Traditional Approaches to Customer Experience Need to Evolve, New Global Research Finds
Organizations need to rethink traditional approaches to customer experience management according to a new study sponsored by Axway (Paris:AXW) (Euronext: AXW.PA), a catalyst for transformation, in partnership with industry analyst firm IDC, a leading provider of global IT research and advice. The study, The Role of Customer Experience Networks in Delivering Value-Based Digital Transformation, found that despite customer experience being the top digital initiative for organizations, 69 percent have yet to implement a single view of the customer.
This Smart News Release features multimedia. View the full release here: http://www.businesswire.com/news/home/20170502006279/en/
The study1 surveyed more than 600 senior executives in IT, digital and customer experience roles at the largest global enterprises across the U.S., Europe and Asia. The study revealed that customer experience is now the most critical digital initiative for more than 70 percent of enterprises. The study also indicated that customer experience is now replacing product and price as a means to create brand value, distinctiveness and strategic differentiation.
Despite organizations investing in omnichannel strategies, the study found that an omnichannel approach isn’t consistently delivering ROI. Only 14 percent consider the value of omnichannel to be ‘a key differentiator and source of competitive advantage’ conversely, 22 percent say it is just a ‘necessary cost of doing business’.
“Many enterprises have put a lot of investment and effort into omnichannel communications. However, the omnichannel systems of over 4 out of 10 of our research respondents still fail to provide the essential unified and real-time view of customer experience,” said Gerry Brown, research director, software, at IDC. “Omnichannel management and other early market technologies are being superceded by more holistic and customer-centric models – our research reveals that 'customer experience', 'a single customer data view' and 'customer journeys' are all rated as significantly more important as digital initiatives than omnichannel management."
With traditional approaches to customer experience proving to be sub-optimal, IDC and Axway have identified a new approach to meet customer needs – customer experience networks. Leveraging data from a vast array of internal and external data sources in a customer’s journey - including customers, employees, business partners and suppliers - allows organizations to co-innovate with customers and embrace stakeholders in a more strategic and coherent way than omnichannel. The study revealed that traditional internally facing approaches and methods are being replaced by externally facing customer-centric methods, with more than half (52 percent) of enterprises moving very strongly towards ‘collaborative innovation’. Additionally, organizations operating customer experience networks are reporting increased revenue (68 percent).
Driving collaboration and innovation is APIs, of which 73 percent consider being ‘important’ or ‘extremely important’ for the implementation of customer experience networks. In particular, senior executives in industries including financial services, telecommunications and media, and utilities verticals consider APIs to be top priority, with 80 percent of them indicating that APIs are ‘important’ or ‘extremely important’.
“Traditional approaches to customer experience are broken and as our research shows, organizations need to rethink their strategy for competitively achieving digital transformation,” said Jean-Marc Lazzari, CEO at Axway. “For businesses, a customer experience network generates incredible speed, power and agility. They tap into internal business and IT teams, developers, suppliers and partners to initiate new ideas and create a crystal-clear view of the customer.”
About the Study
The study, The Role of Customer Experience Networks in Delivering Value-Based Digital Transformation, examines the state of customer experience management. The study included participation from 602 senior executives in IT, digital and customer experience roles from large enterprises, 62 percent of which have more than 5,000 employees. Respondents were evenly spread across a variety of sectors including business services, financial services, government, healthcare, manufacturing, retail, telecommunications and media, transportation and utilities.
For complete details of the report, click here.
To learn more about how to create immersive digital experiences using customer experience networks, read about the latest enhancements to Axway AMPLIFY™, here.
Twitter: @Axway #DigitalBusiness
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.
1 IDC InfoBrief sponsored by Axway, The Role of Customer Experience Networks in Delivering Value-Based Digital Transformation, April 2017
Blanc & Otus
Simon Jones, Tel. (415) 856-5155
Om Business Wire
Business Wire, a Berkshire Hathaway company, is the global leader in multiplatform press release distribution.
Følg saker fra Business Wire
Registrer deg med din epostadresse under for å få de nyeste sakene fra Business Wire på epost fortløpende. Du kan melde deg av når som helst.
