How do we want to serve the Customer in the Future?
We have often spoken about platforms and ecosystems and its relevance for products and technology.
But like we try to adapt organisations to new project methodologies and technologies (‘Digitization’) shouldn’t we also from an ecosystem perspective?
Shouldn’t the ecosystem not only determine the customer journey and the product, but also the organisation and operation model behind?
I believe Yes like the model below describes:
The customer as member of an ecosystem is supported by the corresponding organisation with it’s products and journeys.
For an insurance or bank it means one need to look beyond classical product definitions and deployments.
What do you think? Feedback welcomed!
Further reading – The Digital Platform Model