Analyst report

451 Research - Digital Experiences Are Front and Center in Coping with Coronavirus

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With the COVID-19 pandemic keeping individuals from venturing away from home, digital experiences are being put to the test. Businesses are increasingly relying on digital services to serve their customers and differentiate from their competitors. This 451 Research report looks at the growing importance of digital services and how businesses can be well-equipped to provide better customer experiences.


  • Digital experiences are now a catalyst for new technology investments
  • Data, modern digital platforms and privacy by design will drive competitive differentiation
  • A minimum $500 billion in revenue opportunity available in the US related to improving digital experiences
Situations like the coronavirus are very difficult to predict, but technology today can ensure that businesses rise to meet customer expectations, especially as businesses are redefined from a transactional relationship between people into a more nuanced relationship between humans and the automated systems and devices they use to engage the world.
Sheryl Kingstone
Research Vice President

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