In the world of business, technology has long been a driving force behind innovation and progress. Advancements in frameworks, computing power, data analytics, and artificial intelligence have led to significant improvements in efficiency, productivity, and profitability. However, as technology continues to advance, it is becoming increasingly clear that the true value in business lies not just in the technology itself, but in how businesses design the interactions and human touchpoints that complement and enhance it. As technology progresses, human and humane consideration becomes that much more important. Conscious businesses that put employees, customers, creatures and the planet first. Success is moving from a bottom-line focus to a big-picture social and humanitarian focus. As we are separated from what we have been, through modernisation and convenience, there will be a cost and a snap back to reality.
It’s a little like a game, each level presents a new set of challenges that require balance, skill, and adaptability. Some still rely on traditional methods like paper, email and Excel, while others have invested in cutting-edge technology. The businesses that have embraced technology have a competitive advantage over time and we can see the gap widening at exponentially increasing speeds. Today we are seeing new ‘levels up’ in AI, new models and scientific advancements to understand our clients better. What we can’t forget is that we live in a human world and no matter how much we try to hide it or numb it, human quality of life needs to come into balance. I believe the next level in business, even though it seems technology is taking over, is going to be in the harmony of technology to amplify the quality of human and nature interaction, even if that is not the most cost-effective solution, value may be found elsewhere. It’s a delicate dance between humans, business drivers and technology.
This can be more complicated than just pointing at technology; you can argue that old-school businesses are more in touch with the human element, however, I’d argue the opposite. These businesses require human engagement to operate, not by choice but by necessity which creates a non-authentic human interaction, most of which is of low customer value. More of a transaction that we perceive as of value. Here is the opportunity for technology, when done right, can actually have the opposite effect. Technology can give businesses the ability to design into their client journeys real human value that delights. It’s too easy to deliver a completely automated service that requires no human interaction or purpose. The hard thing is going to be designing businesses on values that maintain the right balance, investing in people, both staff and clients, and sticking to those values. AI is enhancing the reach and intentions of human minds. So the question is – what are we hoping to create? For us, our children and their children.
Like all games that get harder as you progress, we are moving into the slippery slope of doing what’s easier, rather than doing what’s conscious and we all know, unlike a game, there’s no reset when we are done.
