Driving Digital Transformation  

Hume said the term “digital transformation” is in no way being overused.

“I think it is the opportunity,” he said.

Digital transformation is a rare opportunity to greatly improve productivity while at the same time significantly improving the customer experience, Hume said.

“Everybody wants to become more efficient,” he said. ”And at the same time, improved customer experience has become expected. So it‘s this combination in our connections, if you will, between ourselves and vendors and between ourselves and our customers that is now mandatory. If you get it right, it’s extremely powerful. If I just take it from a distribution lens, if you get it right, you increase your relationship interaction. Much more efficient, much more productive.”

Digital transformation also improves financial outcomes, Hume said.

“Having an efficient and improved customer experience clearly has benefits to the top line, has benefits down through the cost structure of our businesses, and just delivers a superior experience. So it is the opportunity, and it is a necessity.”