The space that Teleperformance Italia has dedicated to Digital Transformation has been enriched with precious contributions.
This time Danny Kuivenhoven (Digital Transformation Director Cemea) and Paul Joustra (Digital Transformation Project Leader Cemea) answer to our short interview.
Do you really think Digital Transformation can be the driving force for societal change? No, Digital Transformation is an enabler for change, but it will not be the driving force. Digital transformation is driven by the ever-evolving capabilities of technologies.
With these technological improvements, people’s expectations will go up, so digital transformation needs to be adapted to live up to these expectations. Companies that do not adapt will slowly become less relevant as time goes on. We all know the story of Kodak and Nokia.
How is TPGROUP making this change and what will be the strategy for the future? Teleperformance recognized the need for change and embraced transformation globally, not just digital transformation but full transformation. This is why YES developed the TAP framework. With the help of Technology, Analytics and Excellent Process we are driving business impact by reducing costs, improving customers and trying to be more profitable as a company.
What is the biggest risk and opportunity that can occur?
With many of our customers we have a pay per hour; pay per minute business model. So the risk is that much of the TAP intervention that creates efficiencies ends up reducing our existing revenues with our current customers. It could create a risk of reduced revenue.
However in the competitive marketplace that we’re in, if we don’t do it, somebody else will do it and take entire business. But there are also great opportunities: while we are losing revenue on existing business because of this transformation, at the same time we are getting new business from these customers who see us as a value-added partner
Do you think the change has to be cultural first? Â A transformation like this becomes much easier if it rests on a cultural foundation.
But we are moving in the right direction, both in culture and in transitioning to change.
What contributions do you expect from Teleperformers? Â Be open to change and look at all the opportunities it brings. We have the honor of bringing this very cool and new technology to our employees who can then experiment. This knowledge will benefit the evolution of organizations in the future. It also offers many career opportunities such as conversation designer, interaction analyst or RPA developer. So we would suggest all employees to share ideas through the AIM platform. Because not only does every interaction count, not only do all ideas count, but all of our people count more.