Digital Transformation (2/15)
Technology in general has always had a deep impact on business and society. One of the changes we see in recent years is the speed at which everything is happening. Technological developments and changes that bring on us are accelerating rapidly, showing an exponential growth – and consequences.
This speed is contextual and felt differently across various industries. It goes hand in hand with ‘new technologies’ the role they can play in the specific industry, market conditions, types of customers and stakeholders. However, the speed is crucial in more than one way. There can always be an organization in any industry that sees and seizes opportunities competitors do not.
As it relates to certain business functions a lack of speed is simply not an option, regardless of industry, it has become a necessity. Customer service is just one, although it is crucial that the customer experience is key to the digital processing and integrated customer care is essential in this regard.
Finally, the exponential growth or rate of change in any area that is (customer behavior, regulatory frameworks, technologies, etc.) can occur at the most unexpected moments. Creating the conditions to be ready for rapid changes and ideally pro-DAPT and take the lead, to change the status quo, it is part of the business transformation.