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IDC Opinion

Based on our research, IDC offers the following 5 essential points of guidance to those large enterprise business, digital, and IT executives evaluating customer experience networks:

  1. 1

    Evaluate your competencies and capabilities in the areas of full cycle API management and customer experience networks. Our research shows that APIs are crucial to the implementation of CX networks, and 60% of large enterprises are lacking competencies in each of these areas.

  2. 2

    Incorporate the concept of customer experience networks into your digital transformation programs and digital initiatives. Set yourselves quantifiable and measurable goals for increasing network connections and building scalable customer experience networks that facilitate co-innovation, collaboration, and the sharing of data.

  3. 3

    Start thinking how to leverage your API investments beyond the boundaries of your own organization and as a source of sustainable competitive network advantage. Aim to grow your network connections throughout your business ecosystem to gain the business advantages of "the network effect."

  4. 4

    Don't be too inside-out focused — focus on the customer, outside-in, for truly customer-centric business solutions that incorporate stakeholder co-innovation.

  5. 5

    Reimagine your data network as an externally focused dynamic nervous system that enables real-time responsiveness to market changes using the co-innovation and co-creativeness of your business partners and customers.

To learn how Axway can help you build a customer experience network, visit axway.com/cxn