Digital transformation: a case study in the context of insurance companies

• Autor(a) principal: Oliveira e Sá, Jorge
• Data de Publicação: 2023
• Outros Autores: Kaldeich, Claus, Silva, Maria João
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://hdl.handle.net/1822/89303
• topic: Customers; Digital Channels; Digital Era; Digital Technologies; Engenharia e Tecnologia::Outras Engenharias e Tecnologias; Indústria, inovação e infraestruturas

Digital Transformation (DT) is considered one of the bases for the creation of new business models and the definition of new strategies in organizations, so, a paradigm shift in the way organizations operate and how they relate to their customers in this digital age. Today it is essential to digitalize the processes inherent to organizations, especially those directly linked to the customer, as they increasingly seek digital means to meet their needs. To do so, organizations must invest, for instance, in the integration of interactive digital channels capable of responding to the needs related to the above-mentioned new strategies. Generally, DT promises to make structural and strategic changes in organizations, where technology plays a key role, becoming the most powerful ally of individuals and organizations. However, in general, DT is not exclusively linked to technology, but to new ways of thinking and acting, so a change in the organizational environment is required. Currently, in the insurance industry, DT is been applied to enforce organizational changes and improvements in different areas of the organization. This paper is research regarding the integration of DT in organizational processes, based on a case-studies related to Insurance Companies (ICs), with the purpose to highlight the main advantages of "cultural renewals" in organizations and the use of technologies, namely the use of dynamic digital channels, capable to meet the needs of customers and organizations.