Keneth Umlauf

Automation gets the job done. People make it meaningful. Scaling automation is straightforward. But scaling trust, context, and deep customer understanding? That requires human insight. Thankfully, it’s not an either-or choice. Imagine a future where AI handles the heavy lifting— and humans bring the empathy, judgment, and nuance that truly connect. According to a recent report by Everest Group, 72% of enterprise leaders agree: Gen AI isn’t about replacement—it’s about collaboration. ---------------- 🎤 Meet us at the Business Tech Week, on June 17th BOGDAN H. will be part of the panel, From Automation to Innovation: How AI is Reshaping Business, sharing insights on AI–human collaboration Throughout the event, our AI experts will be at the Concentrix EMEA booth, ready to host live demos and 1:1 conversation for deeper, hands-on discussions.

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💡 Reflections from ABSL Poland Summit 2025: How AI is Reimagining Content Operations at Scale I had the privilege of speaking at ABSL Summit 2025 in Kraków — one of the leading gatherings for business services and technology leaders in our region. During my session on Day 0, I shared a real-world case study of how Infogain partnered with our customer to tackle a challenge that many large organizations face: managing complex, high-volume, global content operations — and doing so faster, better, and smarter. 🔍 The Challenge: Complexity, Bottlenecks, and the Scale of Modern Digital When we think about platforms like Azure, Microsoft Copilot, MS Teams, and Office 365, we see massive ecosystems that touch billions of users every day. Keeping their online presence up to date means managing thousands of content updates, pages, workflows, and stakeholder approvals — across multiple teams and time zones. What happens when this process is handled through overlapping workflows, redundant steps, and multiple layers of manual review? 👉 You lose time. 👉 You lose scale. 👉 You lose the agility that today’s digital world demands. Even a simple page update can turn into a weeks-long effort. ⚙️ The Solution: AI-Powered Automation, Streamlined Processes Working alongside Infogain and our customer redesigned the entire content supply chain. We examined every step — from ideation, budgeting, UX and creative workflows to review, approval, authoring, and publishing. Our goal was clear: Eliminate redundancies, activate automation where it delivers real impact, and embed AI to make teams faster and smarter. For example: Content classification and tagging powered by AI Automated governance checkpoints Streamlined approval flows Integrated systems that talk to each other instead of working in silos This approach didn’t just improve speed. It also increased content quality, scalability, and freed up teams to focus on higher-value creative work, not repetitive tasks. It’s a clear sign that AI, when thoughtfully designed into operations, empowers teams instead of replacing them. It removes friction, speeds up delivery, and raises the bar for digital customer experiences. 🌍 My Takeaway from ABSL: Technology Empowers People The theme of ABSL Summit 2025 is “Embrace Technology, Empower People.” This project reflects that spirit perfectly. At Infogain, we believe that technology — whether AI, automation, or cloud — should unlock human potential. Our role is to bring together the right talent, platforms, and engineering mindset to help global companies move faster, be more resilient, and deliver exceptional experiences. If you’re curious about this case study, or want to explore how we’re using AI and automation to engineer business outcomes — my team and I are always ready to connect. Let’s keep the conversation going! #ABSL2025 #AI #Automation #ContentOperations #DigitalTransformation #Leadership #Infogain #Poland #BusinessServices #FutureOfWork

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The pace of change in banking keeps accelerating 🫨 💳 New apps, stricter regulations, growing customer expectations. How do you make sure your digital platforms keep up? At Sii Poland, we help top financial institutions stay compliant, resilient, and future-ready through our partnership with Tricentis and deep industry know-how. From automation and performance testing to data integrity – our experts help banks deliver faster, safer, and with confidence. 🎬 Watch the video to see how we transform testing in financial services. Learn more about our offer at:  🔗 https://lnkd.in/daawwQeq

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It may come as a surprise, but Poland—the once go-to destination for IT, BPO, and shared services in Central and Eastern Europe—is now grappling with a serious talent crisis. Many companies are finding it increasingly difficult to recruit and retain employees, and new entrants are growing skeptical about opening new centers in the country. Just a decade ago, Poland’s cities like Warsaw, Kraków, and Wrocław were overflowing with skilled graduates, making them magnets for global corporations. Today, however, unemployment in these cities is at record lows (around 3-4%), and over 70% of organizations struggle to fill roles with qualified candidates. The IT sector alone employs over 500,000 professionals, but demand has far outpaced supply, leading to fierce competition, poaching, and attrition rates exceeding 20% in major cities. Several factors have contributed to this shift: the saturation of talent in key cities, a significant “brain drain” as skilled professionals move to Western Europe, and rising wage pressures that have eroded Poland’s cost advantage. Meanwhile, regional competitors like Romania and the Baltic states are drawing investment with similar skills at lower costs. To counter these challenges, Poland has launched a range of initiatives—from tax incentives for returning professionals and streamlined migration policies to partnerships with tech giants and upskilling programs. The influx of skilled Ukrainian refugees has provided some relief, but demographic forecasts remain concerning: Poland’s working-age population is projected to shrink by 1.5 million in the next five years, and millions of additional foreign workers will be needed by 2033. Uncertainty is looming. Unless drastic measures are taken—accelerated immigration, robust upskilling, and a shift toward high-value innovation—Poland’s talent challenges will not diminish anytime soon. The era of effortless talent supply is over, and the next chapter for Poland’s service delivery sector remains unwritten. #Poland #TalentCrisis #IT #BPO #SharedServices #FutureOfWork

