The optimism of #Purpose & science of #design in forging #digital customer experiences! Opinions my own!

It takes much longer to write a letter, a note to someone. But yet the effect of that simple gracious, authentic act invokes a feeling of trust to the reader, the recipient. A  villain in a popular animated picture The Incredibles  once said “when everyone is a super , then no one is”. That applies; if everyone is digital.. in behaviour then it’s no longer “digital”, it becomes moot – much like how “new” media back then is just mainstream “media” today. 

Robots are all the rage these days. Automate! Automate! Automate! Improve balance sheets, cost reductions and increased efficient gain – amen. But have we considered us humans.. and the broader implications with this perceived impetus. If a percentage.. and this will grow.. of an Accountants’ work can be automated, does it mean we need to reskill these CPAs (replace with your hard earned financial degree here) for “higher value” work? Quite a lot of Robotics conversations today omit these rather uncomfortable questions, deflecting them into the perennial “parking lot”. 

If employees, humans, are rationalised and Jobs increasingly automated and displaced, along goes the essence of Trust. The trust to treat each other right, and in turn extend that envelope and umbrella to a cascading array of customers and clients in a much, much broader ecosystem.

The rate of upskilling , from the upstream education system preparing the liquid workforce to the augmentation and enrichment of skills in mature current and aging workforces are astonishingly non apparent.