Gartner Research

How Customer-Intimate Enterprises Should Approach the Transition to Digital Business

Published: 02 December 2014

ID: G00260061

Analyst(s): Hung LeHong

Summary

It may be tempting for customer-intimate enterprises to use digital capabilities to become more operationally excellent or product-focused. However, we recommend that enterprises focus on becoming even more customer intimate.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Customer-intimate enterprises are becoming digital businesses, forcing CIOs to focus on becoming even more customer intimate
  • As digital capabilities raise customer expectations, CIOs of customer-intimate enterprises must use those demands to begin their digital transformations
  • Customer engagement in the digital future will span a much broader time frame, and bring different types of interactions that CIOs and their enterprises should leverage

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