This year in particular has been one in which many people have needed empathy in trying circumstances.
Yet how can large organizations with thousands or even millions of customers express real empathy?
The announcement that Google’s DeepMind has won the Critical Assessment of protein Structure Prediction challenge is important in a number of ways.
The phrase “customer journey” has become part of everyday business vernacular, bringing a customer-centered and design thinking perspective to the mainstream.
Customer engagement and intelligent automation company Pega uses the phrase “microjourney” to focus on the elements that comprise the customer journey. This is useful both in being able to design a better experience for customers, but also in optimizing each of those elements so they can be woven together effectively across situations existing and new.
MIT’s Taskforce on the Work of the Future provides some of the most well-researched insights we have on the future landscape of work.
It has just released two very interesting reports: The Work of the Future: Shaping Technology and Institutions and The Work of the Future: Building Better Jobs in an Age of Intelligent Machines.
The latter report in particular provides deep insights and updated research on key factors driving the future landscape of work, culminating in a series of policy recommendations that should be required reading for politicians and government leaders.
In healthcare the biggest – and very long overdue – shift is from reactive to proactive healthcare: instead of fixing people when they get sick, helping to keep them healthy.
This idea of shifting from reactive to proactive is also being applied to customer service by the very interesting enterprise technology vendor Pega , which pushes it further to frame “preemptive” customer service, avoiding any need for customers to seek assistance.
One of the deepest questions we can ask is:
Are humans fundamentally good or bad?
Of course the answer is neither and both.
Yet day by day how we feel about this question fluctuates with our moods and what we observe in the world.
COVID-19 has shifted most organizations in the developed world to predominantly virtual work.
The question is what happens from here.
Of course there many unknowns around how long it takes to resume work practices similar to 2019 and before, the timeline for a potential vaccine or other measures that may support that return, or indeed whether we will ever see the complete easing of today’s social distancing.
Many organizations are explicitly or implicitly waiting for a return to ‘normal’ workplaces, in the meantime doing the best they can while most of their employees are forced to work from home.
However an increasing number of organizations are clearly stating that they expect never to return to work as it was before.
I had previously interviewed Kriti as part of the OFX/BBC Storyworks Where the world is moving podcast series I hosted in a very interesting episode on AI ethics, so I was delighted to have the chance for another fascinating conversation with her.
My core message was that we have critical decisions to make in how we use and implement AI. We must start by thinking through the ethical issues and potential implications of AI, and from that designing the future organizations that will in turn shape all of society and the role of humans in creating value.
In our relatively recently connected economy, platforms have appropriated an outsized proportion of value creation. That is a problem.
Now Braintrust, an IT freelancer platform, has just raised $18 million to support a very interesting approach, issuing blockchain-based tokens to its users to give them effective ownership of the platform.