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Digitalisation demands digital down to the core

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As digitalisation continues to entrench itself as a strategic direction, it’s important that organisations understand what true digital transformation should address, says QUINTON PIENAAR, CEO of Agilitude.

“In order to make digital transformation a reality business should pay careful consideration to the overall process and how these will need to be adapted to suit a digital environment. In addition, how will applications be changed to allow for a new digital process,” says Pienaar.

The description of today’s environment as ‘being the age of the customer’ is an apt one considering that the modern customer is a digital being with high expectations of the digital experience they receive. Pienaar notes how those same high expectations apply to the digital experience organisations deliver.

“Often a digital transformation will migrate central work teams to distributed work that happens right where the customer is. This means applications need to be available outside of the firewall, designed with the customer in mind and allow for an enjoyable experience.”

Allowing for an enjoyable customer experience means that all touchpoints should harmonise with solutions that offer a unified view of the customer journey while also minimising IT challenges and improving collaboration. “Keeping the customer in mind applies equally to every channel the business engages across, delivering the right content via the right application at the right time. Doing this well becomes a competitive advantage,” he says.

According to the World Economic Forum’s white paper titled Digital Transformation of Industries released in January this year, becoming a digital enterprise requires far more profound changes than merely investing in the latest digital technologies. The research notes that a key challenge will be to reinvent applications strategies that align with the new digital reality, while at the same time supporting the innovation businesses will need to remain competitive.

“Going forward, businesses will differentiate themselves based on how well they meet the challenges of handling complex application strategies, including packaged applications, analytics, customer applications, cloud-based applications and mobile apps. Done well, each application environment should deliver a seamless results and a compelling customer experience,” Pienaar adds.

Truly digital enterprises will have to continuously work to create more dynamic business processes, connected platforms, analytics and collaboration capabilities, while simultaneously bearing in mind the need to meet the customer where they are. “While there are several key factors to keep in mind while evaluating an organisation’s core applications, it’s crucially important to understand what digital transformation should address. Knowing the desired outcome will ensure smoother processes, and ultimately the freedom to focus on delivering value rather than the technology itself,” Pienaar says.

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Now download a bank account

Absa has introduced an end-to-end account opening for new customers, through the Absa Banking App, which can be downloaded from the Android and Apple app stores. This follows the launch of the world first ChatBanking on WhatsApp service.

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This “download your account” feature enables new customers to Absa, to open a Cheque account, order their card and start transacting on the Absa Banking App, all within minutes, from anywhere and at any time, by downloading it from the App stores.

“Overall, this new capability is not only expected to enhance the customer’s digital experience, but we expect to leverage this in our branches, bringing digital experiences to the branch environment and making it easier for our customers to join and bank with us regardless of where they may be,” says Aupa Monyatsi, Managing Executive for Virtual Channels at Absa Retail & Business Banking.

“With this innovation comes the need to ensure that the security of our customers is at the heart of our digital experience, this is why the digital onboarding experience for this feature includes a high-quality facial matching check with the Department of Home Affairs to verify the customer’s identity, ensuring that we have the most up to date information of our clients. Security is supremely important for us.”

The new version of the Absa Banking App is now available in the Apple and Android App stores, and anyone with a South African ID can become an Absa customer, by following these simple steps:

  1. Download the Absa App
  2. Choose the account you would like to open
  3. Tell us who you are
  4. To keep you safe, we will verify your cell phone number
  5. Take a selfie, and we will do facial matching with the Department of Home Affairs to confirm you are who you say you are
  6. Tell us where you live
  7. Let us know what you do for a living and your income
  8. Click Apply.

 

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How we use phones to avoid human contact

A recent study by Kaspersky Lab has found that 75% of people pick up their connected device to avoid conversing with another human being.

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Connected devices are becoming essential to keeping people in contact with each other, but for many they are also a much-needed comfort blanket in a variety of social situations when they do not want to interact with others. A recent survey from Kaspersky Lab has confirmed this trend in behaviour after three-quarters of people (75%) admitted they use a device to pretend to be busy when they don’t want to talk to someone else, showing the importance of keeping connected devices protected under all circumstances. 

Imagine you’ve arrived at a bar and you’re waiting for your date. The bar is busy, and people are chatting all around you. What do you do now? Strike up a conversation with someone you don’t know? Grab your phone from your pocket or handbag until your date arrives to keep yourself busy? Why talk to humans or even make eye-contact with someone else when you can stare at your connected device instead?

The truth is, our use of devices is making it much easier to avoid small talk or even be polite to those around us, and new Kaspersky Lab research has found that 72% of people use one when they do not know what to do in a social situation. They are also the ‘go-to’ distraction for people even when they aren’t trying to look busy or avoid someone’s eye. 46% of people admit to using a device just to kill time every day and 44% use it as a daily distraction.

In addition to just being a distraction, devices are also a lifeline to those who would rather not talk directly to another person in day-to-day situations, to complete essential tasks. In fact, nearly a third (31%) of people would prefer to carry out tasks such as ordering a taxi or finding directions to where they need to go via a website and an app, because they find it an easier experience than speaking with another person.

Whether they are helping us avoid direct contact or filling a void in our daily lives, our constant reliance on devices has become a cause for panic when they become unusable. A third (34%) of people worry that they will not be able to entertain themselves if they cannot access a connected device. 12% are even concerned that they won’t be able to pretend to be busy if their device is out of action.

Dmitry Aleshin, VP for Product Marketing, Kaspersky Lab said, “The reliance on connected devices is impacting us in more ways than we could have ever expected. There is no doubt that being connected gives us the freedom to make modern life easier, but devices are also vital to help people get through different and difficult social situations. No matter what your ‘connection crutch’ is, it is essential to make sure your device is online and available when you need it most.”

To ensure your device lifeline is always there and in top health – no matter what the reason or situation – Kaspersky Security Cloud keeps your connection safe and secure:

·         I want to use my device while waiting for a friend – is it secure to access the bar’s Wi-Fi?

With Kaspersky Security Cloud, devices are protected against network threats, even if the user needs to use insecure public Wi-Fi hotspots. This is done through transferring data via an encrypted channel to ensure personal data safety, so users’ devices are protected on any connection.

·         Oh no! I’m bored but my phone’s battery is getting low – what am I going to do?

Users can track their battery level thanks to a countdown of how many minutes are left until their device shuts down in the Kaspersky Security Cloud interface. There is also a wide-range of portable power supplies available to keep device batteries charged while on-the-go.

·         I’ve lost my phone! How will I keep myself entertained now?

Should the unthinkable happen and you lose or have your phone stolen, Kaspersky Security Cloud can track and protect your device from data breaches, for complete peace of mind. Remote lock and locate features ensure your device remains secure until you are reunited.

 

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