However, our research has revealed that 51% of consumers believe digital services are still built with the organisations’ needs at the heart of them.

Twenty years ago, digital services might have been considered a novelty. Today they form the basis of many of our interactions, whether that’s transferring money through an app or paying council tax online. Organisations can no longer think of digital services as an afterthought, they must be considered from the start and stand up to consumer expectations.