Topic 3 Digital Transformation in Business

Digitalization streamlines work by replacing paper files with digital data, making processes faster and more efficient.

In customer service, digitalization simplified access to customer records, replacing paper with quick computer searches.

Digital transformation is about making entirely new possibilities with technology, changing how businesses operate.

Businesses use digital transformation to improve decisions, efficiency, and customer experiences, like Netflix evolving from mail-order to streaming and data-driven content.

Take Netflix, for instance. It started as a mail-order movie service and disrupted traditional video rental stores. Then it embraced streaming technology, challenging TV networks and studios. But it didn’t stop there. Netflix used data to shape its user experience and create original content. This is digital transformation in action—using available technology to change how a business operates.

Businesses adapt by using social media for customer engagement, providing excellent service where customers prefer.

Social media has transformed customer service, enabling companies to interact with customers effectively.

For instance, social media has transformed customer service. Companies don’t just wait for phone calls anymore. They use social media as another way to provide great customer service. Adapting to these changes is part of digital transformation.

Digital transformation encourages businesses to rethink everything, even how teams and departments work together. It doesn’t mean mixing up roles but breaking down walls between departments. Social media, for example, can combine service and marketing, all thanks to digital platforms that make customer experiences better.