23 december, 2020. – The pandemic has impacted on the business value chain, revealing both strengths and weaknesses at the global level. In fact, in Spain, it is estimated that the loss caused by the COVID-19 crisis will reach 352 billion euros in traditional supply chains. In the face of the crisis, the business response has necessarily gone through digitalisation. For this reason, Vector ITC, an international technology and digital group, is analysing, through a report, the digital trends which will mark 2021.
- The New Digital Journey: COVID-19 has brought about a global change in the way of life. With the rise of the Low Touch Economy, the interactions between business and consumer have undergone a complete revolution, giving way to an entirely digital Customer Journey. Companies must adapt their business and operational models to this new reality, where digital acceleration is the main solution.
- Digital Buyers Revolution: La pandemia ha transformado los patrones de consumo de millones de personas, produciéndose una apertura total hacia los canales digitales. Para satisfacer este tipo de demanda, las compañías deben elaborar una estrategia de optimización de sus plataformas de venta digitales, centrándose en la automatización operativa y en la innovación empresarial. La forma de vender debe reinventarse.
- Technology Discovers Emotions: In an environment where 100% digital interactions are the norm, society needs more than ever for companies to manage to humanise touchpoints.Technological advances in AI, Affective Computing and sentiment recognition are managing to decipher our emotions, allowing us to anticipate needs and personalise experiences as much as possible.
- Democratic Artificial Intelligence: An intelligent technological ecosystem is one of the pillars of digital acceleration. In this sense, Artificial Intelligence and its diverse applications are an area that is becoming increasingly more democratic, becoming a tangible and tactical element, as a consequence of the progressive increase in knowledge about its operation, learning, evolution of skills and decision-making.
- My Digital Self: The digital era, driven by the new context, poses the following dilemma: why can’t we do everything we do in physical form in digital form? In an ideal scenario, both worlds should offer the same scope. In fact, the digital ecosystem offers greater availability, portability and convenience. However, this situation involves a challenge: privacy management.
- Digital Enterprise Architecture: The great technological advance is encouraging the development of 100% digital business architectures. This approach enables the implementation of a business and operational model with maximum control, scalability, elasticity and cost reduction; being automation, a flexible data fabric and the deployment of modular business capabilities essential aspects.
“Throughout this turbulent year and looking ahead to 2021 we are entering a stage of continuous digital acceleration where the need to innovate and digitize all interactions becomes increasingly demanding in a highly competitive environment that requires agility, speed and audacity to meet the needs, expectations and challenges of a completely digital customer. Agility in competitive adaptation in a context where consumer habits have changed forces us to reinvent the entire value chain to efficiently adapt to the new digital channel and the new rules imposed.”, says Rafael Conde del Pozo, Digital & Innovation Director, Vector ITC.
“In the near future, customers will not only demand more technology in products and services, but will require technology that is more humane, more personalised, more social and that generates unique and emotionally charged interactions. It will be vitally important to incorporate the power of data analysis, predictive analysis, Affective Computing, emotional recognition and all the capabilities offered by Artificial Intelligence in the simulation of human behaviour. Technology must act as an ally in the humanization of digital interactions”, says José Tam, Digital Transformation Vice President at Softtek.
For more information on the subject, download our White Paper 2021 Digital Trends: Shaping a new world at the following link.