DLL
Looking at the consumer trends that are making their way into the ' business to business ’ world , Daniela says , “ The first one is that consumers want whatever , whenever . Therefore , it ’ s critical for us to provide that self-service capability . The second lesson is that consumer patterns are shifting based on the experience and price parameters that we considered sacred in the past .
“ It ' s experience versus transaction , it ' s premium versus value . At any point of the customer journey , relevant experiences will provide a lifelong relationship with your customers , not a transactional one .”
DLL has been advancing on their digital transformation journey for many years , “ I like to believe that bringing in diverse leaders is a testament to how serious DLL is about our digital transformation ,” says Daniela .
She continues , “ The main shifts we are experiencing in digital transformation is that we are now starting with the customer at the centre and working ourselves backwards to see what the shifts are that will enable our business growth and the growth of our partners going forward , knowing what the end-user wants and needs . EXECUTIVE BIO
RAFE ROSATO
TITLE : CHIEF INNOVATION OFFICER INDUSTRY : FINANCIAL SERVICES LOCATION : GREATER PHILADELPHIA
“ When I first came out of university , I followed many of my classmates from the University of Pennsylvania to Wall Street and went into corporate banking . With the consolidation of banking , I saw that there was potentially a limited future . So , I went off as an entrepreneur and had my own business for a number of years , which turned out to be not so successful . I had my first experience in failing , so to speak . Then , I wound up in the equipment finance business . It was somewhat serendipitous that I wound up in the industry . However , I do believe that the start date back in September of 1995 was one of the best decisions I ' ve ever made .
“ Now , I ' ve been with DLL for just about 26 years . And throughout my time here , I ’ ve taken on a number of different roles in the organisation across risk , sales , program management , strategic marketing and the beginnings of our efforts in digital over the past number of years .
“ For me , it ' s never too late for a new beginning , which means that there ' s a lot to be gained from failing . It harkens back to the way children behave on playgrounds . They freely make mistakes , and they freely ask for a do-over . And that ' s something that in our adult lives , we ' ve distanced ourselves from because of the fear of judgement . And quite frankly , the entrepreneurial effort that I made in my twenties was a failure . Still , it was the single most important part of my life , professionally , because I learned so much from it . And it led to some other decisions that wound me up here , which has been quite a wonderful journey .”
76 September 2021