Clients can read the full report, Elevate The Digital Experience With Digital Insights.

Digital business leaders continue to heavily invest in data and analytics to drive their digital business, yet many still struggle to turn insights into action. In our report, The State Of Digital Intelligence, 2026, we highlight how organizations collect, analyze, and operationalize customer and digital insights — and why progress continues to stall. Based on […]

The DX Decade Fell Short In 2022, we wrote that Japanese firms were losing their appetite for digital transformation (DX). Just 39% were actively engaged in DX, and a stubborn 9% remained completely uninterested. Local Japanese firms in particular seemed frozen, trapped between legacy systems and a risk-averse culture. Fast-forward to 2025 — the year of the “digital cliff” that METI warned about seven years ago. How has Japan fared?

Ensuring that AI-driven experiences reinforce the brand promise, no matter how customers find them, is imperative for digital leaders. B2B2C Digital Leaders: Make AI A Strategic Imperative Digital leaders can’t treat AI as a feature. The organizations that align ecosystems around customer-defined outcomes and protect and evolve intermediary value will compete effectively in AI-mediated markets.

As global tensions continue to rise and cloud adoption accelerates, digital sovereignty has become a board-level topic. Tech execs must now modernize infrastructure, protect autonomy, ensure compliance, and manage geopolitical risk at the same time. As we outlined in a recent report, 2025 showed a clear trend: Digital sovereignty is reshaping public cloud strategy across […]

Michael Baumann as the executive general manager of customer, digital, and AI in its retail bank. I spoke with Dr. Baumann to understand the thinking behind this integrated role, how it’s shaping CommBank’s digital strategy, and what it means for the future of banking. Q: Dr. Baumann, your role combines customer, digital, and AI leadership. Why bring these functions together? Absolutely. It’s a unique combination but one that makes strategic sense.

This is an announcement of the start of my research into digital twins for data centers. A digital twin is a continuously updated virtual model of a physical system, synchronized with real‑time data from sensors, analytics platforms, and AI systems. This live replica mirrors the behavior, performance, and interdependencies of the system, enabling teams to […]

To use digital success metrics benchmarks effectively, digital leaders should: Understand why target metrics vary by industry. Digital maturity, customer intent and expectations, and product complexity differ widely across various industries. For example, strong digital sales targets in retail (digital sales target as a proportion of overall sales at 35.2%) reflect structural differences in buying behavior compared to other sectors.

See how BNY built a governed platform and trained its workforce before deploying more than 130 digital employees.

Our latest Digital Experience Review™ shows that AI assistants are becoming central to digital service strategies, with banks like Bank of America, BBVA, and PKO Bank Polski using them to elevate customer experience. And the most advanced deployments are moving well beyond customer service. AI is increasingly powering conversational journeys that span onboarding, account management, financial guidance, and fraud support.