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Earlier this week, AI allowed me to do a better job on a client task in 2 hours than I used to in two days.?Part of me thought “Hurrah, more time for creativity!”. Another part worried that “Soon, a client can do this themselves in 20 minutes.”?
So it’s understandable that your employees and business partners have a similar ambivalence to all the customer experience tech that is coming our way. So how you build a tech positive culture?
Here's my 2 cents:
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We’re told that AI and robots will bring about a utopia, or human extinction. Yet the future is still unwritten. So let’s stop chasing the technology-of-the-week and decide to shape our future reality. The decision to ‘take control’ builds agency, and therefore a willingness to make change happen.
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The key trends for the coming 6-10 years are already known. So paint a picture of your customer and industry reality of 2030. And then work backwards to pragmatic implementations. By involving your teams as co-creators you build ownership in the future as well as time to come to terms with the inevitable. Humans have an amazing ability to handle sh** if they see it coming.?
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There is no sugarcoating it. The future of our work and customer relationships will change. So have the difficult conversations today, rather than wait until the last minute. This leaves room for preparation, continuous learning and re-skilling, coaching and - if needed - gentle phase-outs instead of hard cuts. Make your people part of the solution, not another factor to worry about. ?
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Yet change will only accelerate, and we’ll run out of time to ‘catch up’. To paraphrase that Canadian hockey coach: “instead of chasing the puck, it’s time to skate where it will be”.?
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How do your people look at AI, robotics and similar tech in your business? How do you? Are you mainly reacting to the changes in the market, or have you got a plan? Leave your thoughts in the comments!
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#innovation #employeeengagement #ai #robotics
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7 个月I dream working for Major Food Group and this highlight just confirm why