February 9, 2023

Filipino Guardian

Sentinels of Filipino Free Press

[B-SIDE Podcast] Transformation of companies through digitization and innovation

(This B-side episode is sponsored by Tata Consultancy Services Philippines.)

PricewaterhouseCooper’s latest global survey shows how digitization has evolved from an “interesting option” to a “must”. It revealed that 60% of global executives believe that the digital transformation of companies will be their top growth driver this year.

Digitization is a difficult task that cannot be mastered by organizations alone. Partners who have the experience and expertise to maximize digital technology are now becoming increasingly important to enable businesses to serve customers better and more efficiently, especially in the current situation.

In this sponsored B-side episode, a collaboration between BusinessWorld and Tata Consultancy Services (TCS), former digital platform editor Santiago J. Arnaiz speaks with telecom service provider Converge ICT Solutions, Inc. (Converge) Chief Information Officer Ulysses Naguit and TCS HOBS Partner Rajat Garg on the principles underlying their approach to digital transformation.

TAKE ALONG

Digitization should improve experiences.

“Digital is not about the technology. It’s about using technology to transform interactions and engagements the business has with its customers, employees, partners and stakeholders,” said Mr. Garg.

In concrete terms, digitization boils down to the simplification, contextualization and automation of processes.

Through its transformational journey, Converge aimed to improve customer engagement. “All these distribution channels, payment channels and customer touchpoints – we’re trying to digitize them all so that we can offer our customers a new experience,” said Mr. Naguit.

No perfect partners, but find one that works.

There is no perfect partner when it comes to digitization, but there is a compatible partner.

“There should be a balance between being committed to defining what will be in place in terms of the partner’s capabilities and what should be required of us,” Mr. Naguit said.

As in marriage, he added, the digital transformation partnership will have some issues along the way, but once the commitments are sealed, they should make it work.

“You can’t get a divorce because there’s no going back. You have to make it work and do everything,” he said. — Adrian Paul B. Conoza

Recorded October 2022. Produced by Joseph Emmanuel L. Garcia and Sam L. Marcelo.

Follow us on Spotify BusinessWorld B-side