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.