‘Digital transformation’ is a term that you may have heard banded around quite a lot recently, but what does it actually mean and why is it suddenly so important? Let’s start by looking at what digital transformation is and putting it into context. Digital transformation is the digitalisation of a process. For example, taking physical information, such as a phone call telling a customer ‘this car has a broken suspension spring’, and transforming that information into a digital medium, i.e. making a short, personalised video to better illustrate the problem. You can then send that personalised video to the customer...