purposes , the pandemic is effectively over , yet , the way in which we interact with each other has probably changed forever .
“ Furthermore , I think people using technology expect their experience to be increasingly personal , and data is the driver of personalization . It is the fuel for making a process insightful or smarter . People want to make informed decisions , and data provides a perspective from which to assess or rank information .”
tend to be much less digitally driven . Refueling at a service station is no more a digital experience than it was 30 years ago . However , the way customers interact with a telecoms company has changed massively over the last 30 years . As such , many companies have internalized how they deal with their customers and have adopted this approach for their employees and ways of working .
“ This has undoubtedly been exacerbated by the pandemic . The way in which people interact with each other has changed fundamentally , and has trended towards digital interaction . While this may be more evident in some sectors than others , there has been a shift towards making functions more autonomous . For all intents and
Best of both worlds
When discussing the merits of digital transformation , Keith believes that we ’ re often hardwired to assume machines and algorithms harbor bias . “ It ’ s crucial for companies like ours to be really thoughtful about how not to let algorithms and machine learning perpetuate bias . I have had conversations with many customers surrounding bias , and always return to the thought that a human making a decision with no information at all will have as much , if not more , bias than machine learning or algorithms . What we are trying to do is overcome human bias with real data and insights . To me , the best of all worlds is when human judgement is combined with machine learning to come up with the best decisions . This is how we work at Globality : knowledge is combined with analytics and insights that are derived from data to make a holistic decision . “ There is real value in championing and investing in digital transformation . From the perspective of procurement , for example , whether in terms of savings or supply chain resiliency , it ’ s important to understand what is possible . Technology is everevolving : what worked ten years ago may no longer be relevant today . To deliver digital transformation , organizations need to view the process through the appropriate lens .” ■
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