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Poland’s business services sector – Europe’s quiet powerhouse – is transforming. 🚀 A sneak peek inside - Low-cost era? Fading fast. - AI and automation are rewriting the rules. - Talent hunts intensify for high-value roles.​ 🔍 What’s shifting? Five key trends are redrawing the map. Curious how Poland stays ahead?​ 👉 Unpack the trends with XYZ’s Małgorzata Grzegorczyk: https://lnkd.in/dji3aHgV

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📌 One bad customer experience can cost you a loyal client. AI can help, but only if your foundations are solid. 🎙 In the latest episode of the podcast “𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐓𝐞𝐜𝐡 𝐓𝐚𝐥𝐤𝐬 𝐩𝐨𝐰𝐞𝐫𝐞𝐝 𝐛𝐲 𝐁𝐥𝐮𝐞𝐒𝐨𝐟𝐭”, experts: Piotr Lempkowski from Salesforce, Łukasz Rychliński from BlueSoft, and Kacper Zielinski from Craftware discuss how Artificial Intelligence is reshaping modern Customer Service, and why integration, data quality, and strategy matter more than ever. In this episode, we explore: 🔹 why Customer Service is becoming a strategic growth driver, not just a cost center, 🔹 how predictive and generative AI improve speed, personalization, and agent productivity, 🔹 what AI agents can really automate — and where guardrails are essential, 🔹 why fragmented systems (CRM, ERP, legacy tools) limit AI’s true potential, 🔹 how a 360° customer view enables seamless omnichannel experiences. 📹 We’re sharing a short video clip from the conversation, and 🔗 the link to the full episode is in the comments. 👉 Is your organization ready to move from reactive support to AI-powered Customer Experience? #BusinessTechTalks #Podcast #BlueSoft #CustomerService #ArtificialIntelligence #CRM #ExperienceTheExpertise

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📈 What’s the earning potential for IT Sales & Business Development Professionals in Poland? 💼🇵🇱 We just dropped a fresh salary breakdown for one of the most in-demand roles in tech – IT Sales & BizDev Managers. Whether you’re already in the field or considering a move into IT Sales, this article is your go-to guide for salary benchmarks by experience level, key locations across Poland, and how they compare to global markets. 👉 Dive into the full insights here: https://lnkd.in/d4sZs3uG #ITSales #BusinessDevelopment #Poland #TechJobs #SalaryInsights #ITCareers #Itentio #IT #ITRecruitment #Trends

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Expectations of Czech employers from new employees In 2025, employers are looking for key skills across sectors such as IT, healthcare, and finance. Discover how effective HR strategies and flexibility in work influence talent retention. Read more https://lnkd.in/edK5kzvX

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Krakow’s IT talent: skilled, experienced, global 🌍 Read more ⬇️⬇️⬇️ Download the 𝟮𝟬𝟮𝟱 𝗞𝗿𝗮𝗸𝗼𝘄 𝗜𝗧 𝗠𝗮𝗿𝗸𝗲𝘁 𝗥𝗲𝗽𝗼𝗿𝘁 👉 http://bit.ly/3IMhcYY   Krakow is home to one of the most mature IT talent pools in Central & Eastern Europe, more than 62 000 specialists working across 500+ companies. 🔹 Education: 75% of IT specialists hold STEM degrees, reflecting the strength of Poland’s universities. 🔹 Experience: Nearly half of developers bring 10+ years of professional expertise. 🔹 Diversity: While the sector remains male-dominated, the share of women in ICT education is rising, reaching 45% in data-focused disciplines. 🔹 Global mindset: Krakow ranks highest in Poland for English proficiency, ensuring smooth collaboration with international teams. 🔹 Tech skills: From JavaScript, Python, and SQL to cloud and emerging technologies, developers are well-equipped for complex, global projects. Read more in the 𝟮𝟬𝟮𝟱 𝗞𝗿𝗮𝗸𝗼𝘄 𝗜𝗧 𝗠𝗮𝗿𝗸𝗲𝘁 𝗥𝗲𝗽𝗼𝗿𝘁 👉 http://bit.ly/3IMhcYY #KrakowIT #TechTalent #MOTIFEInsights #ITMarket

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TP Reach​ ​ Technical field service support faces pressure to scale, expand, and increase efficiency. How can you enhance field support to meet increasing demand when hiring and retaining technical expertise is a significant challenge? ​ TP is working with Volkswagen Group Charging on its global EV charging network to meet these challenges head-on with TP Reach.​ 🔗 https://lnkd.in/gfNWTEJt​ #FieldSupport #TPBeInspired @TP​ ​ ​ ​ ​

