Title: Role of customer experience in developing co-creation strategy and business model innovation: study on Indonesia telecommunication firms in facing Industry 4.0

Authors: Leonardus Wahyu Wasono Mihardjo; Sasmoko; Firdaus Alamsjah; Elidjen

Addresses: School of Management, BINUS Business School, Bina Nusantara University, West Jakarta, Indonesia ' Faculty of Humanities, Bina Nusantara University, West Jakarta, Indonesia ' School of Management, BINUS Business School, Bina Nusantara University, West Jakarta, Indonesia ' School of Management, BINUS Business School, Bina Nusantara University, West Jakarta, Indonesia

Abstract: Industry 4.0 is driven by the significant influence of digital technology in the industry. Corporations are required to transform to provide customers experience services to sustain competitive advantages. The main drivers of Industry 4.0 are long-term innovations, especially for business model innovations integrating with vertical and horizontal capabilities and co-creation strategies, which are a collaborative strategy to grow together with customers and partners. Information communication and telecommunication (ICT) plays an important part in enabling the digital transformation. At this stage, research on business model innovations to transform organisation capabilities within the ICT industry is still very limited. This paper seeks to portray the conceptual model of ICT companies in transforming their business and organisation capabilities to face Industry 4.0 through co-creation strategies and business model innovations in Indonesian markets. This model of digital transformation was a suitable model for senior leaders to transform digital business capabilities and academics.

Keywords: Industry 4.0; customer experience; co-creation strategy; business model innovation.

DOI: 10.1504/IJBG.2021.10038059

International Journal of Business and Globalisation, 2021 Vol.28 No.1/2, pp.48 - 63

Received: 22 Nov 2018
Accepted: 17 May 2019

Published online: 27 May 2021 *

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