A New Perspective on Building and Transforming Services through Technology, AI, and Flexible Workforce Solutions

On 29 January 2026, Elevate, in partnership with Invest Sofia, brought together business representatives, experts and industry leaders to explore one of today’s most pressing topics: How Technology, Artificial Intelligence and Flexible Business Models are transforming services and operational efficiency?

The event, “Reimagining Service Setup & Transformation – Leveraging Technology, AI and Flexible Workforce Solutions for Next-Level Operational Efficiency,” focused not only on innovation itself, but on its practical application – in processes, people and the business environment in Bulgaria.

The panel discussion, moderated by Ivaylo Slavov, Chairman and CEO of Elevate, featured experts with diverse professional backgrounds and perspectives:

• Emil Galabov, General Manager “Technology, Media & Telecommunications,” Wiser Technology
• Lyubomir Tulev, Chief Executive Officer, CyberXperts
• Stilyana Petrova, Managing Partner, Domain 6 Europe
• Marina Naykova, Manager, Be Global

A Key Takeaway: AI does not replace people – it transforms Business Processes

One message stood out clearly throughout the discussion: Artificial intelligence is a tool for better decision-making, smarter processes and more meaningful human roles. From the implementation of Intelligent Systems and complex Project Management to Data Analytics, Cybersecurity and Talent Management, AI is already embedded across business operations. Its true value, however, emerges when it is strategically governed and used to help human expertise, rather than replace it.

Where is AI heading? What can businesses expect over the next five years?

“We are moving from a world of limited information to a world of information overload. Everyone talks about everything, everywhere – but clarity about what is really happening and where we are going is often missing. In such an environment, balance and clear direction become the most valuable resources,” commented Stilyana Petrova, Managing Partner Europe at Domain 6.

She outlined three clearly emerging trends already visible in real business practices:

• AI-native business platforms that will gradually replace traditional software. Instead of isolated tools for specific tasks, companies will rely on integrated ecosystems with embedded AI, capable of analyzing data, connecting processes, and supporting real-time decision-making.
• A shift from AI as an “assistant” to autonomous agents, capable of independently executing specific tasks and processes.
• An evolution of human roles, moving toward oversight, supervising, governance and creativity. People will increasingly focus on areas that cannot be easily standardized – interpretation, context, strategic evaluation and innovation.

“The more autonomous AI systems become, the more human our roles will be – focused on judgment, control, and creativity,” Stilyana added.

In practical terms, this means less time spent on routine, repetitive activities and greater focus on high-value decision-making, benefiting both internal teams and clients. According to her, the future of AI is not about making businesses less human, but about enabling them to be more purposeful, conscious and sustainable.

Self-Optimizing Processes and Digital Twins

From a technological perspective, Emil Galabov, General Manager “Technology, Media & Telecommunications” at Wiser Technology, highlighted the next evolutionary step in Business Process Management: AI-driven, self-optimizing organizations. Over the next two to three years, he expects a significant increase in the adoption of Digital Twins of the Organization (DTOs) – virtual, real-time models that replicate all key processes and business units within an organization. These models allow companies to run what-if scenarios using AI, analyzing the impact on speed, cost, or service quality before implementing changes in the real world.

“A digital twin provides organizations with a safe environment for experimentation. They can test changes in the digital space and see the impact without risking real operations,” shared Emil Galabov.

At the same time, predictive analytics is becoming a critical tool for identifying potential overloads or systemic errors before they escalate into real business risks. Galabov also emphasized the concept of continuous improvement, where AI systems not only detect inefficiencies but also recommend or automatically apply process optimizations.

“We are entering an era where optimization is no longer a one-off project, but a continuous, autonomous process. Over the next 2–3 years, we will see mass automation and deep optimization of business processes,” he added.

Cybersecurity Behind AI Transformation

No AI-driven transformation can be sustainable without a secure and resilient digital environment. This topic was addressed by Lyubomir Tulev, CEO and Founder of CyberXperts, who emphasized that cybersecurity has long outgrown its role as a purely technical function.

Today’s cyber threats are no longer the work of isolated hackers, but of highly organized, corporate-like criminal networks operating with speed, resources, and coordination. The economic damage caused by cybercrime continues to grow by trillions of dollars annually, turning cybersecurity into a direct business sustainability risk, not just an IT concern.

“Cybercrime will not disappear – it evolves like a well-structured corporation. The real question is not whether attacks will happen, but how early we can detect and prevent them.” commented Lyubomir Tulev.

In this context, AI becomes a critical aspect for cybersecurity, especially against the backdrop of a growing global talent shortage in the sector. According to Tulev, AI does not replace experts – it amplifies their effectiveness by automating the analysis of massive volumes of data, logs, and signals. A key shift he highlighted is the move from reactive to predictive and preventive cybersecurity – from responding after incidents occur to detecting anomalies early and stopping threats at their inception. AI analyzes user behavior, systems and networks, identifying deviations that would be nearly impossible for humans to detect in time.

“AI is a decision supporter, not a decision maker. Humans remain responsible for decisions, but AI provides the speed and context without which modern business cannot operate,” he concluded.

Bulgaria’s Demographics in the Context of the Future of Work

Marina Naykova, Manager of Be Global, added an important demographic perspective to the discussion. While demographic data clearly shows that Bulgaria, like many European countries, is facing challenges related to an aging population and labor shortages, businesses are already adapting. With over 115,000 active foreign workers, the country increasingly relies on International Mobility and Flexible Workforce Solutions. This makes workforce solutions, migration and adaptive HR strategies essential for the Future of Work and Services.

“The successful companies of tomorrow will be those that strategically combine Flexible Workforce Models with technology and continuous learning to build a sustainable and adaptive work environment. The combination of AI, digital tools, and flexible HR practices enables organizations to be more efficient, more responsive, and more resilient in the long term,” emphasized Marina Naykova.

A Shared Vision for the Future

All these perspectives converge around a broader vision: Bulgaria has a real opportunity to position itself as an attractive destination for modern services, investment and entrepreneurship, provided it successfully integrates Technology and AI, a secure and stable business environment, and a flexible, internationally oriented workforce.

The Reimagining Service Setup & Transformation event clearly demonstrated that the future of services depends on collaboration between business, technology, public institutions and people. The partnership between Invest Sofia and Elevate is a strong example of this synergy – driven by a shared mission to support the sustainable development of Sofia and Bulgaria as a modern, innovative and competitive business hub.

AI, Cybersecurity and Flexible Workforce Models are not isolated topics – they are interconnected elements of the same transformation. Success will belong to organizations that can combine them strategically, responsibly, and with a clear focus on long-term growth and future adaptability.