The 2021 CGI Voice of Our Clients shares findings from our one-on-one interviews with 1,695 executives across the industries and geographies we serve. These strategic conversations provide a unique view into how business and IT priorities evolved rapidly due to the pandemic. This includes accelerated progress with producing results from digitization strategies, up from 16% in 2020 to 20% in 2021. Our data also provides insights into the attributes of these digital leaders who say they are producing results.
Becoming digital to meet customer and citizen expectations continues as the top trend across industries. However, cultural change / change management rises significantly in impact compared to last year.
Digital products: Banking, Insurance, Communications & Media
1. Customer experience, 2. Becoming digital for customers, 3. New products / services
Physical products: Retail, Manufacturing, Oil & Gas, Life Sciences, Post & Logistics
1. Becoming digital for customers, 2. Cost control / budget optimization, 3. Optimizing operations
Services: Consumer Services, Health, Utilities, Passenger Transportation
1. New services, 2. Customer experience, 3. Optimizing operations
Government: Central & Federal, Defense & Intelligence, State, Provincial & Local
1. Citizen experience, 1. Modernizing IT, 3. Cybersecurity awareness / challenges
Business priorities vary by industry group, but the customer and citizen experience continues to rank highly in importance across them all.
Digital products: Banking, Insurance, Communications & Media
1. Business process improvement, 2. New products / services, 3. Application rationalization
Physical products: Retail, Manufacturing, Oil & Gas, Life Sciences, Post & Logistics
1. Optimizing operations, 2. Customer / citizen experience, 3. Business process improvement
Services: Consumer Services, Health, Utilities, Passenger Transportation
1. Modernizing IT, 2. Customer / citizen experience, 3. Cybersecurity awareness / challenges
Government: Central & Federal, Defense & Intelligence, State, Provincial & Local
1. Modernizing IT, 2. Business process improvement, 3 Becoming digital to meet citizen expectations
Across all industries, cybersecurity awareness / challenges remains a top IT priority.
Also read our white paper, “The trends shaping our future: A prelude to strategic planning,” for further context on the macro trends requiring new business models and ways of working.
Our benchmarking data comes from a knowledge-base that reflects insights from 7,470 client organizations located in countries representing 82% of the world’s IT spend in all economic sectors. It comprises 1 million data points from our discussions with executives each year, an average of 1,500 each year, of which half are business executives and half are IT executives.
CGI offers benchmarking for our clients based on these insights, by country and economic sector, on industry trends, business priorities and IT directions and priorities, including IT spending (operating expenses as well as capital investments). We also provide benchmarking for the 10 attributes of world-class IT organizations.