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During the Polish Dreaming 2025 conference, Craftware was represented by Magdalena Koralewska as a speaker. Magda shared her expertise on how, even with very limited time and budget, it is possible to deliver not just another tool, but a truly valuable Salesforce solution—one that users will enjoy using and find helpful in their daily work. The presentation focused on:  ✅ Key skills needed in teams handling such projects.  ✅ Best and worst practices when approaching “quick and cheap” Salesforce implementations.  ✅ Tips on maximizing outcomes despite short timelines and limited stakeholder availability.  ✅ Simple yet powerful OOTB Salesforce features that end users truly appreciate. By sharing proven methods and practical insights, Magda demonstrated that delivering real business value doesn’t always require extensive resources—what matters most is the right approach and smart use of available tools. Didn't get a chance to watch the presentation? Don't worry – here are some insights below! 😊

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Polish Dreamin’ 26 is coming, the 2nd largest Dreamin’ event in Europe, focused on AI, Agentforce & innovation in the Salesforce ecosystem. We’re proud to welcome Dawid Jaskułowski and Marcin Wegner to the Polish Dreamin’ 26 stage, where they’ll demonstrate how AI can proactively protect organizations from GDPR risks during live customer interactions. Session title: “Automating GDPR Checks in Call Transcripts” What’s it about? This session shows how Service Cloud Voice combined with Prompt Builder can automatically analyze call transcripts in real time. You’ll see how intelligent prompts can detect potential GDPR violations such as improper handling of personal data, missing consent statements, or unauthorized disclosures, all within the natural flow of customer service. Why attend? ✔️ Learn how to detect GDPR risks in real time during customer calls ✔️ See how Prompt Builder can guide agents toward compliant best practices ✔️ Understand how AI-powered compliance can reduce legal and operational risk Explore all sessions and buy your ticket here: 👉 https://lnkd.in/dh3rNNea #PolishDreamin26 #Salesforce #ServiceCloud #GDPR #Agentforce #AI #CoffeeAndForce

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AI agents are redefining developers' roles. Bohdan Khomych, Associate Director R&D Products at SoftServe, explains how Agentic AI shifts the focus from writing code to orchestrating hybrid teams of humans and AI. 👉 Read the full article in Forbes Romania: https://sftsrv.com/DsKzft

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The most valuable insight from our week in Warsaw? Decision makers are not just buying technology. They are buying business outcomes. We just came back from a packed week in Warsaw, full of conversations with customers, partners, and prospects. And one pattern kept showing up: → Budgets for technology adoption are growing 📈 → Executives are open to new solutions → The appetite for AI is very real 🤖 But here is the thing… Every single conversation came back to the same question: "How does this move the needle for our business?" Not "how cool is this technology." Not "how impressive is the demo." Not "how many features does it have." The question is always about outcomes. Technology that creates measurable business value? That gets executive attention, budget, and fast decisions. ✅ Technology that does not? It stays a nice toy for enthusiasts. Interesting to look at, hard to justify. 🤷

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🤖 Discover how #AI is reshaping #HR processes, the barriers to its adoption, and whether this technology is mature enough to provide actionable insights and help attract top talent. 👏 We’re excited to share the results of our ABSL Poland Talent Club survey, revealing the current state of AI in HR within the business services sector in 2025: "Modern Tech in HR - Adoption, Impact, Challenges." Read on to see how companies are leveraging AI - and where opportunities still lie! Get the results here ➡️ https://lnkd.in/ga2VX6vN Bartosz Poździk | Dorota Wojtyra | Katarzyna Szczudlińska-Urban | Jaroslaw Fotyga, Chartered FCIPD

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🚨 I am delighted to announce that the 3rd Edition of the Disrupted Newsletter has just been released.. In this issue, we explore how Application Managed Services (AMS) are reshaping IT leadership — from reactive operations to proactive innovation.  💡 Discover how AMS and Agentic AI are unlocking new levels of automation, agility, and growth for IT leaders across the globe. 📩 Inside:  How AMS frees your team to focus on business impact, Why IT leaders are embracing Agentic AI for automation and agility, The evolving role of IT from support to strategic growth driver. Read the full edition and take your IT strategy to the next level 👉 https://lnkd.in/ewAryt9e #DisruptedNewsletter #ITLeadership #AMS #AgenticAI #DigitalTransformation #CIO #CTO#Hitachi

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🇵🇱 Poland continues to strengthen its position as one of Europe’s most trusted BPO and shared services hubs! It’s not just about language proficiency or proximity — it’s about expertise, reliability, and innovation.✨ With a solid academic foundation, highly skilled talent, and a mature digital infrastructure, Poland’s BPO sector has become a strategic partner for global brands managing complex, customer-facing operations. 📊 Deep capabilities in customer experience, analytics, and technology — combined with a stable business environment in the heart of Europe — make Poland a powerful choice for companies aiming to scale or modernize their operations. A market worth watching — and investing in with Axendi - Your partner to build Value driven Experiences! Read the full article based on the latest ABSL report 👇

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