How Are Customers Adapting to New IT Trends?

Paul Wilkinson is conducting his final Shiny New Thing Global Survey. Take part and discover the results at the 20th itSMF Slovakia Conference in Bratislava.

Artificial intelligence, experience management, humanising IT and other emerging trends are creating new opportunities for organisations. But how well are customers adapting to these changes? Do they have the capabilities needed to turn new trends into real value?

Paul Wilkinson’s Shiny New Thing Global Survey explores how organisations are responding to these trends across different countries and markets.

Share Your Experience

Paul is now conducting the final edition of his global survey. He invites participants to answer based on their experience with a current customer, or on an average of the customers they work with, before any transformation initiatives began.

Think about how your customers are adopting AI, experience management, humanising IT and other emerging trends. Do they have the necessary capabilities under control?

Your participation will help build a broader picture of how organisations are managing new IT trends around the world.

Take part in the survey:

Complete the Shiny New Thing Global Survey

Feel free to share the survey with other consultants and customers who may wish to contribute.

Discover the Results at itSMF Slovakia 2026

Paul Wilkinson will present the survey findings and compare them with results from previous years at the 20th itSMF Slovakia Conference, taking place in Bratislava on 4–5 November 2026.

The presentation will offer an opportunity to explore how organisations’ approaches have evolved, discuss real-world experiences and consider what makes IT transformation successful.

Take part in the survey and help shape the global picture of how organisations are adapting to new IT trends. We look forward to seeing you at itSMF Slovakia!