EUROPE’S DIGITAL DILEMMA: UK Wins, Germany Ponders
Today, Easy Software, the European leader in document‑management tech, dropped the findings of two hefty surveys that cut across the UK and Germany. The aim? To sniff out where businesses are fumbling in their digital transformation and how well they’re catching the pulse of their customers, staff and partners.
German Digital Discontent
- More than half of German firms (58%) admit they’re unhappy with how they’re using IT to wrap customer journeys from start to finish.
- Only 39% of companies are pulling data from all corners of the org with a 360‑degree view – a real toddler step when compared to the UK.
- When it comes to turning experiences into profit‑boosting insights, 85% of German respondents say it’s a key success metric. Yet, 21% still find it tough to engage with the people who matter most.
UK—A Digital Trailblazer
- Nearly four out of five UK firms (78%) are proud of their digital setup, labelings themselves as “completely” or “somewhat” satisfied.
- Three‑quarters (76%) already bucket up experience data from customers, employees and partners. That’s a big win in the “data‑driven decision‑making” game.
- Experience data is seen as a growth lever by 82% of UK respondents, and 84% credit it with smoothing interactions across the board.
Tech Troubles in Both Territories
Both markets face a parade of tech headaches, but the intricacies differ.
- Germany:
- Regulatory nightmares—especially GDPR—ranktop (82%).
- Complex data webs that are hard to tangle (82%).
- Only 69% have the data they need.
- Systems, tools and infrastructure feel like the bare minimum (68%).
- UK:
- Regulation still a thorn (35%).
- Robust IT infrastructure is still a wish list (31%).
- Data quality hiccup (29%).
- Talent gaps for data collection, analysis and usage (28%).
And let’s not forget the drama that unfolded in the UK—Brexit, the coronavirus crisis, and looming cyber threats have taken the top three spots in the next year’s challenge rankings (65%, 49%, 47%). Germany’s survey, however, pre‑COVID, so its challenges look a bit less frantic.
What Get People Talking?
When it comes to “where are we pulling data from?” the answer paints a stark contrast:
- German firms lean heavily on customers (44%)—the classic Customer Experience (CX) approach.
- UK teams are turning the spotlight on employees (38%)—a clear nod to the rising importance of employee experience (EX) in HR and the internal ecosystem.
A CEO’s Take
Andy Boulton, Easy Software’s UK chief exec, sums it up: “UK firms know how to use experience data, the German side still has a way to go. But we’re all up against stiff regulatory walls.” He goes on to say we’re heading toward a stakeholder‑first culture where staff, applicants, suppliers and partners have a massive say in business success.
To keep the momentum ticking, “radical process shake‑ups and tech budgets” will have to hit the market gate. Because when we move from shareholder to stakeholder talk, that’s the real leap.
