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Digital Transformation Market Narratives Customer-Centric Transformation, ​Not Just Internal Digitisation​ Aug 6, 2025 Despite strong intent, many firms struggle to act on feedback—vendors can bridge the gap to real customer-first transformation. Request to Download

Organisations are investing heavily in digital initiatives to enhance customer experience, yet many still struggle to integrate customer feedback meaningfully into their strategies. While intent is strong, execution gaps persist. This creates an opportunity for vendors to drive true customer-first transformation.

 

Core Insights:

  • CX-led digital focus: Top initiatives target omnichannel delivery and modernising customer-facing apps, yet feedback loops remain only moderately embedded in strategy.
  • Execution gaps remain: Major pain points include inconsistent service, poor personalisation, and under-supported frontline teams, with low effectiveness in addressing these.
  • Vendor opportunity: Buyers are looking for partners who can enable outside-in design thinking, unlock actionable insights from customer data, and uplift frontline capabilities.

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