Gartner Research

Digital Customer Service Part 2 — Keep the Customer at the Heart of Ecosystem Collaboration

Published: 14 August 2017

ID: G00335538

Analyst(s): Simon Bailey

Summary

As digital business models become more complex, a new collaboration mode is emerging. Supply chain leaders focused on customer service must understand how ecosystem models work, and then update their capabilities to benefit from broader partnerships while keeping the customer experience central.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Digital ecosystems with many partners and connections are set to become the pre-eminent business collaboration model, meaning supply chain leaders will need to operate in new ways
  • Organizations that place their own needs and goals at the center of models struggle with ecosystems that work across many partners to deliver a seamless customer experience
  • Many organizations are reporting skills gaps in customer service teams, which constrains their role in supporting ecosystem collaboration and the delivery of new digital business models

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