Several sectors have sought innovations from digital transformation (DT).
However, a great diversity of DT definitions makes its understanding and practical
application difficult. Parallel to DT, digital technologies have presented a new
perspective for business strategies and processes, products and services. TD
includes relationships with suppliers and customers. It involves different sectors
and industries, generating opportunities for new business strategies. The scope of
the research includes the telecommunications sector, one of the key segments for
digital transformation. It is the sector responsible for data transmissions, mobile
services and broadband. Despite its importance there is a lack of research on the
sector and the digital transformations of its business processes. The dissertation
comprises two steps to conceptually understand DT and observe the facilitators,
barriers and results of this phenomenon in business processes. The first is a
systematic review of the literature that resulted in structuring an analytic digital
transformation framework. It supports the second stage as a case study in a
national telecommunications company, contrasting the literature findings with a
real case. The research contributes with a framework for analysis and
implementation of TD, evidencing that the processes of change occur in the
organization, in its supply chain, reaching the entire industry in this sector and
society in general, in particular due to the interaction company and customer
service, bringing a better understanding of the TD processes related to the
customer experience in the telecommunications sector, serving as a guide for
future research and management of initiatives.
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