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  • Writer's picturePaulo Mateus

Digital transformation - some key trends

Digital transformation is increasingly being part of board meetings around the world. In a world that is increasingly dependent on digital, Mulesoft, a Salesforce company, has recently released a report that compiles their own research and third-party findings in the main 8 trends shaping the digital transformation in 2021.

From the report [that we absolutely recommend you read], we’d like to pinpoint some of the key insights:

1. Customers are ready!

They already use multiple channels when shopping and interacting with brands, and they expect [demand?] to have a similar experience across channels. Mobile devices are used by most customers to connect with engage service [90% of the millennials!]. Chat bots are precepted as a satisfactory experience.

If you were unaware of such receptivity, embrace for impact, as digital seems to acceptably replace some in-person interactions with quite a success. As we’ve said so many times, you must maximize convenience for your customers, and digital tools can help you provide a 24/7 sale and after-sales experience that better suits client expectations.

Pay special attention to this particular figure, as most of the companies struggle to meet this requirement:

Also, digital channels are somehow neglected when companies design their customer service approach. Well, COVID has certainly changed that - and will have impact in the future behaviour of your customers.

2. Innovation should be driven by all departments and different skillsets – digital transformation should never be an “IT stuff for/from our IT people”

Lines of Business what to actively help on the transformation and innovation. Multiple parts of your organization can and should be involved in the transformation process:

3. Integration is the key – or your business will lose agility!

As it happens with our mobiles, companies are becoming more and more populated with micro apps, tools, and services that solve a very specific problem. This can easily scale to levels very hard to manage, multiplying the burden of data and maintenance, not mentioning the increasing security risks it poses. Integration is the key word, maintaining the agility the company needs to cope faster to any new challenge:

4. Automation may help you increase your business productivity

Routine tasks are easy targets, as they can easily be automated and release human effort to more demanding and skilled activities – improving both your productivity and revenue.

2020 has shown to every business the needs to be digital – the scope, dept and shape of this digital business vary according to your specific industry, for sure, but there is no way back.


Prepare your transformation strategy – do not forget how important digital tools can be, but keep always in mind that transformation is not just about technology – it involves people, processes, planning and accountability. An all-keyword with on-board approach is the right way to achieve sustained transformation and impact your growth

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