Today, all sectors focus their advances on the digitization of their services and products to streamline any process, reduce costs, and even have greater flexibility without having to travel. The importance of digital transformation in companies weighs heavily on user demand since all companies are forced to incorporate change and innovation in terms of technological processes.
Before, it was more challenging to carry out marketing actions because not as much information was collected from conducting satisfaction surveys or any interaction with the client to discover their needs to all the data that can be collected automatically. Currently, it is possible to track the user, see their movements, correctly define your target audience to capture their attention and, in this way, prepare a series of tailored actions with which to improve the customer experience.
In addition, the channels through which we can reach consumers have increased, making our communications with them more dynamic and interactive. The normalization of social networks allows us to have a more excellent knowledge of the genuine opinion of users about our catalog of products and services. This is also transferable when the interactions are b2b. It is imperative to know how to find the needs of companies, optimize their time, improve their efficiency and reduce costs. The culture of anticipation that allows us to automate processes and, consequently, put the latest technological innovations at the service of people is the key element to successfully achieving digital transformation.
Apart from the internal improvement of the company, the external must also be taken into account. Since all the factors around us are essential, we must achieve a good position, stand out and differentiate ourselves from our competitors. In conclusion, the active listening of workers, partners, and consumers has invited the telecommunications sector to take a further step in its digitization.
Even being a sector that has led the digital change, telecommunications operators and telephony operators, in general, continue to be immersed in a digitization process that adjusts to their different user profiles. And it is that few sectors have such a varied and numerous public and that in turn presents such different needs, such as telecommunications. Only with a correct digital transformation can a notable improvement in communications be achieved.
Therefore, all the companies in the sector have an essential objective to adapt to all the technological innovations that the market offers. This change has led to the entry of virtual operators. There is no longer a need to have only the classic wholesale business of physical telecommunications companies. The best service can be given in new business formats.
Innovation now focuses on virtualizing processes and data analytics, which includes the network and digital services through marketing and customers. These are the new steps that the digital transformation is taking in the communications sector.
However, if something stands out above the rest, it is the need and importance of automating those processes that require it. We will move from traditional BPM automation (Business Process Management) to more current elements such as RPA (Robotics Process Automation or cognitive automation that includes machine learning elements.
From my perspective, this model has great potential and a capacity for the evolution of which we have not yet seen its full potential, starting with the complete adaptation to 5G. It is exciting to combine the transformation based on a shared economy model, a software-based technology platform, and a high degree of process automation in the same business model.
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