Table 3.

An overview of the DTI of society

	DTI	Explanation
Technology	Diffusion	People adopt digital technologies due to their perceived benefit in their personal lives or due to necessity. Example: A smartphone quickly became a necessity for many jobs and social activities.
	Government digitalization	Governments adopt digital technologies to improve their public services, leading to higher usage of digital public services. Example: Public service offices are being phased out in favor of digital services.
	Standardization	Technology standardization requires society to follow along due to compatibility issues and network effects. Example: The rollout of RCS in neighboring countries puts pressure on the country to adopt it too.
	Changing values	The impact of digital technologies in people’s daily life is changing their values, expectations, and demands. Example: Customers are becoming more demanding than ever, expecting instant customer service and service delivery.
Business	Benefits	Businesses offer benefits and more services to their digital customers, causing customers to adopt these services. Example: Public transit tickers are often cheaper when paid through a mobile app, leading to higher usage of the app.
	Force adoption	Businesses can abolish traditional services and products in favor of digital ones, forcing customers to follow. Example: Some businesses no longer accept non-mobile payments.
	Customer empowerment	Consumers are empowered and asked to be part of the product, become co-creators, or engage with the brand as digital ambassadors. Example: More service requests can be handled by the customer itself, with businesses actively promoting them to do so.
	Changing job profiles	Job profiles are evolving in line with the DT of the businesses. This results in new jobs and requires employees to have digital skills training. Example: Digital skills are actively learned and needed on the work floor.