Gartner Research

Customers Alter Your Business Model, Become Competitors, Transform Into Things

Published: 30 October 2015

ID: G00291315

Analyst(s): Don Scheibenreif , Kimberly Collins


Customers are increasingly using technology to initiate interactions with companies on their own terms. IT leaders should follow these best practices to enable their organizations to keep up with the pace of change customers are driving in the digital business world.

Table Of Contents
  • Key Challenges



  • Use Business Moments to Envision the Future Possibilities of Customer Engagement
  • Anticipate That Your Customers Are Using Technology to Initiate Change in Your Business Model
  • Address Technological Complexity by Becoming More Human
  • Align Your Roadmap to Your Organization's Culture and Maturity
  • Digital Business Examples

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