Being 'digital' is about rethinking what you do and how you do it, and rethinking processes and business models using digital technologies that combine the physical and virtual worlds. Digitalization is not so much a technology as a mindset.
Digitalization also transfers more power to the customer, who will also perform in brand new channels, expect more and order in new ways. In addition, you meet new competitors and all this simply means that you have to change the way you are used to thinking. Both management and employees, as well as skills, culture and technology must play off one another, based on the possibilities digitization provides and the requirements for innovation it represents.
The questions you must ask yourselves
• Do we understand the changes facing us?
• Who could pose a threat to us? How can we monitor them?
• Is anyone trying to take our place in the value chain?
• How can we challenge other players in our or another value chain?
What has to be done?
By constantly showing the willingness to improve the customer experience, you simultaneously explore how to remove customer discomfort as well as discover how to surprise customers with new services today. This is the best guarantee to steer towards significant improvements for the customer’s experience tomorrow. When you look at what you offer and business models with new eyes, you are also preparing to create new products and services at the same time, often by utilizing new data and thorough analyses.