Siste saker fra Business Wire
Edgewater Networks Announces Event Sponsorship of BroadSoft Connections 201720.10.2017 21:00 | Pressemelding
Edgewater Networks, Inc., the industry leader in Network Edge Orchestration, announced today that it is an event sponsor of the BroadSoft Connections 2017 user conference, which takes place October 22-25 at the JW Marriott Phoenix Desert Ridge Resort & Spa in Phoenix, AZ. During the event, Edgewater Networks will feature demonstrations of the latest end-to-end network interoperability capabilities, including Zero Touch Provisioning, UC Analytics from the core to the endpoint, SD-WAN optimized for BroadSoft, and much more. Continuing a long-standing partnership with BroadSoft, Edgewater Networks has completed another level of BroadCloud certification, this time for local survivability which is critical for business continuity for SMB and Enterprise customers. BroadSoft’s PacketSmart is available on all EdgeMarc Intelligent Edges. All elements of the Network Edge Orchestration are
More than 70 Companies to Showcase Top Tech at CES Unveiled Paris20.10.2017 15:08 | Pressemelding
The Consumer Technology Association (CTA) today announced that more than 70 exhibitors will showcase their latest innovations at the now sold-out fifth annual CES Unveiled Paris The event will focus on the Internet of Things (IoT), connectivity and smart cities, and draw more than 600 attendees. CES Unveiled Paris will run from 2-7:30 PM on Tuesday, October 24, 2017 at the Palais Brongniart. Regional technology companies, top-tier media outlets, buyers and key industry influencers will come together at CES Unveiled Paris to get a direct look at the latest industry developments. The day kicks off with a CES news conference and CTA market trends presentation. Conference programming is followed by a tabletop exhibition & networking reception. Curated exhibitors will be there to showcase top tech from robotics and audio to smart home and augmented and virtual reality. Notable
Westinghouse Receives Regulatory Approval for Analysis Methodologies20.10.2017 12:15 | Pressemelding
Westinghouse Electric Company today announced that it has received approval from the U.S. Nuclear Regulatory Commission (NRC) for two new important analysis methodologies that will be used to upgrade Westinghouse- and Combustion Engineering-based nuclear steam supply system (NSSS) safety analyses. The approvals granted are for the new FULL SPECTRUMTM Loss of Coolant Accident (FSLOCATM) methodology and the Performance Analysis and Design Model software code update, PAD5. FSLOCA is capable of improved modeling of the transient response in a pressurized water reactor to the full spectrum of LOCA break sizes that could occur, and PAD5 is the next generation of the Westinghouse fuel rod design performance code. “These codes were developed to work in concert with each other to maximize analytical margin for nuclear utilities,” said Michele DeWitt, senior vice preside
Gilead Announces Multiple Scientific Presentations Demonstrating High Cure Rates in Difficult-to-Cure HCV Patients and Improved Long-Term Bone and Renal Safety of Vemlidy® in HBV Patients Switched from Viread®20.10.2017 12:03 | Pressemelding
Gilead Sciences, Inc. (NASDAQ: GILD) today announced results from Phase 2 and Phase 3 studies of its approved medicines for chronic hepatitis C virus (HCV) and hepatitis B virus (HBV) infection, adding to the body of evidence supporting Gilead’s viral hepatitis therapies in diverse patient populations. These and other data from more than 25 abstracts will be presented this week at The Liver Meeting® 2017, which begins today in Washington, D.C. Positive results from studies of Harvoni® (ledipasvir 90mg/sofosbuvir 400mg) in HCV-infected patients with severe renal impairment, Epclusa® (sofosbuvir 400mg/velpatasvir 100mg) in HCV-infected liver transplant recipients and Vosevi® (sofosbuvir 400mg/velpatasvir 100mg/voxilaprevir 100mg) in NS5A-inhibitor experienced HCV-infected patients will be presented during poster sessions on October 21 and October 22. In addition, updated results f
Schlumberger Announces Third-Quarter 2017 Results20.10.2017 11:00 | Pressemelding
Schlumberger Limited (NYSE:SLB) today reported results for the third quarter of 2017. (Stated in millions, except per share amounts) Three Months Ended Change Sept. 30, 2017 Jun. 30, 2017 Sept. 30, 2016 Sequential Year-on-year
SP3H Announces That It Has Obtained a €1.2 Million European Union Grant for Its Intelligent and Clean Vehicle (VIP) Project20.10.2017 10:47 | Pressemelding
SP3H is proud to announce joining the very select circle of the 10 French winners of the H2020 SME Instrument Phase 2 program since 2014. This press release features multimedia. View the full release here: http://www.businesswire.com/news/home/20171020005325/en/ Last summer VIP received the very prestigious SME instrument phase 2 H2020 label in the "transport & smart cities mobility" category. With an overall budget of € 1.7 million, VIP is subsidized by the European Union at a rate of 70% or €1.2 million. The framework contract was officially signed early October. VIP is the pre-industrialization program for Fuelbox sensors, the world's first miniaturized scanner capable of analyzing the quality of fuels on board vehicles. The heart of the program remains closely linked to the reduction of CO2 and pollutant emissions from vehicle
I vårt presserom finner du alle våre siste saker, kontaktpersoner, bilder, dokumenter og annen relevant informasjon om oss.Besøk vårt presserom