As the world continues to shift toward digitalization, it has become imperative for businesses to keep up with the evolving landscape to remain competitive and resilient. Organizations have realized that manual operations come with a range of challenges, leading them to actively explore digital, automated, and intelligent business processes. The advent of digital technologies, including Intelligent Automation (IA), has made it possible for businesses to achieve higher efficiency and productivity levels. In the current recessionary environment, enterprises are more focused on cost optimization, and IA has emerged as a key lever for achieving this objective. Recognizing the demand for such solutions, providers are pivoting quickly toward a digital-powered model to cater to their buyers’ needs. Intelligent Process Automation (IPA) is one of the most potent digital levers that enables businesses to achieve digital transformation.

Everest Group defines IPA as intelligent automation in business processes achieved through any combination of automation technologies, including Robotic Process Automation (RPA) and cognitive/AI-based automation.

Trust and Safety (T&S) is a rapidly evolving field. With the rise of new content types such as generative AI and the metaverse, enterprises are now faced with newer challenges due to these developments. Today, with rising regulatory scrutiny, enterprises are prioritizing the provision of a safer user experience. This has led to an increased demand for T&S services across industries beyond social media. As the safety of the user experience becomes crucial in retaining users on platforms, the demand for T&S services is expected to rise further.

The pandemic caused a massive spike in the demand for digital commerce, especially from small and mid-size enterprises that revamped their online presence strategy. The post-pandemic world continues to experience a rise in this demand. As customer touchpoints increase and customer purchase journeys become more complex, digital commerce platform providers are evolving their offerings to meet evolving enterprise expectations.

Digital commerce platform providers are offering more flexibility and agility to enterprises and supporting key business models on a single platform. This is driven by the shift toward a more composable and modular architecture based on the MACH principles. Furthermore, technology providers are leveraging next-generation technologies, especially generative AI and AR/VR, to solve more complex use cases in the e-commerce value chain and incorporate them into the core of their platform offerings. Thus, to evaluate the overall capabilities of digital commerce platforms, Everest Group provides an in-depth analysis of the leading players.