Building and Exploring Electronic Channel Middle Platform Capabilities
In the current wave of digital transformation,the construction of electronic channel middle platforms has become one of the key technologies for enterprises to enhance their market competitiveness.This paper explores the important role of electronic channel middle platforms in promoting business diversity and enhancing customer expe-rience.Through qualitative research methods,the objectives,positioning,and content of the project construction are proposed.In the sections on capability orchestration and capability framework,the six major capability families and construction content of the project are elaborated,with the recharge capability selected as a case for empirical illus-tration.This study reveals the key technological elements for constructing electronic channel middle platforms,in-cluding data integration and platform architecture design,and discusses how these technologies support personalized marketing and customer service optimization.The results indicate that successful middle platform capability con-struction requires not only technological investments but also considerations of the impact on organizational culture and change management within the enterprise.This paper proposes an adaptive middle platform capability con-struction model and discusses its application in different business scenarios for telecommunications operators.Ulti-mately,the study identifies the main challenges faced during the implementation of electronic channel middle plat-form construction and provides an outlook on future development trends.This research offers strategic guidance for enterprises looking to improve business efficiency and customer satisfaction through the construction of electronic channel middle platforms.
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