Digital Transformation and Business Models

Abstract

The ongoing globalization process has been intensified with the constant evolution of technology, which leads companies to face digital transformation as both mandatory to guarantee their survival and essential to create value for their customers. Starting from digital transformation, this chapter's mission is to promote a generic theoretical framework in this very relevant topic, supported on a literature review of the research that has been developed over the years. It will also present the case study of a Portuguese company, Consumers Trust, better known in Portugal as “O Portal da Queixa.” Qualitative research will be undertaken using interview and content analysis. Its main objective is to understand and explain the causes and effects of this concept that, despite having originated the scientific research mentioned, in particular in these last two years, as a result of the COVID-19 pandemic, have not been explored enough and therefore are not yet consensual.