Gartner Research

The Two Digital Threats Most Likely to Disrupt Your Relationship With the Customer of the Future

Published: 03 May 2017

ID: G00303973

Analyst(s): Ed Thompson , Leigh McMullen , Jenny Sussin , Michael Maoz

Summary

New forms of consumption, and the changing nature of product and service value creation, will force businesses to redefine who they are. Application leaders charged with improving customer experience must understand how these two powerful trends will disrupt how they interact with customers.

Table Of Contents
  • Impacts

Analysis

  • The Consumption Experience Trend
  • The Value Creation Trend

Impacts and Recommendations

  • The ability to provide shared access to increasing numbers of underutilized products and services will create new subscription-based business opportunities, thus disrupting existing models
  • The realization of algorithmic business will force programmatic businesses to acknowledge that everything can be a customer endpoint
  • The accessibility of remote development, distribution and marketing resources will result in a drastic increase in platform businesses
  • Customers will play the role of dynamic agents, which will drive growth in the number of artisan businesses

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