Quintica's Allan Cawood on integrating the digital experience

In a recent interview with CNBC Africa, Allan Cawood, the CEO of Quintica, discussed the company's innovative approach to integrating digital experiences into the business world. With over 15 years of experience in developing technology solutions, Cawood emphasized the importance of custom experience and the digital landscape in today's market. According to a study by Harvard Business School, companies with a great Customer Experience Index (CX) generate 140% more revenue than those with poor CX. Cawood highlighted the success stories of companies like Uber, Airbnb, and Tesla, showcasing the value created through exceptional digital experiences. He pointed out that Tesla, essentially an 'app on four wheels,' has a market cap larger than GM, while Uber, founded in 2009, boasts a market cap of over $70 billion. The rapid growth of these companies underscores the market's appreciation for digital innovation and customer-centric technology. At Quintica, Cawood and his team are focused on integrating cutting-edge technologies such as mobile, big data, and artificial intelligence into a unified platform for clients. By leveraging these tools, businesses can enhance their customers' digital experiences, driving growth and competitiveness in the marketplace. Quintica's philosophy centers around creating software capabilities that enrich digital experiences. The company collaborates with industry leaders like ServiceNow to develop value-added software solutions tailored to meet clients' needs. Moreover, Quintica emphasizes the importance of social media intelligence in shaping customer interactions and improving service delivery. By listening to customer feedback and acting on insights gleaned from social media platforms, businesses can enhance their service quality and overall customer experience. While the concept of integrating digital technologies may seem straightforward, Cawood acknowledges the complexity of executing such strategies in practice. He notes the competitive landscape in the digital innovation space, with companies in Europe and the US leading the charge in technological advancement and rapid execution. Cawood urges South African businesses to embrace digital transformation and compete on a global scale. To facilitate this shift, Quintica hosts conferences and engages with corporate leaders to drive innovation and digitalization in the local market. Cawood emphasizes the urgency for tech companies to adapt to the digital era, warning that those who fail to do so may not survive in the long term. He also highlights the transformative potential of digital technologies for government services, encouraging public entities to explore automation and improved citizen interfaces to enhance service delivery. By embracing digitalization and prioritizing customer-centric experiences, businesses and government institutions can position themselves for success in an increasingly digital world.