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This research note provides guidance on when and how to apply various technologies based on the digital transformation stage.


  • To stay relevant to customers, any enterprise must adapt at the right pace. But keeping up with customers' rising expectations and changing behaviors is proving too challenging for around 75% of the 5,000 enterprises surveyed annually by Ovum (see ICT Enterprise Insights 2018/19 – Global: ICT Drivers and Technology Priorities).
  • We identify three transformation stages - explore/decide, build the foundation, augment customer engagement and the customer experience

Features and Benefits

  • Identifies a portfolio of useful technologies that can accelerate digital transformation if applied at the right stage of customer-focused digital transformation.
  • Describes three transformation stages: explore/decide, build the foundation, and augment customer engagement and the customer experience.

Key questions answered

  • Which technologies can be used to accelerate digital transformation?
  • What are the three stages of digital transformation?

Table of contents

Ovum view

  • Summary
  • Consider transformation in three main stages
  • A broad range of technologies in combination can add value to customer engagement
  • A broader range of technologies can contribute to the customer engagement foundations
  • Additional technologies can be added to the foundations to augment the customer experience


  • Further reading
  • Author

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