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"TECHNOLOGIES ARE INVENTED BY PEOPLE": BUSINESS DIGITALIZATION IS IN THE INTEREST OF THE CLIENT

The need for maximum digitalization of business processes in a short time has become a challenge for companies all over the world. On the second day of Open Innovations the participants of the session “Crisis-Proof Business. Digital Immunity” discussed who coped with it easily and how entire industries have changed since the start of the pandemic.

According to Dmitry Zauers, Deputy Chairman of the Management Board of Gazprombank, an important difference in the current crisis is that employees working remotely are united only by digital technologies. Companies needed to completely change their usual communication processes.

“Certainly, in such a situation, the technological development of an organization is a basic condition for countering the crisis. In this sense, banks are traditionally more ready for digital challenges than other companies. But technologies are not a sufficient condition. It was important to restructure the work of the team – not only the processes themselves, but also the culture of the organization, so that people continue to work effectively while at home,” said Dmitry Zauers, noting that during the pandemic, Gazprombank's digital sales exceeded 50%.

It is very important to rely not on technologies, but on people, the speaker added: “It is this approach that will help to maintain the stability of the organization and find responds to challenges. Because technologies are invented by people. It is very important to focus on human capital, on the attitude towards the employee and the client.”

The human factor plays an important role in the implementation of new technologies in the Indian company Tech Mahindra. Facial recognition technology determines the mood of employees, which is then used by managers in work and communication with subordinates, said Jagdish Mitra, Strategy Director of Tech Mahindra. “We completely restored our activities two weeks after the start of quarantine, transferring everyone to remote work. This is not typical for India,” said Jagdish Mitra.

The discussion was attended by Elizabeth Le Masson, delegate for economic development and job creation of Groupe ADP, Peter Lacy, Head of Global Practice for Sustainable Development and Corporate Social Responsibility of Accenture, Shiv Khemka, Vice Chairman of the SUN Group. The moderator was Stephen Crown, Vice President and Deputy General Counsel of Microsoft. Summing up the discussion, he noted that man will always be more important than technologies. “The challenge today is not the disease itself, but the way people behave during the pandemic,” added Stephen Crown.