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Our Journey of Redesigning kapptivate’s Navigation
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At this 9th edition of VivaTech, we set ourselves a challenge: engage with 100 digital leaders to better understand how they experience and manage digital customer experience quality.
How often do issues arise and how are they handled? What are the main impacts on the business and the market? These were just some of the key topics we explored to get a clearer picture of the day-to-day realities faced by the companies we support.
After walking 42 kilometers across Halls 1 & 2 (our first real marathon!), sharing insightful conversations and countless smiles, we’re excited to share this snapshot of the current state of digital experience quality across large organisations.
Summary
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Different roles, one shared challenge across Large Enterprises
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Production Incidents? A widespread reality
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Internal platforms: the hidden side of digital experience
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Impacts: concrete, widespread, and measurable
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Nearly one in two companies only discover Incidents After end users report them
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Responsiveness: processes exist, but execution remains fragile
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Final word
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🎯 Want to go further?
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Before diving into the key insights gathered from our 100 respondents*, here’s a quick look at the breakdown by job function:
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To complete the profile of the professionals surveyed, here’s the distribution by company size:
*Of the 100 survey responses, 57 were collected through in-person interviews conducted at VivaTech 2025 between June 11–14, while the remaining 43 were submitted online alongside the event.
One major takeaway: 100% of respondents reported that digital service issues occur regularly.
This unanimous observation is a clear reminder that, even for well-equipped organisations, bugs, performance slowdowns, and sources of user frustration (or even churn) are part of the day-to-day reality.
It’s not the exception, it’s the rule. All the organisations we spoke to have integrated this reality into their operational mindset. Two major priorities consistently emerge from this:
When asked which services are most frequently impacted by incidents, one might expect mobile apps or websites to top the list.
In reality, internal platforms and business-critical software come first:
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These internal systems, often essential for operations, customer support, or logistics, represent the hidden part of the iceberg. Invisible to the end user… until they block an order from being processed or slow down service delivery.
Our conversations with digital leaders revealed real challenges in ensuring quality, maintaining visibility, and responding effectively when issues affect these internal tools.
The takeaway is unanimous: internal scope, external impact. Outages may occur behind the scenes, but their consequences are felt directly by the customer.
When it comes to the consequences of digital incidents, three major impacts stand out:
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In other words, a technical incident is never just “an IT problem.” It’s a business pain point, a churn driver, a brake on overall company performance and a costly liability.
Another striking insight: 46% of respondents say that in most cases, it’s end users who notice issues first when incidents occur.
Among the 54% who believe they’re able to detect most issues internally:
When it comes to resolving issues, the picture is more mixed:
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What stands out isn’t a systemic lack of speed, but rather a lack of consistency. While resolution processes are in place, their activation still too often depends on “the right person at the right time,” or on how clearly errors are reported.
What stood out most from these 100 conversations was the clarity with which organisations now acknowledge the growing complexity of their digital ecosystems. Recurring incidents, multiple customer touchpoints, shifting priorities, and reliance on human intervention…Even with many tools, companies face significant challenges when it comes to detecting issues in real time, and resolving them efficiently.
We’d like to extend our heartfelt thanks to everyone who took the time to speak with us. 🙏
Your insights fuel both the mission behind the kapptivate platform and the day-to-day work of our entire team.
They reinforce our purpose:
