7,470
business and IT leader interviews over the past 6 years
1 million
data points collected
50/50
split between IT and business executives 

 

 

 

 

Explore the 2021 insights

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.

Top industry trends

  1. Becoming digital for customers / citizens
  2. Cultural change / change management
  3. Supply chain optimization
  4. Cost control / budget optimization
  5. Cybersecurity awareness / challenges

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.

Top business priorities by industry group

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.

Top IT priorities by industry group

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.

 

digitalleaders - VOC

Benchmark your organization

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.

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