Nearshore Americas

Mapping the Journey: Nexus 2019 Panelists on Anticipating What’s Coming Next

Companies need to identify the disruption required on the path toward increasing value and making the digital transformation, and stay ahead of the curve to better serve customers, panelists heared at Nearshore Americas’ Nexus 2019 conference in New York on Thursday.

“There are various pathways to achieving digital business transformation, and it’s necessary to understand how each one differs and the explosions required to reach transformation targets,” Nick van der Meulen, a research scientist at MIT, said during his keynote that opened the event.

“You need to anticipate the impact of the explosions and envision how you will change the status quo to ensure the right people lead the key areas, establish a culture change, structure the organization to remove complexity and connect organizational silos through reusable platforms

He described the four types of organizational explosions as decision rights, new ways of working, organizational surgery, and platform mindset, and how they are the essential steps toward increasing value and improving the customer experience.

He also talked of the challenging path to value, and the importance for companies to identify the pathway to be followed.

Other panelists also highlighted the need to anticipate customer needs and their changing behavior, and to closely study their experience to understand how the process can be improved.

Melissa O’Brien, research vice president of customer engagement at HFS Research

“Mastering digital channels is not about pivoting totally to digital, but also understanding what is coming next, understanding customers better, using journey mapping as a technique to understand where customers’ journey begins, and what channels they use,” Melissa O’Brien, Research Vice President Customer Engagement, HFS Research, said.

According to Julie Casteel, Chief Strategic Accounts Officer, IBEX, “clients all want the same thing: to improve customers’ experience. The best way to elevate customer experience is to understand where they come in, and we have to start at the very beginning.

“Customers don’t always want the fastest experience, but they want the best. It’s all about experience, you have to build that experience for the customers,” Michael Truett head of customer success and engagement Newsela said

Up and Coming Colombia

And with Colombia having firmly placed itself on the radar among software developers and business process outsourcing companies, the country deserved a focus all of its own to analyze how it has been successful in harnessing investment and creating a hub that is spread across various cities, such as Barranquilla, Bucaramanga and Medellín, in addition to the capital Bogotá.

“Colombia is the best-kept secret in Latin America,” according to Camilo Gómez, senior director of business development, PSL.

But with the secret already out, he also highlighted the need for the country to meet the high expectations companies are now arriving with.

“Colombia has a chip on its shoulder, and we are working to prove that, an we need to look at how do we generate impact as a community and with outsourcers as a partner, though being culturally aligned.

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Colombia has moved into third place in private capital investment and the IT niche is attracting a lot of interest, he said, and the interest in startups in the country and its tech sector was evidence by Softbank’s recent injection of US$1bn into Rappi.

Miguel Algarín, a research anaylst at the Association of Private Capital Investment in Latin America (LAVCA), described that investment as “revolutionary, when it comes to venture capital in Latin America. It really shows the interest in the venture capital scene in Latin America.”

“Colombia was second place after Brazil as a tech sector investment destination in Latin America in 2018, with over US$350 million in venture capital investment,” he said.

Adam Critchley

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