas such as sourcing to the cloud, despite ongoing security
or complex for cloud are
and procurement; supply chain and concerns. now being put on the table.
Greg Bell
Principal,
KPMG in the US

KPMG viewpoint:
Confidence in security grows
Greg Bell
Principal, KPMG in the US

While the data shows that security-related concerns Most importantly, developing a robust cloud security
are still top-of-mind, the real story underlying these strategy will require IT and the business to work
findings is that organizations are quickly gaining more closely together to ensure that the organization’s
confidence in the security of their cloud services security posture and approach are well thought
providers. out and articulated. The business, for example, will
need to decide how fast they need their data, how
Through our experience conducting dozens of cloud
accessible it needs to be and what level of security
security reviews, we have found that – with few
is appropriate. The technology function, on the
exceptions – leading service providers tend to have
other hand, will need to translate those needs into
a very firm grasp on security. In most cases, these
specific security requirements and then manage
providers offer robust and resilient security measures
their providers to maintain and monitor those security
and controls that may enhance some companies’
protocols and controls.
security rather than diminish it.
The reality is that Information Security (IS)
Although some organizations are starting to realize
departments will continue to guard the organization’s
that the cloud environment is often as secure as
key information assets, whether or not those assets
traditional internal IT systems and architecture,
are stored in-house or in the cloud. But this movement
security remains a significant concern for business
to cloud will require IS leaders to start thinking and
and IT leaders.
communicating about security in terms of how it
This in no way means that security should slide down impacts the business operations and the services they
the cloud agenda. In fact, before organizations move use, rather than the security of infrastructure such as
one piece of data into the cloud, they must ensure servers and networks.
that they have thought carefully about creating a cloud
The bottom line is that the business and its executives
security strategy that takes into account the broad
don’t need to understand the nitty-gritty of cloud
array of service providers that the organization may
security; they do, however, need to know that their
engage. Ideally, this will include key measures for
data, applications and intellectual property are
data security, integrity and availability.
reliable, accessible and safe.



Aiming for the blue sky:
Managing legal and regulatory concerns

While experience shows that legal and regulatory
It will not be long compliance is often a complex challenge for many
before regulators organizations, and can vary from one region and
start to enforce new industry to the next, only 18 percent of respondents
rules that will have a said it was impacting cloud adoption within their
significant impact on organization. However, this result is likely to be more
a function of complacency or lack of awareness of
the way organizations
regulatory challenges and risks than of buyers’ skills
(particularly global
or prowess at actually addressing these challenges.
ones with cross-
border activities)
use the cloud. regional differences emerged from compliance as a key challenge in
the data, with respondents from the their approach to cloud adoption than
Shahed Latif americas around 10 percent more respondents from asia.
Principal, likely to cite legal and regulatory
KPMG in the US

Key legal and regulatory challenges to cloud adoption by industry

Retailers, restaurants 40%

Academia 25%

Financial services 23%

Technology 20%

Diversiﬁed industrials/manufacturing 17%

Healthcare and pharmaceuticals 13%

Consumer goods manufacturers 12%

Energy and natural resources 11%

Government/public sector 9%

Other 9%

Communications and media 7%

Non-proﬁt 7%

Food and drink manufacturers 7%

0 10 20 30 40


R

Key legal and regulatory challenges to cloud adoption by region
Given the
18% 22% 17% 13% quantum
of government
investment into this
area and the mass
of infrastructure and
capabilities already
Total respondents Americas EMEA ASPAC available in the market,
we fully expect that –
once China clarifies
some of the remaining
legal and regulatory
questions – the country will
quickly become one of the
fastest and most dynamic
A
cloud markets in the world.
O Egidio Zarrella
Clients and Innovation Partner
and Cloud Leader,
KPMG in China



Organizations need to first
understand how cloud
will impact compliance across
each of the jurisdictions they
operate within.
Shahed Latif
Principal,
KPMG in the US

KPMG viewpoint:
Increasing regulation on the horizon
Shahed Latif
Principal, KPMG in the US

ask any executive to list their top three business Most global organizations over the past few years
challenges this year and you are likely to find both have largely decentralized their global compliance
cloud and regulation at the top of the list. Yet few standards to allow local alignment and more direct
seem to be aware of the complex challenges that arise lines of responsibility. But once their data starts
when you combine the two. to become aggregated in the cloud, they are often
opened up to unanticipated exposure to regulation
that being said, while somewhat problematic, it
that may seriously impact their proposed cloud
is not entirely surprising that legal and regulatory
operating model.
compliance was low on the list of cloud considerations
in this survey. For one, there are few regulations according to KPMG’s survey of cloud providers1,
specifically related to cloud in most major markets. most major vendors have now started to develop
Some, like the US, the UK and China, are slowly their global compliance frameworks, largely to help
moving forward with various efforts to standardize them expand their reach into new foreign markets
aspects of cloud, such as the FedraMP initiative and highly regulated industry sectors. this may be
in the US. But even where regulations are being good news, particularly for smaller organizations that
promulgated, enforcement is weak and public visibility may lack their own internal compliance capabilities for
is low (compliance breaches rarely hit the front pages cloud.
of the newspaper in the same way that breaches in
But through no fault of their own, progress has been
security or privacy do).
slow from the cloud providers. therefore global
In our experience, the issue has received little serious organizations would be well advised to ensure
attention on the corporate cloud agenda within many they understand their providers’ global compliance
organizations and, since few organizations have yet roadmaps early on in the engagement process,
to move all of their core sensitive data into the cloud, regardless of whether they are adopting public, hybrid
many executives currently believe that the issue is or private cloud solutions.
moot for the time being.
While private cloud and global compliance roadmaps
this is an unfortunate and potentially dangerous may make these legal and regulatory considerations
oversight. Yes, regulations are generally not well easier to manage and measure, the fact remains
formed or evolved in many markets, but the point is that organizations need to first understand how
that they are forming and evolving. It will not be long cloud will impact compliance across each of the
before regulators start to enforce new rules that will jurisdictions they operate within. and with the rapid
have a significant impact on the way organizations pace of regulatory change these days, developing the
(particularly global ones with cross-border activities) capability to monitor and react to changes will be key
use the cloud. to ‘future proofing’ the cloud environment.
1
Breaking through the cloud adoption barriers, KPMG International, 2013

A



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