CW@60: The real promise of technology is human

Hidden infrastructure

I studied electrical engineering at Rutgers University because I was fascinated by how systems work and how the unseen architecture beneath the surface creates momentum, resilience, and change. Even then, I was drawn to the systems people rarely notice but depend on every day – the hidden infrastructure that makes everything else possible.

I joined Dell Technologies in 1999, at a moment when the world was steeling itself for Y2K – it was an extraordinary time to be entering the tech industry. Looking back over the past 25 years, I’ve seen technology reshape businesses and our daily lives in ways that have been inspiring, fascinating, awe-inspiring, and at times even shocking.

I’ve had a front-row seat to one of the most consequential transformations in modern business, and among the most remarkable has been the rise of Asia-Pacific as one of the world’s most dynamic digital regions. Yet even after decades in this industry, nothing has prepared me for the sheer pace of change we’re witnessing now.

Enterprise computing’s history has taught us the same lesson time and again – technology is impressive, but the outcome on society is what stays with you

We used to talk about a globally connected society in theoretical terms. But today, most of us carry more computing power in our pocket than entire datacentres once held. The distance between an idea and its impact has narrowed dramatically. Technology does not move in decades anymore. In many sectors, it barely moves in quarters.

Time compression

I feel that compression of time in my own work and life. Connectivity lets me stay productive even on a plane; emails and texts reach people instantly, so decisions don’t wait; and online learning keeps me ahead on emerging industry trends and the business benefits behind them, wherever and whenever. These seem like small conveniences on their own, but together have been a transformative change in the way we work and how much we can accomplish in a day.

The change reaches beyond productivity. When my wife and I moved overseas, we took real comfort in knowing that if a medical emergency arose, our doctors across geographical borders would have immediate access to our digital health records. Technology doing something deeply human – giving people peace of mind.

The conversations I have with leaders across the region go far beyond whether AI matters. We are exploring how we can adopt it responsibly, scale it securely, and ensure progress does not deepen existing divides. These conversations have revealed three common questions:

• How do we manage the sheer volume of data we now generate?
• How do we integrate intelligent systems without compromising security, trust, or accountability?
• And how do we ensure the benefits of technological change reach people and communities fairly and equitably?

Those may sound like technical questions, but all point to desired human outcomes.

People matter most

We are all still early in our journeys with AI. For instance, the CRIT – which stands for context, role, interview and task – framework of optimising AI interactions has helped me in my daily work, such as preparing for meetings or guiding market research. It’s a modest start, but it clearly shows how these tools can sharpen our thinking and free us to focus on what matters most – the people we are speaking to, sitting on the other side of the table.

I have seen the same principle at work across our region. In healthcare, better infrastructure is speeding up research. In education, connectivity is extending access to education to students in remote villages far beyond major cities.

Enterprise computing’s history has taught us the same lesson time and again – technology is impressive, but the outcome on society is what stays with you.

As AI becomes embedded in how we work, govern, build, and live, our responsibility is to keep that human outcome firmly at the centre. The next chapter of technology will not be judged simply by whether systems become faster or models become smarter. It will be judged by whether innovation expands opportunity, strengthens trust, and improves lives.

If I could say one thing to my younger self, it would be this – the real promise of technology is the human potential. That is the standard we must hold ourselves to, and the only measure of success that will matter.  

Richard McLaughlin is president of Asia-Pacific, Japan and Greater China at Dell Technologies.