Digital Sovereignty – Between Aspiration and Reality
Customer service has made significant digital advances in recent years. But the more connected and intelligent these systems become, the more pressing a strategically central question emerges: Who controls our data – and under what conditions?
Modern service processes are data-driven – and thus directly dependent on the stability, security, and sovereignty of the underlying IT infrastructure. Especially in customer service, where sensitive personal data is processed daily, digital sovereignty is far more than just a buzzword. It is the foundation for trust, future security, and entrepreneurial freedom of action.
Political Dependencies? A Real Risk
A recent example highlights just how real the threat of external control over digital infrastructure has become. After the International Criminal Court (ICC) in The Hague issued arrest warrants against members of the Israeli government, the U.S. government responded with sanctions.
The result: email accounts were blocked, banking connections interrupted. All made possible through reliance on U.S.-based IT providers such as Microsoft.
Although this is a drastic case, it clearly demonstrates the risk: companies that run business-critical processes on foreign infrastructure can lose control when it matters most – operationally, legally, and strategically. According to U.S. law, authorities may even gain access to data physically stored in Europe.
This kind of loss of control is especially sensitive in customer service, where personal data is processed every day. When geopolitical decisions can influence the availability or integrity of systems, digital sovereignty becomes a key factor – and thus a prerequisite for resilient, future-proof IT.
Digital Sovereignty Is More Than Just Data Protection
The discussion around digital sovereignty in Europe is becoming increasingly strategic. It’s no longer just about data protection, but about how technological independence can be achieved without compromising innovation.
Many IT decision-makers are already responding: According to a recent survey, around 45% of UK IT leaders are considering repatriating data from the cloud – primarily due to the lack of control when working with U.S.-based providers. A growing debate around AI models and their training data is also raising new demands for transparency and traceability.
The Right Strategy Is Always Context-Specific
The good news: solutions exist – but there’s no one-size-fits-all answer. Depending on the use case, companies must decide whether local infrastructure, European cloud offerings, or hybrid models provide the best fit. It’s not about dogmatic technology choices, but about smart architectural decisions.
This is exactly where we at LinkThat come in. With intelligent solutions for digital communication and process automation, we support companies in building efficient and future-ready customer service – with technological flexibility and a strong focus on data sovereignty.
Depending on the industry, security requirements, and data sensitivity, we design tailored concepts – from hybrid integrations to sovereign implementations of sensitive AI applications.
Solutions With Responsibility and Vision
Digital sovereignty is not an end in itself. It lays the foundation for adopting new technologies without sacrificing control or compliance. Especially in customer service – where speed, personalization, and security must go hand in hand – it’s a true competitive advantage.
At LinkThat, we support this journey – with experience, foresight, and a deep understanding of technological responsibility.
Looking to modernize your digital processes without losing control of your data?
Let’s talk. Together, we’ll find the path that suits your architecture – and your security standards.