The Path to the Ecosystem

Daniel Fasnacht ()
Additional contact information
Daniel Fasnacht: University of Zurich

Chapter Chapter 7 in Open and Digital Ecosystems, 2024, pp 193-233 from Springer

Abstract: Abstract How can an experience-oriented customer journey be designed in an open ecosystem? Business model innovations, as diverse as they are, should always serve a purpose—customer benefit. Digital innovations can contribute significantly to automation on the one hand, but also create new opportunities to delight customers. To create a service- and customer-oriented experience, the customer must be placed at the center of economic activities. This requires dynamic customer segmentation that combines psychographic patterns, such as interests, opinions, values, and emotions, with generally available information. Data can be refined with the help of artificial intelligence to become valuable information from which companies can develop personalized solutions. Everything-as-a-Service will soon become standard and blur sector boundaries even more. The consumer of the future wants to meet his everyday needs digitally, cost-effectively, simply, and conveniently with various services. Private and professional activities are increasingly merging, giving rise tonew models like social commerce, with some user spending more time in the virtual world than in the real one.

Keywords: Digital customer journey; Customer experiences; Business model innovation; Predictive analysis; Everything-as-a-Service; Precise need satisfaction; Service-oriented; Ecosystem (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-658-45395-4_7

Ordering information: This item can be ordered from
http://www.springer.com/9783658453954

DOI: 10.1007/978-3-658-45395-4_7

Access Statistics for this chapter

More chapters in Springer Books from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().