SAINT_GOBAIN_REGISTRATION_DOCUMENT_2017

Strategic drivers for sustainable growth Continuing the Group’s digital transformation

CONTINUING THE GROUP’S DIGITAL 2. TRANSFORMATION The digital revolution is bringing about a dramatic change in as a tool for internal and external communication is also Saint-Gobain’s relations with its stakeholders, as well as in the central to the issues associated with digital technology. ways that things are done within the Group. As well as However, the entire construction market is also undergoing affecting the Sectors, digital technology is transforming the profound change. Accordingly, Saint-Gobain is refreshing its whole Group: not only its interactions with customers, which product and service range to better adapt them to its are being shaped by the explosion in e-commerce, and with customers’ needs.

suppliers, but also its internal organizational structure, with the advent of Industry 4.0 and the digitization of Human Resources (HR) processes. The increased use of social media

2017 provided the opportunity for the Group to continue with and step up its digital transformation, and to take the new opportunities offered.

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Using digital technology to serve customers 2.1

The Group’s brands have developed digital strategies to optimize the customer experience and best address and anticipate their customers’ expectations.

Being present throughout the customer experience 2.1.1 Digital is transforming customer relationships, affording better interactions with them and improving their experience. Consequently, all Saint-Gobain’s Activities are defining and implementing digital roadmaps tailored to their markets. The Activities are developing an in-depth understanding of the customer, by mapping the different stages of their experience.

CUSTOMER EXPERIENCES

CONSIDER

EVALUATE

BUY/SPECIFY

EXPERIENCE AND BOND

SOCIAL MEDIA

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