Transformation is about relationships, not about technology – Computerworld

is a mistake to think that the transformation is Digital. Technology has always existed and, from time to time, there are new terms, new clothes and new jobs as well. What has changed, in fact, is the way to deliver the relationship, the experience, consumption, among others.

The process then is much more related to people than to technology. While the digital model changes the focus of the relationship, allowing the reach of all with all, the service provider company (client) is a means to that kind of relationship.

The scan does have its importance but the “technological journey” need not be understood by customers. These only define where the consumer will and technology companies, in turn, are responsible in the delivery of these relationships. If they are going to use algorithms, Big Data, Business Intelligence, Agile Methodology, among others, make no difference to the client.

The digital transformation is a catalyst of various technologies, but what the customer needs is not delivery of them, but a business strategy that raises its maturity in this scenario. This is the point that leads to transformation.

This is not to scan what a company has today, but to rethink its strategy and unite functionality to change its relationship with stakeholders. An airline, for example, that anticipates customer contact, alerting you through an application the possibility of flight change makes use of technology to transform its relationship with the user.

You can do this using the digital infrastructure available to think of ways to make relationship. It’s just a matter of IT consultants help companies define scopes that will surprise the listener, anticipating actions that will increase loyalty.

A high point for Relationship Transformation are the applications. Today, people prioritize the use of these mechanisms for ease of relationship that mobility allows. Mobility and Relationship then go together. Anchored to the business strategy, the front ends of applications allow various consumer experiences.

The first step to enhance the stakeholder experience is to define a structured strategy, focusing on a long-term vision of how the company wants to be recognized when it comes to relationships. That said, it’s time to format the algorithms and deliver peripheral actions to begin to experience the Digital Transformation, which actually is the Relationship Transformation.

* Eduardo Pugliesi is director of Innovation and Business Intelligence Enterprise Applications Division of the IT probe.