Transcript: Our ambition for French-speaking Switzerland

Episode 1: Our ambition for French-speaking Switzerland, with Lydie and Stefano

• Delphine:

Welcome, everyone. 

You are listening to a podcast from Tinext.

Today we are with Lydie and Stefano, hello.  

Could you describe the roles you have within Tinext? Lydie?  

• Lydie:

Well, I'm a digital experience consultant in charge of Tinext's French-speaking Switzerland branch. Today it represents three people to manage, and I am in charge of customer relations with local customers and accompanying them in terms of consulting. 

• Delphine:

Stefano? 

• Stefano:

Hello, I'm the director of the company and I'm based in Ticino, where we have the company headquarters.  

• Delphine:

Nowadays, we talk about digital experiences, digital transformation, but at the moment these are just tools, aren't they?

• Lydie:

It is indeed the temptation that some companies may have, in this digital era, to react to this feeling of digital urgency by putting in place various and varied tools, but unfortunately, this is often a failure. What's really important is to come back to the issues that pushed for this digital transformation. As a company, when we come back to a human level, we really have to tell ourselves, we want to continue to grow our business in this digital era where everything is going very fast, where customers have changed their habits, where they are overwhelmed by requests from all sides, and what we are proposing is really to refocus as a company on the experience we wish to offer our customers and to adopt a whole cultural transformation that will make the customer relationship evolve thanks to transversal solutions, rather than tactical ones, that will have been chosen in a strategic way.  

• Delphine:

And how does Tinext position itself among all these changes? 

• Stefano:

Well, first of all, I have to say that digital transformation is something that concerns the whole society, so it's not something that affects companies alone, and the key elements are undoubtedly the fact that the customer has become the protagonist, he leads the relationship, and that the contact points with the customer have multiplied; and therefore the conversation between the customer and the company is a central moment and we have to build this kind of conversation, so the experience we are working on is exactly that: building a conversation. And how do we do that? Well, the transformation of the customer experience and the customer relationship is not something that happens overnight, it takes time, you have to work on specific moments within the company and for us, that means having moments, workshops, moments where we talk with the customer, and we ask questions, and we invite the customer to ask questions to his customers. Based on this, we can really build a journey that will take time, as I said, we save time from the moment we start, but we must plan for it to be a journey that will take time, with several steps. The advantage is that each step brings you closer and closer to understanding the client, and therefore to having a service that is ever closer.  

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• Delphine:

Is there a miracle recipe for digital transformation that can be adapted to all businesses?  

• Lydie:

Well, unfortunately, no.  

It's true that each company has its own specificity, each business has its own particularity, and that's why at Tinext we are committed to discovering the specificities of each company, of each business, of each department within a company; and yet, what is a company? It's humans, working with humans, to offer a product or services to other humans. And that cleans up, it really wipes out all the differences there may be, and it really brings similarity to the field of the company, whether it serves a multitude of private clients or a niche of a few professional clients, the common denominator is the human.  

• Delphine:

Can a company that is not based in Silicon Valley bring something to the table in terms of digital innovation?  

• Stefano:

Yes, of course. I have to say that Tinext comes from an entrepreneurial experience of over 20 years in the Internet field and has a corporate culture that is both local and international since we have offices in other countries, including Italy, and the Middle East, and this allows us to share expertise and know-how that we have built in other markets, of course, this makes us innovative, but we also want to become, what we want is to become a long-term partner who builds together with our clients, and it is true that there are companies that we have been following since their beginnings in the digital world and these lasting partnerships are what we want to build with the companies in French-speaking Switzerland.  

• Delphine:

Thank you Stefano, thank you Lydie.  

To learn more about Tinext's services and mission, we invite you to visit our website Tinext.com