Making future technologies usable

The Valantic Visiondays deal with all topics related to Customer Relationship Management and will take place for the 30th time on March 25 and 26, 2020.

Such digitization conventions are now indispensable, because in the age of Customer Centricity everything revolves around the customer and their best possible experience in the buying process.

Technologies such as artificial intelligence (AI), machine learning (ML) and robotic process automation (RPA) stand for decisive market advantages in this context.

Optimized and intelligently networked business processes are an important prerequisite for this, but have long been only part of the possibilities. In the meantime, the emotional level of the customer - the "felt purchase experience" - has also become measurable.

However, a technology only produces the desired results if the conditions for its use are right. With concrete recommendations for action, companies create the basis for the profitable use of future technologies.

First, it is important to create the right mindset, to break through old thought patterns: Companies often have to rethink their processes to a large extent. Not only the employees have to deal with digitization, but also the management.

The necessary rethinking must be anchored, understood and managed at the highest level. Only the IT department as the driver of digitization is not sufficient. In addition, the topic should be addressed as early as possible.

So far, no company has been accused of digitizing too early - but many have been accused of the opposite. It should be noted that despite an early start, attention must be paid to data quality. New technologies such as artificial intelligence or data analytics can only be used profitably with a solid database.

Project progress, budget and schedule are usually best kept in view with an agile approach and small project steps. The company's own expertise is also an important success factor for projects. In addition, a digitization partner should support with know-how on technology and business processes.