Shift from inward facing focus to external focus
The IDC research on the trend of Customer Experience Networks visualizes the current state of how respondents indicate whether their customer-facing and customer information processes and systems are internally organization focused versus externally customer focused as a normal distribution curve. According to the research "IDC expects this curve to skew towards the right (externally facing) as digital transformation becomes more embedded in enterprise culture". The research further shows that leading Organizations lead with innovation in customer experience leveraging other organization to co-create success. Finally, check out the IDC research, our eBook on co-create and co-innovate at http://axway.com/cxn.
