Digital transformation in the era of teleworking

If 2020 was synonymous with remote working, 2021 has been synonymous with a new hybrid way of working. At the same time, the last two years have been marked by the sometimes rushed digital transformations of many companies.

This week, we wanted to talk about it with an expert in the field: Guy Bernadet , a digital transformation consultant and business analyst. Our discussion focused on digital transformation, of course, but we also talked about resistance to change, cybersecurity, and artificial intelligence. Here are the ideas that emerged from this wonderful conversation.

Humans: the central element of any successful digital transformation  

While digital transformation is often thought of as an entirely technological project, by its very name, this transformation actually cuts across all facets of a company's operations: technological, organizational, human resources, and much more. In this way, what primarily motivates digital transformations are the humans who constitute them; Guy distinguishes two scenarios.

First, those who know what they want and, more importantly, what they need. They know what they want because they have a game plan. He points out: “There are two extremes: companies that are doing well, that have internal resources, that have already started things for several years and are continuing their roadmap; and people who are really in a bad way.”

So, there are also those who are lost, in a bad situation, as Guy said. These are the ones who come looking for help because they don't know where to start. Often due to a lack of technological knowledge, but also because they are not supported and are left to their own devices. The business analyst also points out that it is the scale of the project that frightens these companies. And this scale is notably due to the human transformation that a digital transformation entails; that's what's frightening. This is what we call resistance to change.

Resistance to change

This resistance to change often stems from a fear of not being able to keep up with and properly use the new technologies implemented with the transformation. Indeed, factors specific to each individual, such as apprehension of the unknown, fear of losing organizational assets, concern about changing team dynamics, and much more, can explain resistance to change.

Furthermore, in the case of digital transitions, resistance to change can also stem from the fear of losing one's job. Indeed, many still believe that the implementation of new technologies in companies means that humans will be replaced. But in many cases, this transition is, on the contrary, an opportunity for employers and employees. Mr. Bernadet explains it well: “I hope people will understand that if we free a person from the work they usually do, it's a wonderful opportunity to upgrade their skills and make them do things that are potentially more productive.”

More productive, therefore, but also more fulfilling, digital transformation can be an opportunity to get rid of repetitive and boring tasks. Done well, by training and involving them in the process, this transition helps to enhance the value of the human beings who make up the company.

But we must not forget that these humans rely on a technological infrastructure to make the business work.

Technological and IT infrastructure, a solid foundation for digital transformation

And yes, because if humans are the central element of any business, it could not function without its technological and IT infrastructure. This must be solid and efficient to support business activities, but also to be able to handle all the new features and improvements that come with the transition. This often requires the intervention of expert professionals, and here the ability to identify technological needs is key. According to Guy, the technological tools that should not be neglected in the infrastructure are especially collaboration tools.

“It's not enough to have machines and big pipes to connect them, it's also about having the right tools.”

It's sometimes difficult for companies that are always in the thick of their transformation to see where there are areas for improvement, which tools work, and who needs training. Because it's not just about implementing new, cutting-edge tools, it's also about ensuring they're used properly. It's very important to train employees to properly use the entire technological infrastructure that powers the company, at least the ones they'll be using on a daily basis. With this in mind, it may be wise to call on experts like Guy to support this transformation.

Cybersecurity as a central element of corporate culture

We were talking about infrastructure, cybersecurity and cybersecurity tools are an integral part of the company's technological infrastructure. This is an aspect that must absolutely not be neglected, especially in current times, Mr. Bernadet told us, "There are two pandemics," COVID-19 and cyberattacks.

As we know, the last two years have been a perfect playground for cybercriminals. Indeed, fraudulent activities have multiplied since the start of the pandemic . This is why it is necessary to equip yourself with the right tools to protect yourself against these attacks, because even SMEs are targeted by criminals. No one is spared. SMEs are sometimes even preferred targets, because they are less protected. For criminals, this is a perfect opportunity to extract money with minimal effort, it is a very good return on investment for them.

Unfortunately, many SMEs still consider cybersecurity a secondary concern because it is too complex, and sometimes even put it aside without realizing the risks it can generate. Once again, humans are the weak link in cybersecurity and as Guy so aptly told us, “A chain is only as weak as its weakest link.” Employee training is one of the best strategies for dealing with cybersecurity issues. Because, by training employees, cybersecurity becomes an integral part of the corporate culture.

Automation, the ultimate goal of digital transformation?

Another technological area that's growing every day is automation, and more specifically artificial intelligence (AI). In digital transformation, Guy points out that automation is often one of the final steps. Many companies aim to automate processes through their transformation. But this isn't always the case. The analyst explains:

“It’s not mandatory, because if I help a company optimize its process with a view to automating it, and it ultimately decides that it doesn’t want to automate it, there are already plenty of benefits.”

Indeed, all efforts made to move toward automation, even if they don't succeed, will be beneficial for the company. The process itself is as important as the outcome, as it allows the company to unravel problems and therefore avoid falling back into them.

But we shouldn't think that automation and artificial intelligence are solutions to everything; this idea can even be the source of resistance to change. When we think of AI, we sometimes imagine that this technology will eventually replace humans, but this is not the case. AI is not a magic solution. For example, when it comes to sales forecasting, which in Guy's experience is a fairly widespread demand, AI is not always the most effective. Especially in situations like the one we are currently experiencing, the pandemic and its unforeseen events make accurate forecasts difficult. To obtain very accurate results, it would be necessary to invest—money, but also a lot of time—in even more advanced AI such as “deep learning.” For many companies, the use of AI will be limited to the automation of repetitive and tedious tasks for humans, which comes back to what we mentioned in relation to resistance to change: we must value the skills of the humans who make up the company.

In summary

To summarize the wonderful discussion we had with Guy Bernadet, the central element of any successful digital transformation is the humans who lead it. Supported by a solid technological and IT infrastructure, they must be fully integrated into the digital transformation. Finally, Guy pointed out that this transformation is a continuous and iterative process. The company and the technological environment, but not only, in which it operates are constantly evolving. Hence the importance of involving the humans without whom the company would not function.

About Nexxo

Nexxo Computer Solutions specializes in providing IT and technology services to Quebec businesses. Its mission is to offer Quebec companies IT services tailored to their needs. Acting as an external IT department, it handles all of a company's IT tasks, allowing it to focus on its business activities. It achieves this by collaborating closely with its clients and putting their interests at the center of its concerns.