Humans and technology form a partnership that drives progress. Tomasz Dziki, Vice President of Britenet

Technology is a cornerstone of the modern world, influencing the development of many fields and sectors of the economy. But are we fully aware of how profoundly technology is changing our immediate environment? What benefits does technological progress bring and what risks does it pose in terms of privacy, security, and even its impact on the labour market? Tomasz Dziki – Vice President of Britenet, shared his insights on the role of technology in business and society.

How does the introduction of new technologies affect not only the business sector, but also our everyday behaviour and social interactions?

I don’t see technology solely in a negative way, although it undoubtedly introduces some risks that we haven’t encountered before. Train journeys used to foster spontaneous conversations with strangers, which was natural. Nowadays, with smartphones dominating our attention, it is much more difficult to make contact with other passengers, as everyone is immersed in their own virtual world.

Thanks to technology, we can now do many things without leaving our homes – from ordering food to paying bills. This undoubtedly has its advantages, but it also has disadvantages. Social media platforms make it easier to keep in touch with friends we haven’t seen in a long time, as was the case with a certain popular Polish site that is now defunct. Although these contacts may be more superficial, on the other hand, they offer the chance for a wide network of acquaintances.

As technology is already an integral part of our daily lives, what are the risks associated with its increasing use?

Technology has made our lives more convenient. There is a direct link between convenience and security: often, the greater the convenience the lower the security, and vice versa. In the past, when information was written by hand on a piece of paper, direct physical access to a notebook was needed to retrieve it. The next stage was storing the data on a computer that was not yet connected to a network – stealing the data still required physical access to the machine. However, the situation changed drastically when computers started to be connected to the internet, which opened up the possibilities for remote attacks and made unauthorised access to data easier.

Today, as more and more data is stored in the cloud, the security problem becomes even more complicated. Although cloud services introduce various security features, such as encryption, the risk still exists. Without having physical control over where our data is stored, we are dependent on the security and integrity of the providers of these services.

It used to be that, with a physical notebook, we had direct control over our data and understood its security. In the digital age, this control has been replaced by trust in companies and institutions who declare that our data is safe and properly secured. This trust becomes a key part of our relationship with technology – we need to rely on the competence and integrity of those managing the systems that hold our information. If these declarations were found to be false, the consequences could be very serious.

You mentioned cloud technology. What other new technologies and trends are shaping the future of digital transformation?

The future of digital transformation is being shaped by technologies such as artificial intelligence (AI), machine learning, and process automation. Computing cloud, due to its stability, has become a key place to store data. Storing files in the cloud does not require users to change their behaviour much – they use files as if they were stored locally on their devices, but with the added feature of online accessibility.

In contrast, the impact of AI on different areas of our lives is much deeper and more comprehensive. Adapting to AI will be key, as the technology significantly impacts work efficiency. AI has the potential to revolutionise almost every industry and profession. I used to think that only certain sectors would be affected by the change and to varying degrees, but now I am increasingly seeing that it is difficult to identify a profession that will not be revolutionised in some way by AI. Learning to collaborate with AI and adapting to new automated work processes will become essential in more and more professions.

What are the main risks of the digital transformation process for employees?

One of the main risks of digital transformation is the marginalisation of employees who do not have the right digital skills. This challenge is difficult to avoid, but can be mitigated by educating and motivating people to acquire new technological competences. The younger generation has a natural advantage here, as they are brought up in an environment of new technologies. However, older workers can also successfully adapt to a changing world, as long as they are open to learning and developing in this area.

The key element here is to convince people not to be afraid to engage with new technologies, highlighting that failure to adapt can lead to their marginalisation in the labour market. It is often heard that some employees consider learning new skills to be unnecessary. However, such thinking can be risky and lead to professional isolation. The national and educational institutions should play a key role in informing and educating the public about the benefits of adapting to new technologies.

What implications does the digital transformation process have for customer service strategies and customer engagement?

Digital transformation is bringing significant changes in the area of customer service, primarily through automation, which, on the one hand, can reduce the cost of service, but on the other hand, can also create frustration among customers who prefer direct human contact. For example, when a customer calls a helpline and is forced to wade through several levels of automated responses, often without the option to quickly connect with a consultant, this can lead to a negative experience. The customer may get the impression that they are not being taken seriously. In some cases, direct contact with a consultant could even speed up the resolution of the consumer’s problem.

The perfect solution often involves a combination of automation and human support. Good examples include ticketing systems, where customers use machines to purchase tickets, but can also rely on a member of staff to help them when they encounter difficulties. This approach not only reduces waiting times, but also makes the service more efficient. In this way, employees who previously dealt with monotonous tasks can now focus on providing support and assistance with new technologies.

Tomasz Dziki – Vice President of Britenet with 28 years of experience in IT. He started as a Java programmer, but quickly discovered that sales were his true passion. He has spent the last 12 years developing and executing Britenet’s sales strategy in domestic and international markets.

Last Updated on May 29, 2024 by Anastazja Lach