“Digital Transformation are the alterations that you make to the way you work, collaborate, obtain and build products or services and improve them continuously. It is fast, experimentative, and needs the focus of leaders, staff, and vendor-partners working together to keep the business in business. It is mostly based on an integrated set of technology tools: cloud, data storage, mining, engagement, recording, problem-solving, measurement and report, and governance. It implies that you have changed the way you work such that the result is better than whatever you were doing beforehand.”

“The key to digital transformation and delivery of a customer-centric service has to start with a robust framework to analyse customer service needs and deliverables and understand the necessary business processes, service design and people aspects to execute any transformation strategy.”