Today’s customers use digital technologies to gather information and seek out options for spending their dollars, whether in a B2C or B2B context. Digital technologies have tipped the balance of power in their favor in ways that demand corporations respond with improved customer experiences, competitive prices and even increased alignment with customers’ values. Wise leaders and corporations are rethinking and redesigning their traditional, more linear, customer journeys to adapt to the new world where customers have more power and control. More data and digital technologies exist today than ever before, enabling executives to lead their corporations with smart digital strategies centered around customer needs.
Why are we seeing so many new business models? How will individuals, executives, enterprises, and industries respond to new players with alternative business models challenging their industries? What role does technology play in enabling these business models? What industries have been most impacted, and which are likely to be significantly impacted in the future? What role does corporate IT play in supporting their enterprises’ creation of new business models? The 2016-2017 Britt Technology Impact Series will explore the rapidly-changing dynamics of customer experience, including how companies can leverage digital strategies to create competitive advantage and win in what Forrester Research calls, “The Age of the Customer.”