Elastic: The state of customer trust


As IT gains increasing responsibility for customer experiences, cloud, cybersecurity, and observability are emerging as key areas of investment.

Elastic and ThoughtLab conducted a global survey of 800 executives in September–October of 2022 to understand how companies and public entities derive value from building a modern data and IT infrastructure. The survey also examined how organizations use technology to improve digital customer experience and trust.

Survey respondents included a mix of c-suite executives, including CIOs, CTOs, and CISOs, and IT decision-makers, such as VPs of Security, IT, Data, Engineering, and Business Operations. These executives worked in eight industries: financial services, healthcare, manufacturing, media and entertainment, public sector, retail and e-commerce, telecommunications, and technology. They were based in eight countries: Australia, Brazil, France, Germany, Japan, Netherlands, United Kingdom, and United States.

In addition to the quantitative survey, ThoughtLab interviewed 10 executives from various industries responsible for IT in their companies to gather qualitative insights about how their organizations are harnessing data and using a modernized IT infrastructure to boost their performance.