May 20188 IN MY V EWMost companies feel it's vital to sail on the digitization wave to stay relevant and avoid being written off as "obsolete". The past decade has witnessed numerous enterprises transitioning from paper-based processes to the digitized ones. Michael Wolczyk, Head of E-commerce, AXA, however, feels that a digital revamp is much beyond moving away from paper-based processes and demands ingenuity to stay ahead in the race. He opines that customer-centricity, agility, and value proposition are the key factors that organizations can't afford to overlook while treading the digital path.An alumnus of Bremerhaven University of Applied Sciences, Michael Wolczyk has essayed key roles in several organizations in a career spanning over a decade. He was earlier associated with reputed organizations such as Digital Marketing Association of Hong Kong, QNET Ltd and Ovolo Hotels. During his tenure so far, Wolczyk has helped AXA achieve numerous noteworthy milestones, which include devising a unique e-commerce strategy, improving revenue for direct products as well as the launch of direct car and home insurances. Expectations and RealityA recently conducted corporate survey revealed a startling fact about the product quality perceptions of customers and solution providers. Apparently more than seventy percent of the companies that participated in the survey believed they are customer-centric. On the contrary, merely twenty five percent of their customers agreed with the majority's belief. Hence, most organizations need to comprehend the reasons for the gap between customers' expectations and reality, and bridge them quickly to garner more visibility and gain a competitive edge. In his opinion, the best way forward would probably be adoption of an agile operational model, which facilitates the development of products and services by the incorporation of clients' inputs over a series of iterations. Recalling the publishing realm for an instance helps picture how a transition from a tradition to sophistication can misfire. Many newspapers and tabloids have recently turned digital to help readers conveniently scroll through current affairs from touch interfaces. However, quite a few publishers tend to overlook usability issues such as tailoring the document to aptly fit the user's device. He also adds that digitization shouldn't merely be restricted to providing accessibility to the published materials through applications or websites aimed at customer satisfaction, but E-COMMERCE MYTHS, TRENDS AND SUGGESTIONS FOR A BETTER TOMORROWMichael WolczykBY MICHAEL WOLCZYK, HEAD OF E-COMMERCE, AXA
< Page 7 | Page 9 >