Acknowledgment

AI excellence ensures top ranking among digital services providers

Smart assistants and hyper-personalization are redefining the future of digital experience. By blending deep technical expertise with visionary ideas, Reply has once again been recognised in the latest Lünendonk study as a top player shaping this evolving landscape.

Technological expertise as a competitive advantage

In today’s digital experience market, success goes beyond traditional agency offerings. Leaders stand out by combining deep technical expertise with strategic consulting to integrate visionary AI-powered ideas into DX processes in truly impactful ways.

The Lünendonk Study 2025 highlights this shift. Analyzing 21 IT and management consultancies and digital agencies in Germany, it evaluated not only DXS market relevance and portfolio but also user and provider feedback - solidifying Reply’s position as one of the industry’s top players.

Preferred partner for AI-powered DX

Reply impresses with its exceptionally broad and deep DX portfolio, uniting strategy, technology, and creativity. Our in-depth AI expertise and targeted investments in new and proven technologies makes us the preferred partner of leading brands – for projects that set new standards.

Explore how we are driving innovation.

Trends you should keep an eye on

AI assistants boost efficiency and bring you closer to customer

Two-thirds of companies believe that AI agents will redefine customer support, optimise service operations and increase sales performance. These agents are moving beyond reactive responses: They anticipate needs, make context-aware decisions, and autonomously initiate processes. Their capabilities far surpass those of traditional chatbots, opening entirely new avenues for operational innovation. For instance, financial services provider Riverty demonstrates how AI agents can elevate the customer journey to a proactive, personalized experience, while Audi leverages the multi-agent system Devbot to radically streamline internal workflows. What truly sets these projects apart is the seamless fusion of AI with existing business processes, enabling companies to rethink efficiency and engagement from the ground up. As a result, businesses increasingly partner with digital experience providers who combine cutting-edge AI expertise with deep insights into process transformation.

Hyper-personalisation as a growth driver

AI is not just a driver of efficiency, it is becoming the creative engine behind hyper-personalized customer experiences. By analysing behaviour, preferences, and real-time context, companies can now deliver product recommendations, content, and campaigns that feel individually crafted for every customer interaction. According to Lünendonk, the share of companies that consider hyper-personalisation strategically relevant is projected to reach 77 percent by 2027. This shift marks a turning point: personalised customer journeys are no longer a competitive advantage, they are the foundation of future sales growth and loyalty. Real-world examples illustrate this evolution: Reply’s 1-to-1 marketing campaigns for Eurobet showcase how AI-driven insights translate into measurable engagement, while Costa Crociere’s digital assistant Futura redefines cruise travel by responding to each guest’s unique preferences and expectations in real time.

The customer data platforms serve as the foundation

AI is only as powerful as the data it uses. That’s why 82 percent of companies see customer data platforms (CDPs) as crucial, with adoption steadily increasing. Already, 70 percent of companies are investing in CDPs to unify fragmented data, ensure GDPR compliance, and transform information into actionable insights. These platforms do not just manage data; they unlock new levels of personalization and agility across marketing, sales, and service. A powerful example comes from Bitburger and 4brands, who leveraged a CDP during the European Football Championship to orchestrate a seamless, hyper-personalized fan experience that connected digital engagement with real-world moments.

AI is changing search engines and campaign strategies

From ChatGPT to AI-powered search engines, a new audience is emerging: Intelligent agents that interpret, filter, and recommend content on behalf of users. As a result, marketing campaigns will soon need to engage not only human customers but also the AI systems that influence their choices. AI-friendly content and GEO-optimization are becoming key factors for digital visibility. Companies that already optimise their content for algorithmic understanding and contextual relevance today are positioning themselves at the forefront of this new era. gaining a decisive edge in reach, reputation, and customer engagement.

Benefit from our DX expertise, and let us shape your digital future together.

Lünendonk

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.

AI excellence ensures top ranking among digital services providers

Technological expertise as a competitive advantage

Preferred partner for AI-powered DX

Financial service provider Riverty transforms customer service

EHC Red Bull Munich turns fans into stars with a personalized experience

Global consumer goods company optimizes marketing processes

Costa Crociere’s Futura enhances cruise experiences