Axway Challenges CEOs to Boldly Transform Their Approach to Customer Experience by 2020
Axway (Paris:AXW) (Euronext: AXW.PA), a catalyst for transformation, today unveiled its call to action for organizations to meet the rapidly increasing demands of digitally empowered customers. As customers clamor for more choice, responsiveness and personalization, Axway predicts by 2020, organizations will completely rethink existing business processes by co-creating the customer experience with other constituents in the customers’ journey. This will spur new value creation not previously achievable by a single organization or sole line of business.
Traditionally, organizations have adopted an omnichannel approach to unify the customer experience, but this is often not sufficient or successful in delivering a ROI. Going forward, Axway believes that organizations have no choice but to leverage data from a vast array of internal and external data sources to meet customer needs and stay competitive. To do this, organizations need to tap into ecosystems of employees, suppliers, partners, and developers – what Axway calls customer experience networks – whether the customer is in a B2B or B2C industry.
“While all CEOs have been investing in technology for decades to improve the customer experience, in many ways, technology has actually pushed customers away rather than engage them,” said Jeanine Banks, executive vice president, global products and solutions, Axway. “By taking a more holistic approach that focuses on being open to co-innovation with constituents, while also capitalizing on insights from internal and external data sources, organization leaders can realize their transformational power and inspire their customers to push their digital boundaries.”
Customer experience networks form, shape and evolve the customer journey for various types of consumers including shoppers, patients, homeowners, drivers, travelers and professionals, and more. Organizations that previously lacked a unified and real-time view of customer experiences can now broker or participate in their customers’ ecosystems to gain visibility into complete customer journeys across enterprise and third-party touch points. With customer experience networks, enterprises will be able to:
- Continuously anticipate and adapt to changing market conditions and customer expectations
- Quickly design and introduce new products and services to differentiate themselves from their competition
- Easily collaborate with new stakeholders across value chains that were not accessible before
- Efficiently develop, launch, and industrialize new business models to capitalize on new revenue streams and grow their bottom line
“Axway has clearly recognized that data is the core currency of digital business engagement models and the context of how data is processed, integrated, and subsequently analyzed to derive actionable insights is critical for ensuring close alignment with customer expectations,” said Saurabh Sharma, senior analyst, Ovum.1
1Ovum, On the Radar: Axway AMPLIFY™ Platform, Saurabh Sharma, December 2016
Follow @Axway: #APIFirst #Digital Business
Axway (Euronext: AXW.PA) is a catalyst for transformation. With Axway AMPLIFY™, our cloud-enabled data integration and engagement platform, leading brands better anticipate, adapt and scale to meet ever changing customer expectations. Our unified, API-first approach connects data from anywhere, fuels millions of apps and delivers real-time analytics to build customer experience networks. From idea to execution, we help make the future possible for more than 11,000 organizations in 100 countries. To learn more about Axway, visit www.axway.com.
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