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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 nearly 1,700 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 digitisation 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 optimisation
  4. Cost control / budget optimisation
  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 optimisation, 3. Optimising operations

Services: Consumer Services, Health, Utilities, Passenger Transportation

1. New services, 2. Customer experience, 3. Optimising operations

Government: Central & Federal, Defence & Intelligence, State, Provincial & Local

1. Citizen experience, 1. Modernising IT, 3. Cyber security 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 rationalisation

Physical products: Retail, Manufacturing, Oil & Gas, Life Sciences, Post & Logistics

1. Optimising operations, 2. Customer / citizen experience, 3. Business process improvement

Services: Consumer Services, Health, Utilities, Passenger Transportation

1. Modernising IT, 2. Customer / citizen experience, 3. Cyber security awareness / challenges

Government: Central & Federal, Defence & Intelligence, State, Provincial & Local

1. Modernising IT, 2. Business process improvement, 3 Becoming digital to meet citizen expectations

Across all industries, cyber security awareness / challenges remains a top IT priority.

 

digitalleaders - VOC
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Attributes of Digital Leaders

Executives indicate accelerated progress from their digitalisation strategies. In examining the attributes of the 20% who are producing results, common attributes emerge. Digital leaders collaborate and innovate more and achieve closer alignment between business and IT.

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Benchmark your organisation using the

CGI Voice of Our Clients

CGI consultants compare data among peers, across industries and geographies, based on benchmarking data from a knowledge-base that represents 1 million data points provided from 7,740 discussions with executives for the last 6 years alone.

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