Gartner Information Technology Research

Show, Nudge and Augment Customers to Engage in New Societal Ecosystems

Published: 21 February 2020

ID: G00461796

Analyst(s): Alistair Newton , Laurie Shotton


Integrating autonomous technology into everyday living will accelerate the rise of customer-driven societal ecosystems. CIOs will have unprecedented chances to help create new business models and customer propositions by understanding and unbundling the component technologies and data flows.

Table Of Contents


  • Shift Your Enterprise Thinking to Embrace New Data-Driven Business and Service Propositions
  • Map Engagement Levels and Variables to Create Customer Propositions
    • Identifying and Developing Capabilities That Support Customer Propositions
  • Put the Framework Into Practice: Two Examples
    • Customer-Societal Proposition Example No. 1: Help Me Manage My Home or Business Premises
    • Customer-Societal Proposition Example No. 2: Make Me More Socially and Environmentally Aware
  • Conclusion

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