Digital transformation, and a new way of relating

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Quoting Raimar Richers, it is necessary to “understand in order to serve” and, to serve the customer well, we first need to know who they are, what their characteristics and preferences are, and how and when they want to be served.

Analyzing the new consumer profile, we are facing a unique oman phone number list where four very distinct generations operate simultaneously in the same market: Traditional (born up to 1950), Baby Boomers (1951 to 1964), Generation X (1965 to 1983), Y (1984 to 1990) and the incoming Z (1991 and 2009). Understanding the profile of each generation is a challenge and an obligation for those who want to delight their customers.

When it comes to technology, we are experiencing a rapid and disruptive transformation, where the 4.0 revolution through digital transformation allows us to be much more innovative , providing the customer with more options and convenience in the relationship.

Service options need to be diverse, flexible and connected! We must offer customers multichannel options, presenting a menu so they can choose the option that best suits them: phone call, email, SMS, WhatsApp, chatbot, virtual agent or self-service, and available at the most convenient time for them.

Once this form of service is consolidated, in addition to providing the best experience to the customer, we can learn from them, using data intelligently and transforming it into information that enables us to make the best decision to find the best time and the most direct and effective form of communication, maximizing results for our client in the relationship with their consumer.

Anyone who is not connected to this new scenario will run the risk of having a disconnected communication with their greatest asset, and thus, losing performance and opportunities, weakening their relationship.

Global has the most varied and modern service channels, using highly available technologies, meeting information security and privacy standards, offering the convenience expected by its customers.