Key Findings

To understand the current state of experience management (XM) in IT, Qualtrics XM Institute surveyed 663 senior leaders in IT at companies with 1,000 or more employees about their companies’ XM efforts. Highlights from the research include:

  • IT leaders plan to increase organizational agility. Eighty-nine percent of IT leaders say that it’s ‘extremely’ or ‘very important’ for their organization to improve its ability to respond to unexpected events, ranging from 97% of Mexican IT leaders to 83% of IT leaders in Japan.
  • High-performing companies see the need for significant adjustments. IT leaders from organizations with above-average growth are at least 12 percentage points more likely to say that they need to ‘significantly’ or ‘moderately’ make changes to their brand messaging, products and services, employee interactions, and customer interactions compared to leaders from organizations with at or below average growth.
  • IT leaders see improving data management as a key area of focus. Half of respondents cited ‘improving data quality and management’ as a critical area of focus. It’s a top three area of focus for Brazilian, French, German, UK, and US IT leadership. The only other area of focus cited more frequently is ‘improving operational efficiency within IT’ at 60%.
  • Data quality and privacy are at risk in current data storage systems. Over half of IT leaders think that data quality and data privacy are potential risks of disconnected experience data. Meanwhile, 71% of organizations store their experience data in disparate spreadsheets and databases ‘a lot’ or ‘all of the time’, and just 10% of organizations manage their experience data in a single repository.

Figures

Here are the figures in this Data Snapshot:

  1. Study Demographics (see Figure 1)
  2. The Need to Increase Agility (see Figure 2)
  3. The Need to Respond to Unexpected Events by Country (see Figure 3)
  4. The Need to Increase Agility by Country (see Figure 4)
  5. Changes to IT Budget and Headcount (see Figure 5)
  6. Changes to IT Budget and Headcount by Country (see Figure 6)
  7. Critical Areas of Focus for IT Leadership (see Figure 7)
  8. Critical Areas of Focus for IT Leadership by Country (see Figure 8)
  9. Importance of Improving Experiences (see Figure 9)
  10. Importance of Building XM Capabilities (see Figure 10)
  11. IT Involvement in XM Capabilities (see Figure 11)
  12. IT Involvement in XM Capabilities: by Country (see Figure 12)
  13. Importance of XM for IT Executives (see Figure 13)
  14. Obstacles to Experience Management (see Figure 14)
  15. Obstacles to Experience Management by Country (see Figure 15)
  16. IT Improving Use of Insights (see Figure 16)
  17. IT Improving Use of Insights by Country (see Figure 17)
  18. The State of Experience Data Management (see Figure 18)
  19. Experience Data Management by Country (see Figure 19)
  20. Experience Data Management by Country (see Figure 20)
  21. Risks of Disconnected Experience Data (see Figure 21)
  22. Risks of Disconnected Experience Data by Country (see Figure 22)
  23. The Need for Agility by Revenue Growth (see Figure 23)
  24. Critical Areas of Focus for IT Leadership by Revenue Growth (see Figure 24)
  25. IT Involvement in XM Capabilities by Revenue Growth (see Figure 25)
  26. Obstacles to Experience Management by Revenue Growth (see Figure 26)
  27. IT Improving Use of Insights by Revenue Growth (see Figure 27)
  28. Methodology (see Figure 28)