Digitisation changes the interaction with customers

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The transformation of company processes. An expert comment by Christian Wenner, Director Business Development at Kapsch BusinessCom.

The integration of digital business models into existing company processes and the IT transformation necessary for this are a challenge for CIOs. The daily business and the close contact with the end customer require agile, new solutions with a high degree of openness for the integration of digital media and new communication forms.

Security for strategy and investment
At the same time, long-term strategies and investments must be secured in IT. The integration of new tools, for example for communication, provision of information, or data analysis into existing systems must always take place while observing highest information security. IT gets closer and closer to the customer, which assess e.g. the usability of user surfaces. The digitisation changes the customer experience and the interaction with the customer.

Digitisation potential and approaches to solutions
In companies, the role of the Chief Digital Officers (CDO) gains importance. He has a pronounced digital competence, concerns himself with the future of the company and the market, knows the business processes well and develops the organisation sustainably in the direction of digital transformation. The digitising potential is then raised together. And in close cooperation with IT, approaches of solutions for the imaging of the business architecture in the system are developed.