Culture has been cited as the most significant barrier to digital effectiveness; yet when implemented purposefully, a digital culture can drive sustainable action and create tangible value for organisations.
However, research suggests that only 35% of leaders feel they are capable of leading in an increasingly digital world, and 27% of UK workers say that they lack the sufficient digital skills required for their job role.
This report explores how digital culture is defined, and considers the critical dimensions we believe play a fundamental role in establishing a thriving digital culture, such as digital leadership and mindset, accessibility, data and learning.
In 2026, CX in the UK, Ireland, and Europe blends AI, personalisation, and trust, balancing automation with human empathy and meeting sector-specific needs.
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