Digital dash

Abstract

The digital era calls for business transformation that would focus on adding value to customer experience. In the digital era, successful companies are not merely delivering products or services. They are delivering experiences, built around their products and services, while quality, cost and functionality remain a 'given' set of considerations. The differentiator, therefore, is the experience delivered. The all-pervading digital drive is the foundation for this change, and artificial intelligence is the game changer.

Let us take the case of KONE to understand how things are changing. We know that KONE manufactures escalators, elevators and automatic doors for buildings. But so do several other companies in this space. Traditionally, elevators happen to be a commodity business. What differentiates KONE today is its 'people flow intelligence' solutions that ensure people moving around in tall buildings do so quickly, avoiding crowding and long queues, and also do so comfortably with a heightened level of security and access control. MORE FROM THIS SECTION The Top ListersFuture Ready In the digital era, successful companies are not merely delivering products or services. They are delivering experiences, built around their products and services, while quality, cost and functionality remain a 'given' set of considerations. The differentiator, therefore, is the experience delivered. The all-pervading digital drive is the foundation for this change, and artificial intelligence is the game changer.

Let us take the case of KONE to understand how things are changing. We know that KONE manufactures escalators, elevators and automatic doors for buildings. But so do several other companies in this space. Traditionally, elevators happen to be a commodity business. What differentiates KONE today is its 'people flow intelligence' solutions that ensure people moving around in tall buildings do so quickly, avoiding crowding and long queues, and also do so comfortably with a heightened level of security and access control. So, what is new here? Products, which were set to work and deliver predetermined functionalities, are now made to emit data and respond to requirement changes. Read more at: https://www.businesstoday.in/magazine/features/digital-era-business-transformation-add-value-customer-experience/story/262130.html