In order to provide guidance against a highly dynamic IT landscape, PAC conducted the 2021/22 edition of its annual 'SITSI® CxO Investment Survey', interviewing IT decision-makers in user companies covering PAC’s SITSI core markets to get their views on current IT trends, key requirements, and investment plans. The survey was conducted in October/November 2021.

This report presents and discusses the key results of the study for the topic of digital customer experience.

The interviews were conducted with IT department managers and line-of-business managers who are involved in decisions concerning (local) IT budgets, IT investments, or IT sourcing. The survey sample was made up of companies of different sizes from all industries.



PAC’s Analysis

  • Management summary
  • PAC’s opinion
  • PAC’s recommendations

Challenges & IT Spending at a Glance

  • Economic and IT challenges
  • IT spending and projects

In-depth Analysis – Digital Customer Experience: Goals and Challenges, Investments, and the Use of Customer Experience Solutions

This report is accompanied by the Excel document “CxO Survey - Investment Priorities - Digital Customer Experience - Detailed Datamart - Worldwide”, which contains the detailed findings from the survey for digital customer experience, broken down by company size and by vertical sector.