How Companies Use Digital Technologies to Enhance Customer Offerings—Summary of Survey Findings

MIT CISR research suggests that to compete in the digital economy, established companies must take advantage of the opportunities of digital technologies by delivering new, digital offerings. In the summer of 2018, we surveyed digital, business, and technology executives at one hundred fifty big companies to learn the extent to which established companies were developing digital offerings: customer solutions that leverage the capabilities of digital technologies. We also asked about the organizational capabilities, in the form of five building blocks of digital transformation, that these companies were developing to help them succeed with their offerings. The five organizational building blocks are an operational backbone, a digital platform, an external developer platform, shared customer insights, and an accountability framework. This report details the findings from the survey.