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Digital Transformation – What do you notice when talking to customers?

In this short article, we highlight the challenges of customers in making Digital Transformation in their companies.

Before, though, do you really know what is behind this process?

So come on!

Briefly, it can be said that Digital Transformation is a practice that aims to change the way to serve the customer, moving from the physical to digital, using the resources of NTICs (New Information and Communication Technologies). All this, because increasingly perceive a differentiated consumer behavior of the customer. And this behavior will continue to change with technological evolution. This is why being aligned and prepared for NTIC use is so necessary. When it comes to technologies, it is of paramount importance to do what we conceptualize as the Customer Journey, that is, to generate a relevant consumer experience for the customer in which he or she is known and attracted to purchase a company’s products and services. For this to happen, he needs to feel engaged and interested in making such acquisitions. And in order for him to continue purchasing the same or other products and services, from the same company it is important that he has had a good shopping experience, so having a retention process is essential.

But what do companies report about the digital transformation experience?

Most of them claim that they are digitally transforming and so are facing major challenges to make it happen.

When asked what they are doing in practice and how it is being done, it is clear that they are actually preparing, engaging related areas, designing relevant practices, making good partnerships and periodically measuring the achievements of the results they are achieving. However, still with a much greater focus on the technologies themselves than on structural and cultural changes. Since the challenge for most is to continue preparing for the changes to come.

And that is the point of reflection here! THE CHALLENGE!

Everyone knows that digital transformation is vital for organizations and that for it to happen is not just about using technologies, but mainly about making clear plans, structural and cultural changes, engaging all areas of the company, using the knowledge of employees and partners, allowing changes sustained by the boards, providing autonomy and conditions to prototype solutions and indicators that prove the scope of what has been planned.

Perhaps, this is the most challenging point! Because not all companies that are or want to do digital transformation are engaging each of these items together. They end up blaming an area for it like Marketing, Innovation and IT As if they alone were responsible for making the digital transformation happen. They are too, but it is important that all areas that reflect customer service are fully involved.

It is in this sense that having the support of an IT Partner is relevant because it is able to support and help make the digital transformation of a company. Because it already has cases that prove how to do it in a practical, effective and fast way. How to create conditions for other areas of the company to truly participate and feel responsible for this transformation.

You might be wondering how an IT partner company can do that from the outside, right?

Well, the answer is simple. Precisely because it is outside, it can identify, analyze and generate a solution to the needs of the company. Because it is not “blocked”, “immersed in the company culture”, points that often make employees do not realize or accept that it is a need for improvement. In addition, it has experience with other companies, so it already knows points that are very common in the digital transformation process and that’s why it can do this work in such a peculiar, specialized way and with a quick return guarantee. Of course, as with any service, it is important to know the consultancy and how much it can really serve you.

Why does the Partner Company have to be IT?

What is behind this choice is the custom developments, integrations, deployments and implementations of technologies, in order of priority and relevance that companies plan. IThis means that the consultancy needs to have a complete development solution feature, with agile methodologies, Devops, Continuous Integration and Delivery, new AI-based technologies, and of course, professionals with expertise on each front of performances.

Of course other segments do support it, but in their specialties. Each has a key role.


Most companies seek support from employees, executives, partners, suppliers, customers, among others who may in some way present knowledge of the cause, planning, analysis and conditions to make the digital transformation and many other necessary transformations that are emerging **. Therefore, being open to listening, understanding what really compromises and giving really enchanting solutions ** will be differential for us to continue evolving and providing customers with customized, relevant, practical and satisfying experiences.

I am available to explore this further or to answer questions and suggestions.

Hope this article made sense to you!

By *Carla Souza – IT Business Executive

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