Gartner Research

Customer-Driven Alliances Will Unlock Blockchain Potential

Published: 19 August 2019

ID: G00387564

Analyst(s): David Mahdi , Avivah Litan , Nadine LeBlanc , Lydia Clougherty Jones


Blockchain technologies will ignite the era of decentralization, where customers own their data and decide how it is used. Application leaders supporting CRM and the customer experience should rethink their blockchain strategy in anticipation of the rise of customer-driven blockchains.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Corporate Blockchain Innovation Is Stalling as Organizations Struggle to Adapt to a New Digital Society Reality
    • 1. Organizational Commitment to Blockchain: A Long Way to Go
    • 2. Ability to Cooperate With Competitors: Also a Long Way to Go
  • Many Technology Providers Make Decentralization of Customer Data More Achievable
    • 1. Decentralized Identity Services
    • 2. Tokenization
    • 3. Blockchain Data Exchange
  • Data Monetization and Infonomics Practices Help Quantify the Value of Customer Data

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