Paul Roehrig, Chief Strategy Officer, Cognizant Digital Business
"One of the things that’s getting lost in a lot of the dialogue around technology and business is that you’re still just dealing with people. There aren’t any autonomous businesses on Earth. So whether you’re an employee in a company that’s doing B2B work or you’re a consumer in a retail store, we’re all still people.
The high-tech companies that are succeeding in the digital economy are those configuring their technologies around what human wants and needs are. So whether it’s B2B or B2C, humans still have to apply. There are still a lot of engagements, whether you’re processing a health-care claim or buying a luxury good in an airport.
All of those are human interactions. Adobe CEO Shantanu Narayen said at Adobe Summit that businesses need to become experience-based and that is absolutely consistent with how we see the digital economy unfolding, whether it’s consumer-facing, employee-facing or partner-facing. It’s all human experience.
That may sound simple, but that’s really an important starting point because if you’re going to design a technology solution, the first most important step is to understand what people want and need. Technology, when you boil it all the way down, allows these experiences to be customised, curated and efficient. They are productivity improvement tools. If you do it right, you end up with a happier consumer or more effective employee.
That’s the promise of the digital revolution, whether you’re automating elements of a process or you’re creating a really engaging omnichannel experience. A lot of people talk about technology as the end, but it’s really the means to creating much more attractive, engaging and productive business processes and consumer experiences."