Digital laggards will lose ground - IT-Online

Hasnain Motlekar, chief operating officer of Telkom Business and acting-CEO of BCX, has warned that businesses failing to modernize properly risk losing ground in the next phase of the digital economy. He emphasizes that future growth relies less on simply possessing digital tools and more on converting connectivity and trust into tangible business value. According to Motlekar, many organizations have already adopted new platforms, but the challenge now lies in ensuring these technologies deliver better customer and business outcomes. Success depends on creating connected and reliable experiences for customers, suppliers, employees, and partners within a digital community environment. A central issue identified is infrastructure, requiring modern connectivity, resilient platforms, and secure environments. Weak infrastructure can slow service and increase risk, undermining customer confidence. In South Africa, where access varies by geography, reliable fixed and mobile networks are essential enablers of digital participation. Trust remains equally critical as businesses collect more data and personalize services across digital channels. Customers expect convenience alongside confidence that their information is handled with respect. Motlekar notes that leaders must also manage artificial intelligence realistically, recognizing that human judgment and accountability remain essential despite AI's potential to accelerate workflows. Long-term competitive advantage will stem from combining service, trust, relevance, and strong digital capability. Leaders must guide transitions carefully, investing in skills to keep employees relevant as the pace of change accelerates. Ultimately, businesses that make digital easier, more useful, and more reliable for the people they serve will be best positioned to grow. The primary takeaway is that digital maturity now hinges on infrastructure reliability and customer trust rather than mere technology adoption. This shift signifies that South African firms must prioritize backend resilience and data ethics to compete effectively in a connected market. While AI offers productivity gains, its integration requires careful leadership oversight to maintain human accountability. Uncertainty remains regarding how quickly regional infrastructure disparities in South Africa can be resolved to support uniform digital growth.