Our coronavirus curve lies within another exponential curve: that of digital transformation. And these days of confinement have accelerated a change in habits that will drive the reinvention of all business models.
The joke has already gone viral: Who has done more for the digital transformation in your company?
- The general director
- The Chief Information Officer
- The coronavirus
Of course, grace shows great truth. Our coronavirus curve is inside another exponential curve: that of the acceleration of digital transformation. And in this we are going to advance two years in two months.
We have been confined for more than six weeks in which habits have already changed forever. In the workers, in the providers and in the customers. A few weeks in which we already began to see clues of everything that will come in the form of execution, management and buying.
“Looking at what relationships are like today, I would think about how to transform what I do. My work is going to change radically; yours too ”
The reality is that there are businesses that will never be the same. Not only because of the economic crisis, but, above all, by the change in relationships and by new consumer habits. Seeing the success of home training videos these days, I would shake for my job if I were a personal trainer. Seeing what relationships are like today, I would think about how to transform my work if I were a medical visitor. But you would also think about it if you were an elderly caregiver, an operator call center, a babysitter, a lawyer, a nutritionist, a notary or a teacher. I also think about what I am, consultant. My work is going to change radically; yours, too.
The thing is, we all knew it was coming. But we can say that life has accelerated. And that has reached us all. Behaviors that still existed have been accelerated and democratized early adopters and that they have passed, from one day to the next, to the mature market phase.
And that is going to transform all business models. The increase in online consumption in education It will generate hybrid programs at school, university and in the company. Self-diagnosis and remote resolution of doubts that have dramatically reduced emergency room visits is here to stay, to transform the health. Client follow-up that looked like heritage Amazon In its packages it has become essential for almost any activity, from the advancement of a chronic patient to the condition of the car in the workshop. The massive management of cancelation of trips or the postponement in light bills there are no longer waves of calls to a call center, are now communicated individually to millions of customers.
“The reinvention of business models is inevitable. Now it has been advanced by chance. The time has come to accelerate it proactively ”
Everything is going to accelerate thanks to these unexpected days. These are days of very bad news, but also of dreams fulfilled. The dream of every student was a general pass, these days in Italy has occurred. The dream of every working mother was to spend time with her family, these days have served her to finish until the chignon. That of every manager was to have time to think, these days he has more than enough.
La reinvention of business models is inevitable. Now it has been advanced by chance. It is time to proactively accelerate it. From facilitating the transition from service to self-service. From in-person relationships to personal multi-channel relationships. From individual monitoring to mass monitoring of each person. From learning one by one to learning from each other. From segment management to real communities. From off or on to on + off. From having to go to the store to enjoy the experience as a group.
How should face-to-face business deal with the new normal?
Why face-to-face businesses must already prepare for their opening. Cast it will not be opening the doors, it will be changing the value they offer. To make it really worth going to the bar instead of chatting on Skype. I want something unique to go to the store, the dealer, the repair service, the cinema or the clinic. So that they generate a physical experience or a collective enjoyment that cannot be achieved at home. For them to continue the relationship for the rest of their lives.
The next jump will only be possible by making possible the real use of data, integrating the internet of things in our business, creating better products and services that improve people's lives.
These days are a precious challenge. It is a golden opportunity to integrate technology into our daily lives and to work better. To relate more than ever, to learn from each other, to solve more people's problems, to evolve as a society.
For, when everything seems to be going to get worse, create a better world.