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

REGISTER FOR FREE TO CONTINUE

Submit your information one time to gain access to all XM Institute resources

By providing this information, you agree that we may process your personal data in accordance with our Privacy Statement
By submitting this form, you agree to receive marketing information from XM Institute as set out in our Terms of Service & Privacy Statement. You may unsubscribe at any time.
By submitting I agree to XM Institute's Terms of Service & Privacy Statement