Opening context
A global data cloud platform with more than 2,500 employees operates across North America, Europe, and Asia, supporting a highly distributed workforce and a complex internal technology estate. The organization was entering a period of leadership transition, with a newly appointed CIO taking responsibility for aligning IT performance with business expectations and establishing direction early in tenure.
At this stage, leadership attention was focused on gaining a reliable, organization-wide understanding of how IT services were experienced day to day, in order to set priorities and align teams around a shared view of reality.
The decision context
Early in the CIO’s tenure, a critical decision emerged: how to establish an objective baseline of IT performance from the perspective of internal users, and how to use that baseline to guide prioritization and action.
Without a clear view of lived experience, leadership risked relying on inherited assumptions or incomplete signals when setting direction. Existing metrics provided activity and output data, but did not offer sufficient confidence about where experience genuinely differed across roles, regions, or services. The challenge was not urgency, but uncertainty — specifically, whether leadership was seeing the full picture early enough to shape priorities and align the broader organization.
Why existing signals fell short
Prior to engaging Voxxify, the organization relied on a combination of operational metrics and broad employee surveys. While these mechanisms were useful in their respective domains, they were not designed to provide a focused view of IT experience.
Feedback lacked the segmentation and specificity required to distinguish isolated issues from systemic patterns. Comparisons across functions and geographies were difficult, and leadership could not reliably connect lived experience to specific IT services in a way that supported confident decision-making. As a result, visibility into where attention would matter most remained constrained.
How Voxxify was used
Voxxify was used as a short, time-bound input to complement existing data and establish an objective view of IT experience across the organization. Input was gathered from employees across regions and functions, capturing both structured signals and detailed verbatim feedback.
This approach enabled leadership to see how IT services were experienced in practice, not just how they performed against operational measures. Analysis surfaced patterns of friction and strength across roles and locations, providing a shared reference point that leadership could use to prioritise discussion and action. The result was not another score, but a clearer understanding of where experience aligned with expectations and where it did not.
What changed as a result
Leadership moved from assumption to evidence when discussing IT performance. A clear baseline of lived experience replaced fragmented feedback, enabling more confident prioritisation of effort.
Areas of latent friction that had previously gone unnoticed were identified alongside services that were performing well, helping leadership avoid misdirected focus. Thousands of individual comments were synthesised into clear themes that service owners could act on, accelerating the transition from discovery to action planning.
Just as importantly, leadership gained clarity on what did not require immediate attention, allowing teams to de-prioritise low-impact issues and focus on areas most likely to influence outcomes. This shared understanding improved alignment across IT and strengthened confidence in the decisions made early in the CIO’s tenure.
Closing insight
By establishing an objective view of how IT was genuinely experienced early on, leadership gained the clarity needed to prioritise with confidence and align the organisation around a shared reality that would guide decisions going forward.
