IDC recently completed a new global research study with Axway that reveals a new technology trend in large enterprises called “customer experience networks” (CX networks). The key conclusions are as follows:
Enterprises are switching their focus from internal resource management to external customer experience. Enterprises now perceive their customers and their ecosystem to be a key source of co-innovation rather than their traditional internally focused R&D organizations.
New digital technologies and the umbrella term “digital transformation” are the key mechanisms for achieving this change in focus. This paper shows how digital initiatives are now delivering significant and tangible business results.
Key aspects of co-innovation are network connections and scalable customer experience networks that facilitate collaboration and sharing of data. New API (application programming interface) capabilities are key enablers.
Large enterprises are investing in customer experience networks that join together not only internal staff and business partners, but also all stakeholders in the business value chain including customers, to create ecosystems that deliver long-term value to all participants and also act as an effective defense mechanism against the incursions of digital disruptors