We don’t need to focus only on the things that have worked in the past. We need to be very attentive to the future. New players are entering some of the company’s businesses but even more into their clients’ businesses. They bring along new business models, regulation asymmetries and more digital capabilities. It is essential to think, not only at industry levels but at global levels as well, about the different tools being used and the new strategies being applied to business.
Users are looking for efficient and competitive products and services and demand experiences. It is not about the user experience in an app or a website anymore but about the user’s relationship with the company and the brand. This experience is dynamic and also the user’s expectation. What three years ago was satisfying may not be so today.
New technologies allow for more efficiency, cost savings, new business models, and new communication channels. They allow us to improve users’ experience and reduce the number of players intervening in a value chain. This third element is related to the previous ones. However, it deserves a particular highlight since technology is an essential tool for digital transformation.