Digital transformation vs. digitization – creating customer-centric strategies with data

In a market awash with marketing messaging, the discussion of the difference between‘ digital transformation’ and ‘digitization’ is a common one.  Whilst it is not uncommon for the terms to be used interchangeably, this is technically incorrect and the distinction is an important one, especially for businesses looking to make the most of the data they uncover as part of …

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The digitization of customer support is posing serious challenges

Companies that digitized their customer support channels in wake of the Covid-19 pandemic are now faced with a major challenge: customers don’t believe support is genuinely interested in solving their problems.  According to a new report from customer experience orchestration firm Genesys, customer service representatives’ concern sounds “fake” to a third (32 percent) of consumers. Furthermore, another third (31 percent) …

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The digital disruption of the RegTech scene: how digitization is enhancing regulatory processes

Regulation can be a double-edged sword. On the one hand, it is needed so that everyone operates in the same manner, and it creates trust and safety in the industry. While, as one government whitepaper put it, businesses are regulated “to deliver better outcomes for the economy, society and the environment”. Yet at the same time, many would argue that …

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The pandemic has helped most UK firms speed up digitization

Experts and market analysts have advised organizations to speed up digital transformation for years now, but it has taken a global pandemic to force many into action.  This is according to a new report from cloud and hosting services provider IONOS, which found that almost two thirds of UK’s SMEs believe Covid-19 has impacted their digitization efforts. Polling 1,003 UK …

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