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Reply remains at the forefront of Digital Experience Services
AI is currently revolutionising Digital Experience Services. With its strong innovative capabilities and its advanced AI solutions, Reply has nevertheless maintained its leading position, once again achieving a top ranking in the latest Lünendonk study.
Focus on the DXS market
Since 2020, Lünendonk has closely monitored the market for Digital Experience Services (DXS) through an annual study. Currently, AI is transforming this area, automating routine tasks and enabling a strong focus on core competencies. Unsurprisingly, 90% of service providers are already developing AI tools for specific use cases themselves.
In this evolving environment, the market research company Lünendonk has once again identified the key trends for 2024 and analysed the 20 most important IT and management consultancies as well as digital agencies in Germany. Beyond 2023 revenue data in three categories - digital consulting services, digital agency services, and digital technology services - the evaluation also includes assessments from both providers and users.
AI and a holistic approach provide an edge
Reply is recognised as one of the leading full-service providers in the new Lünendonk study ‘The Market for Digital Experience Services in Germany 2024’. Our holistic strategy, coupled with groundbreaking AI projects that are redefining content creation and enabling helpful assistants, made a strong impression.
The latest DX trends at a glance
82% of customers consider customer data platforms to be particularly relevant
Most companies are currently rethinking their data management and taking steps to become data-driven businesses. As a result, data & analytics platforms and customer data platforms are the most important technology trends identified in the new Lünendonk study. Around 80 percent of companies and service providers consider these to be particularly relevant. Reply has already successfully implemented such platforms for clients like Lufthansa or Bitburger, enabling personalised experiences and increased customer centricity.
90% of service providers are already developing GenAI solutions for specific use cases
Most service providers have already been able to translate the trend towards generative AI into real and helpful use cases. 90% of them are already developing GenAI solutions themselves. The main focus is on the AI-assisted production of personalised content and the creation of intelligent chatbots. Examples of such assistants are Bayer's Lumi or Costa's Futura, recently implemented by Reply.
91% of customers prefer end-to-end services
With the increasing complexity of projects, more and more clients are looking for integrated service offerings that combine services such as consulting, UX design, software development and roll-out. Around two-thirds of projects have already been implemented as end-to-end services, and the trend is growing. Thanks to the many specialised companies in its network, Reply is particularly well placed to meet this customer demand. The holistic CX for Obi, implemented jointly by Open Reply, Machine Learning Reply, Comsysto Reply and Concept Reply, is a prime example of such a comprehensive approach.
Discover our groundbreaking DX projects
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Unlock the full potential of your data and advanced AI tools and let us help you create holistic experiences that impress.
Lünendonk & Hossenfelder has been analysing European business-to-business (B2B) service markets since 1983. The market researchers focus on the following sectors: management and IT consulting, auditing, tax and legal consulting, facility management and maintenance as well as personnel services (temporary employment, staffing). For decades, the market research and consulting company has been publishing the "Lünendonk lists and studies", which are regarded as market barometers.