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ICT-driven innovations affect all sectors of economy and society where trends like adaptability, remote workforce, augmented reality/virtual reality, internet of things, smart machines and artificial intelligence run the core of digital transformation of every aspect of a business. This article introduces the measurement instrument that was created and validated with intention of questioning certain aspects of digital economy from the user point of view. The validation of the proposed measurement instrument was conducted by applying factor analysis (Principal component analysis - PCA) which revealed critical factors affecting certain aspects of digital economy: e-commerce, e-banking, e-work (telework) and e-employment. Measurement instruments were tested on 197 respondents from two Croatian counties. To maximise the benefits that can be derived from digital transformation it is essential to overcome all barriers and force employment of opened opportunities. Business alignment with IT remains a challenge; therefore, presented results are valuable input in the discussed domain.

In 2015 the programme entitled “e-Schools: A comprehensive informatization of school operation and teaching processes with the aim of creating digitally mature schools for the 21st century” started in Croatia. The results of the pilot project e-Schools include a Digital Competence Framework for School Employees: Teachers, Principals and Administrative Staff, and based on this, the Curriculum for the Enhancement of Digital Competences of School Employees: Teachers, Principals and Administrative Staff. In the paper, the methodology of transforming the Digital Competence Framework to Curricula is described: from digital competencies expected from school staff, through learning outcomes (units) to the modules and implementation/instruction units to be used as the base for educating school staff and helping them to achieve and/or improve their own digital competencies.

The aim of the General Data Protection Regulation (GDPR) is to ensure the consistency of the protection of personal data across the European Union (EU). The GDPR imposes new rules that directly affect every Member State. The purpose of this paper is to identify the practical implications of GDPR and to discuss the changes that have the most practical relevance. The situation regarding the collection, processing and use of personal data at the higher education institution (HEI) in Croatia is analyzed with aim of alignment with the provisions of the GDPR. Accordingly, the areas within the HEI that are subject to change are identified, and measures implemented in order to align to the GDPR are presented.

The contact center is the center of communication between users and service providers through which companies strive to provide support and retain or increase the customer's satisfaction in working with the service. Today companies that provide support through contact centers add more and more independent channels including email, chat, SMS, social networks and other, without paying attention to the needs of customers nor to the potential that a particular channel delivers. In context of the contact center, omnichannel approach rises as an idea of creating the seamless and integrated environment for modern customer experience (CX) through integrated channels, which allows agents to work on a better interface and to use a richer set of customer and service data. This paper discusses the nature of applying the omnichannel approach to contact centers. To be more precise, focus of paper is on presenting the need for an omnichannel approach in today's contact centers, analyzing literature and defining opportunities and challenges of applying omnichannel approach to contact centers.

First part of paper addresses the impact of General Data Protection Regulation (GDPR) on data collection by most popular social networks. GDPR will start to apply on May 25th 2018, and it aims to change the way in which organizations treat data protection. Regulation requires organizations, including social networking service providers (SNSP), operating within the EU to know where personal information of their users is located, how can it be used and when does it have to be deleted. The paper clarifies the rights of the users and the obligations of the SNSP. It analyzes 10 most popular social networks and explores what personal information they collect as well as problems related to the application of GDPR. Second part of the paper presents the use of social networks in omnichannel contact center. Omnichannel is a business model which combines various communication channels in order to improve customer experience. Since modern social networks are abundant with personal user information, it is necessary to determine which of them may be collected and used by omnichannel contact center, while respecting the principles of GDPR.