DIGITAL TO EDUCATE & DIFFERENTIATE

At Finnoviti 2023, CEOs become thought leaders about not leveraging digital as a copycat tool, but rather as a driver of customer education that is aligned with fast paced innovation and a differentiator that creates value:

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Manoj: In every conference, we have one CEO session which focuses on some very critical topic. Sometimes it's leadership, sometimes innovation. This conference being Finnoviti, the topic is innovation, particularly in the context of digital, which is providing the maximum momentum for transformation.

Digital is a mixture. The easy part of digital is just take some hot technologies and plug them in. But that's not what leadership about because that's something that anyone can do. A CEO takes a strategic approach, especially with such powerful tools.

So my first question is around this. Today, using technology, copying anything has become very easy....whether on a computer or at an organizational level. Product differentiation barriers are literally becoming close to zero, especially for digital products. But what does remain is service differentiation. You can buy the same identical product from two different organizations, but your service experience as a customer can be vastly different. And of course, pricing is a differentiator, always has been, is and will be for sure.

So panelists, what is your learning about applying digital to extend service differentiation and pricing differentiation? And from pricing differentiation to value differentiation?