Will coopetition be your next big CX move?

2 minute read, posted on 11/13/2018, by Peter Mullen


We’d all like to know what tomorrow’s customer experience (CX) might look like. Consider this ever-relevant quote by Bill Gates:

“We always overestimate the change that will occur in the next two years, and underestimate the change that will occur in the next ten. Don’t let yourself be lulled into inaction.”

As the world watches to see what nontraditional providers are poised to do next to disrupt the industry, big tech companies like Google and Amazon have been just (surprisingly) quietly poised to take their own bites out of the market.

What we’re also seeing is an intriguing blurring of the lines between competition and collaboration. It’s not new – in earlier days, this was known as coopetition.

Partnering to meet customer expectations

In one of the largest municipalities in the U.S., the rental-car service Avis has two coopetition partnerships with Waymo, Google’s autonomous-driving sibling. The relationship started with Avis servicing Waymo’s vehicles and now extends to Waymo’s self-driving vehicles transporting customers to and from Avis rental locations.

The upside in partnering with a digitally native company, says Avis Chief Innovation Officer Arthur Orduña, is hearing from customers, “Wow, I want to do that again and tell other people. Make it all digital, really mobile, reflect what people are expecting already.”

The ‘why’ is now

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor.

The other option is partnering with VXI, a trusted CX and contact center solutions provider for the world’s leading brands. We have the DNA of a startup, the strategic thinking of a consulting partner, and the analytical skills of a big data company. We’re passionate about collaborating with you on the strategic and operational initiatives that will drive positive outcomes for your business.

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