Artificial intelligence, integrated data and new forms of digital visibility are shaping the Digital Experience agenda for 2027. This is one of the key findings of the latest Lünendonk report, which also highlights rising expectations for digital service providers. Companies are increasingly looking for partners that bring together strategic thinking, data expertise and technological execution.
Lünendonk once again recognises the Conclusion Group as one of the market leaders in the DACH region. Through its digital services provider diva-e Conclusion and data specialist Conclusion Intelligence, the group is represented in the latest Lünendonk portfolio among the leading players in the market.
With annual revenue of more than €101 million in 2025, Conclusion climbed two places to rank 16 overall. In the sub-ranking of Digital Experience Services (DXS) specialists, it advanced from eighth to sixth place. Alongside major industry players such as Accenture, Reply and Plan.Net, the Munich-headquartered company is helping shape Germany’s digital services market.
The study surveyed 23 service providers and 140 client companies. One of its key findings: 79 per cent of companies plan to increase their Digital Experience spending over the next two years. Demand is particularly strong for seamless, transparent processes that enable marketing, sales and customer service teams to work with shared data.
A total of 54 per cent of client companies rank the implementation and scaling of AI agents among their top priorities. The main challenge, however, is less about developing individual applications and more about integrating them into existing systems and workflows.
“We don’t need more AI pilots. We need practical AI applications that work end to end and deliver real value in everyday operations,” says Sirko Schneppe, CEO of diva-e Conclusion. “AI is already evolving from an additional feature into a new layer of the customer journey, increasingly becoming an integral part of value chains. This is fundamentally changing marketing, commerce and customer services.”
With its Agentic Experience Foundation (AXF), diva-e Conclusion provides a framework that supports the use of AI in internal workflows while enabling the integration of enterprise systems and data on the customer side. Initial applications range from AI-powered product advisors to agents supporting content creation and accounts receivable management.
One successful real-world example is an AI-powered search solution developed for automation specialist ifm electronic. The solution enables customers to find more than 14,000 products in the company's online shop simply by asking questions in natural language.
Study participants see the greatest need for action in their data infrastructure: 69 per cent want to improve their data landscape, while 60 per cent are investing in in-house AI expertise. This is where data specialist Conclusion Intelligence complements diva-e Conclusion's offering. Together, the companies combine Digital Experience and technology integration with data architectures, analytics and AI.
“Data quality determines whether AI can move beyond experimentation and deliver real business value. Information from different systems needs to be made accessible and usable to support reliable decision-making and effective processes,” says Schneppe. “We translate this foundation directly into customer-facing applications.”
Beyond traditional search engines, AI-powered answer engines are also becoming increasingly important. Yet only seven per cent of the companies surveyed are already actively implementing a strategy for Generative Engine Optimization (GEO). Companies therefore need to structure and optimise their content so that AI systems recognise it as a relevant and authoritative source. This, too, requires content strategy, technology and data quality to work hand in hand.
“The Lünendonk study highlights a fundamental shift,” says Schneppe. “Going forward, success will depend on how reliably companies turn AI, data and digital touchpoints into seamless customer experiences.” Through the specialised expertise within the Conclusion DACH group and the wider international Conclusion ecosystem, the company aims to support organisations throughout this transformation – from strategy development to successful implementation and ongoing operations, Schneppe adds.
Conclusion DACH was established in 2025 by digital services provider diva-e Conclusion and data and AI specialist Conclusion Intelligence. In the same year, the group expanded its capabilities through the acquisition of GABO, an IT services provider specialising in business intelligence and data platforms.
Conclusion DACH is part of Conclusion, an international business transformation and IT services group with more than 4,000 employees. Acting as a bridge between strategy, business and technology, Conclusion applies its established ecosystem model for business transformation and IT services to the digital markets of Germany, Austria and Switzerland.
Its service portfolio covers Digital Experience, Software & Development, Cloud & Mission Critical, Enterprise Applications, Business Consultancy, and Data & AI. In doing so, Conclusion continues to pursue its European growth strategy across the DACH region. In 2025, Conclusion DACH generated revenue of more than €101 million with a workforce of approximately 900 employees. The group serves more than 200 well-known clients, including ALDI SÜD, E.ON, Bentley and Deutsche Telekom. For more information, visit www.conclusion.com.
With more than 20 years of full-service experience, diva-e Conclusion is one of Germany's leading digital service providers, covering the entire digital value chain for businesses—from planning and project design to digital marketing and UX/UI services through to implementation, operation, and maintenance.
Since 2024, the company has been part of the Conclusion Ecosystem, one of Europe's largest providers of business transformation and IT services. In the DACH region, Conclusion generated revenues of more than €101 million in 2025 with nearly 900 employees and operates ten offices.
For renowned clients such as Aldi Süd, Bentley, Carl Zeiss AG, dmTECH, and E.ON, diva-e Conclusion collaborates with globally leading technology partners including SAP, Adobe, Pimcore, Salesforce, Spryker, Storyblok, Shopware, Intershop, and Scayle.