Benefit with new innovative revenue streams and a competitive advantageAn IDC Infographic Sponsored by Axway. In 2017, IDC interviewed 602 senior executives in large global enterprises.
THE RISE OF CUSTOMEREXPERIENCE NETWORKSBenefit with new innovative revenue streams and a competitive advantage
An IDC Infographic sponsored by Axway. In 2017, IDC interviewed 602 senior executivesin large global enterprises
Enterprises recognize the need forsuperior customer experiences
71% say "Customer Experience" is theirmost important digital initiative
... and that digital initiatives deliver business results:
65% 60% 54%
Faster product/service delivery New revenue streams New business models
1
Omnichannel isn't delivering...
86%don’t consider omnichannel as"a key differentiator and sourceof competitive advantage"
38%consider their omnichannelinitiatives as "ad hoc/random"or "opportunistic"
Over of enterpriseshave had omnichanneltechnical challenges with
50%
secure datamovement, updatingcustomerprofiles
and
Over of enterprises have hadomnichannel business problems with
1/3presenting aconsistent brand,customer channelpreferences and
digital silos
2
41%say "omnichannelsystems fail toprovide a unifiedand real-time viewof customerexperience"
Customer Experience Networksenable better customerexperiences through co-innovation
Digital Transformation
Customer Experience
3
Customer Experience Networks
Scalablecustomer andstakeholder
networkconnections
Customer-centricreal-time
responsiveinnovation
Collaborativeand strategic co-innovation
Benefits
APIs are central to CustomerExperience Networks
88%consider secured, externallyavailable APIs to be importantwhen implementing
already use APIs to
4
76% 73% 72%
49% Customer
Experience Networksandenable collaboration
increase innovation
FinancialServices companiesuse or plan to use APIs as a
channelmechanism
organizations use or planHealthcare
co-innovationvalue chainsin
of ofcompanies use or plan to use APIs
Manufacturingto connecttheir supplychains
of
to use APIs to enable
Industry leaders benefit fromCustomer Experience Networks
32%
29%
USE
PLAN TO USE
68%
53%
68% increased theirrevenue streams
53% have benefitedfrom new distributionchannels
Source: The Role of CustomerExperience (CX) Networks in
Delivering Value-Based DigitalTransformation, IDC Infobrief,
sponsored by Axway, May 2017
5
Future demand for Customerfinancial services, healthcare
supply chainand
Experience Networks will beespecially strong in
For more details on the IDC research visit
All IDC research is © 2017 by IDC. All rights reserved. All IDC materials are licensed with IDC's permission and in no way doesthe use or publication of IDC research indicate IDC's endorsement of Axway’s products or strategies.
http://axway.com/cxn
http://axway.idciview.net
To learn how Axway can help you build a customer experience network, visit
