Digital transformation: the secret is to focus on the consumer experience

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Digital Transformation: The Secret is to Focus on Consumer Experience: São Paulo – Sérgio Simões, partner at PWC, cited Domino's as an example of an innovative company.
Domino's was considered one of the most innovative companies in the United States last year. The company offers an option to order pizza without clicking: the customer just needs to use the app, register their preferred order and click to open the app. With this single touch, the order is automatically made and delivered to the person's home. The insight from this case was to realize that a good portion of customers ordered the same flavor, at the same time and on the same day. The focus on consumer experience and integration with the business model and technology is the key to Domino's success – and also to any organization in the future. This is the vision of Sérgio Simões, partner at PwC, who presented the top Tech Trends and their potential to disrupt the economy during the Amcham CEO Forum – São Paulo, held on June 20.

“This is digital transformation , it’s understanding the whatsapp mexico number customer. And behind all of this, it’s reprogramming the purchasing area and defining my logistics differently. When I take this end-to-end, transforming from the customer to the back office of my company, I will be able to transform digitally . Anything different from this is simply process automation,” he commented.

Companies that understand how new technologies can provide a positive experience and a good business model will be the winners – like Domino's, which earned two billion dollars in digital sales, representing more than 50% of delivery services. The combination of business, experience and technology forms the BXT triad – business, experience and technology , much discussed by Simões in his presentation.

“It is important to understand that it is not enough to simply have the latest emerging technology; you have to understand why. Just because my competitor has it does not mean I have to have it. What is your business model? What is your purpose? What is your impact? What are you going to use this innovation for? With all of this clear, there is certainly a technology available today for you to use,” he said.



Digital Transformation Tech Trends
According to a report by PwC, there are currently more than 150 technologies that are already revolutionizing business. The main ones that will have an impact in the medium and long term are:

Blockchain;
3D printing;
Robots;
Drone;
Augmented and virtual reality;
Artificial intelligence;
Internet of Things (IoT) .
“These are technologies that we believe, if applied within a structured concept of purpose, value and experience, will make a huge difference in your business, your products and your life.” Connectivity is the main change: life on social networks, on cell phones, with data storage in the cloud is something that cannot be reversed, according to the expert.

Businesses need to pay attention to these innovations, but without losing sight of the fact that people are the center of any market, Simões points out. Companies need to look for the right people. In this case, they are those who have the ability to understand problems and provide the right solutions, according to the expert.



Digital Transformation Mega Trends
Winners also need to pay attention to changes occurring in the world beyond business, which PwC calls global megatrends. These range from climate change, lack of natural resources, the shared economy, accelerated urbanization, increased longevity and even the shift in economic power, which is increasingly stronger in Asia and less representative in Europe, for example.

“It is clear that there will be a lack of resources and that companies that are increasingly approaching renewable energy will influence people’s behavior from now on. And if this is the pain your company is feeling, you have to observe that emerging technologies will help you with the lack of resources”, he provokes.