Digitisation has a growing impact on ourselves as human beings, but also on the companies that employ us and on society at large.
For instance, we shop from the comfort of our own homes while running outside to catch Pokémons. Digitisation blurs the lines between the physical and virtual world.
The taxi company of the future no longer has drivers or taxis. People and physical objects receive digital counterparts and thanks to artificial intelligence (AI) and self-learning algorithms, digital entities are starting to exhibit human traits. Customers call on helpdesks that are no longer exclusively manned by flesh-and-blood persons but by chatbots as well. And if the Amazon Go model is universally adopted, the checkout till at the supermarket will become a thing of the past.
Technology has removed the physical restrictions of time and space. Both for customers and companies this opens up a wealth of new opportunities, transactions and experiences.
The business world will gain momentum, bringing not just new commercial opportunities but also risks.
The large volumes of information and the increased speed of our digital interactions make a real-time customer approach possible, but those customers will also develop new expectations and be presented with more options. They can zap away in an instant. Also, governments are issuing new laws and regulations to protect their citizens’ privacy.
In addition to the growing complexity of customer interactions, companies are also confronted with new business models. The lines between industries are fading and entire industries are feeling the effects of digital disruption. Competition not only comes from small (low-cost) players but also from non-traditional players from other sectors. Established companies must question and reinvent themselves in order to meet these challenges.
The key is innovation. Tapping into new markets and customer segments may be just what the doctor ordered for one company, while others will focus on offering new services, channels and models for collaboration. More and more often, companies are opting for an end-to-end digital model in an operational sense as well and this results in simplified processes, a more agile organisation and new possibilities in terms of IT.
At AE we feel that focusing on innovation is not a matter of choosing one over the other. On the contrary, we often see that digital transformation allows for traditional business models and systems to be used together with innovative services.
We help our customers take the right steps in their digital transformation and innovation processes. First of all, by better understanding our clients’ customers and by putting innovative ideas to the test. In this way we gain a profound insight into what really works so we can market the best ideas and integrate them into a long-term overall approach for our customers.