Understanding the CX Network Challenges
Top Challenges Associated with CX Networks
Percentage of respondents identifying challenges
No-one said that building CX networks was easy. 40% or more of large enterprises have experienced the challenges of "encouraging participation, and sharing of data and co-innovation," "providing secure data access and identity management," and "managing shared business outcomes and shared value."
"Encouraging participation, and sharing of data and co-innovation" relates to the specialized and independent nature of many departments and operating units within large organizations. This is often exacerbated by conflicting performance metrics. An ecosystem-wide business strategy and CX network policy is required to avoid data silos and a lack of concerted collaboration.
"Providing secure data access and identity management" is an inevitable concern when the "opening up" of enterprise data, as will be required by CX networks, is required. "Managing shared business outcomes and shared value" relates to the potential complexities of aligning, motivating, and measuring all stakeholders around a single set of unified business outcome goals.