Abstract
This research draws on two global surveys of customers of IT services to identify an emerging IT space we call “Digital Exploration” services. In contrast with Traditional IT services and cloud-based Digital Exploitation services, Digital Exploration services involve conceiving and implementing new business strategies and processes using new digital technologies (e.g., blockchain, augmented reality, deep learning, IoT). In a follow-on study involving depth interviews with IT customers, the research identifies several factors critical to successful Digital Exploration. These include customer selectivity, close collaboration between IT providers and customers, strategic and systemic thinking, an open innovation approach, and use of performance directionality (versus precise KPIs). In addition, the depth interviews help identify specific changes needed in the mindsets and behaviors of business unit leaders and various functions in IT providers and customers for the promise of Digital Exploration services to be realized.
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