Technological Convergence Era: What it is and how it transforms Customer Experience
Posted: Sun Jan 19, 2025 9:30 am
In today's era, where technology is advancing at a rapid pace, the convergence of products and technologies has become a central theme for companies and entrepreneurs seeking innovation and growth. This trend was presented by futurist Amy Webb during SXSW 2024, an event held in Austin, United States. She (and other experts on the subject) state that what was once determined by just one technology is now driven by three: AI, biotechnology and connected ecosystems.
To discuss the topic, Saint Paul Business School hosted the event “Reinventing the Customer Experience in the Innovation Ecosystem”, with the presence of Regina Chamma, Global Director Partnerships, Google Play Store at Google. Marcos Sanchez, professor and Chief Technology Officer at Saint Paul, gave the opening lecture; Ana Paula Zamper, Director of the Artificial Intelligence Program for C-Levels, CEOs, Board Members and Shareholders at Saint Paul, was responsible for moderating and contextualizing the event, outlining the objectives and the importance of discussing technological convergence.
Impact of Convergence on Customer Experience
Imagine walking into a store and not having to wait bolivia whatsapp data in endless lines at the checkout. Sounds like a dream? In fact, it’s a reality in many establishments around the world, thanks to technological convergence. During the event, fascinating examples of how technology is making this possible were presented. Integrated systems, where purchases are automatically charged to the credit card registered in the app, are becoming increasingly common. In addition, the use of computer vision systems makes it possible to identify products that customers are looking at and offer personalized recommendations, creating a truly unique shopping experience. And what is at the center of all this transformation? The smartphone. This small device has become the epicenter of integrated experiences, connecting consumers and companies in ways never before imagined.
Ecosystems and Disruptive Business Models
Regina Chamma highlighted how mobile apps and smartphones are driving a new era of disruptive business models. Companies like Amazon and Shein were used as examples to illustrate different approaches: “At Amazon, we do a simple search, a clean and easy search. You see what you want, put it in your cart, buy it and leave. The next day, they deliver it to you quickly and that’s it. They take care of your time, they’re time safe , you’ll spend as little time as possible. Shein, on the other hand, is the opposite, they’re time wasted . The longer you stay on the app, the better for them, because that way they can collect data.” While Amazon focuses on efficiency and practicality, Shein adopts a strategy that encourages users to spend more time on their app, collecting data to personalize the experience. Impressive data on smartphone penetration and app use in Brazil were presented, evidencing the rapid adoption of these technologies. “When we think of apps, we think of social networks or banks, but it’s not just that. It’s health, it’s education, it’s everything. There are several industries that are impacted here,” highlighted Regina.
Cultural Challenges and the Importance of the Human Side
However, digital transformation is not just about technology; it is also about people. One of the main points discussed was the need for companies to invest in digital culture, empowering their employees to understand and use these new technologies. While the younger generation generally embraces technological changes with open arms, resistance from some older generations can pose a significant challenge. In addition, the importance of balancing technology with emotional and creative aspects was emphasized, recognizing the value of the human side amidst increasing digitalization. Digital inclusion was also highlighted as a priority, with the need to ensure that all sections of the population have access to the opportunities offered by technology.
In short, technological convergence is redefining not only the way we do business, but also the way we live our lives. By embracing this shift, investing in digital culture, and valuing the human side, companies can not only survive but thrive in this era of unprecedented innovation. The future is digital, and it’s up to us to shape it in a way that benefits everyone.
To discuss the topic, Saint Paul Business School hosted the event “Reinventing the Customer Experience in the Innovation Ecosystem”, with the presence of Regina Chamma, Global Director Partnerships, Google Play Store at Google. Marcos Sanchez, professor and Chief Technology Officer at Saint Paul, gave the opening lecture; Ana Paula Zamper, Director of the Artificial Intelligence Program for C-Levels, CEOs, Board Members and Shareholders at Saint Paul, was responsible for moderating and contextualizing the event, outlining the objectives and the importance of discussing technological convergence.
Impact of Convergence on Customer Experience
Imagine walking into a store and not having to wait bolivia whatsapp data in endless lines at the checkout. Sounds like a dream? In fact, it’s a reality in many establishments around the world, thanks to technological convergence. During the event, fascinating examples of how technology is making this possible were presented. Integrated systems, where purchases are automatically charged to the credit card registered in the app, are becoming increasingly common. In addition, the use of computer vision systems makes it possible to identify products that customers are looking at and offer personalized recommendations, creating a truly unique shopping experience. And what is at the center of all this transformation? The smartphone. This small device has become the epicenter of integrated experiences, connecting consumers and companies in ways never before imagined.
Ecosystems and Disruptive Business Models
Regina Chamma highlighted how mobile apps and smartphones are driving a new era of disruptive business models. Companies like Amazon and Shein were used as examples to illustrate different approaches: “At Amazon, we do a simple search, a clean and easy search. You see what you want, put it in your cart, buy it and leave. The next day, they deliver it to you quickly and that’s it. They take care of your time, they’re time safe , you’ll spend as little time as possible. Shein, on the other hand, is the opposite, they’re time wasted . The longer you stay on the app, the better for them, because that way they can collect data.” While Amazon focuses on efficiency and practicality, Shein adopts a strategy that encourages users to spend more time on their app, collecting data to personalize the experience. Impressive data on smartphone penetration and app use in Brazil were presented, evidencing the rapid adoption of these technologies. “When we think of apps, we think of social networks or banks, but it’s not just that. It’s health, it’s education, it’s everything. There are several industries that are impacted here,” highlighted Regina.
Cultural Challenges and the Importance of the Human Side
However, digital transformation is not just about technology; it is also about people. One of the main points discussed was the need for companies to invest in digital culture, empowering their employees to understand and use these new technologies. While the younger generation generally embraces technological changes with open arms, resistance from some older generations can pose a significant challenge. In addition, the importance of balancing technology with emotional and creative aspects was emphasized, recognizing the value of the human side amidst increasing digitalization. Digital inclusion was also highlighted as a priority, with the need to ensure that all sections of the population have access to the opportunities offered by technology.
In short, technological convergence is redefining not only the way we do business, but also the way we live our lives. By embracing this shift, investing in digital culture, and valuing the human side, companies can not only survive but thrive in this era of unprecedented innovation. The future is digital, and it’s up to us to shape it in a way that benefits everyone.