The virtual agent of the future: Real-time photo-realistic human faces that bridge the human/ machine divide

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I recently gave a series of opening keynotes on The Future of Customer Experience as part of a roadshow for omnichannel customer experience platform provider Genesys, which is running a global series of events for their lead customers, which includes organizations such as News Limited, Vodafone, Western Union, and the Australian Taxation Office.

The central theme of my keynotes was the boundaries and relationship between humans and machines in customer experience.

Today, extraordinary insights from data and analytics enable us to address individual’s unique preferences to an unprecedented degree.

Yet the emotion, empathy and engagement of humans cannot be replaced – we all seek personal connection and a real sense of caring.
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Launch of Creating the Future of PR – shaping an exceptional future for the industry

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Advanced Human Technologies Group has just launched Creating the Future of PR, a publication that looks at how the Public Relations industry can create an exceptional future for itself and its clients in a fast-changing world.
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In my article Join Us in Creating the Future of PR I frame the context for the launch of the publication:

The fundamental capabilities of PR professionals are more relevant than ever in our intensely networked world. Arguably, PR should be at the center of the marketing universe, since it is better able than any other discipline to deal with a world driven by relationships, fueled by connectivity, social, mobile, and power shifting to the individual.

The big question is: will the PR industry seize the immense opportunity before it?

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Join Us in Creating the Future of PR!

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The fundamental capabilities of PR professionals are more relevant than ever in our intensely networked world. Arguably, PR should be at the center of the marketing universe, since it is better able than any other discipline to deal with a world driven by relationships, fueled by connectivity, social, mobile, and power shifting to the individual.

The big question is: will the PR industry seize the immense opportunity before it?

For the last decade I and my companies have been extensively involved in the PR industry, helping PR agencies anticipate and respond to changes in the world of media, and supporting client projects with compelling insights on the future.

During this time of extraordinary change in media and marketing I have observed dramatic shifts in the PR industry, yet they have not always matched the pace of external change.

PR professionals as masters of the universe?

Back in 2006 I wrote an article Six Facets of the Future of PR, which concluded:

We are entering a world in which the flow of information and perceptions will drive much of the value creation in a highly networked global economy. The PR industry should be looking forward to a time of massive prosperity, in which it extends itself to play in entirely new fields of media and communication. Yet many of the existing participants will need to adopt a new stance and actively develop new skills to do this effectively. Those that re-conceive their role and potential impact, could well be masters of the universe.

This is just as true today as it was then.

We believe that current social, technological, and business trends mean that the core capabilities of the PR industry are more relevant than ever, and can be applied to generate exceptional value. However the industry needs to evolve and adapt dramatically to seize that opportunity.

Why we are launching Creating the Future of PR

We are launching Creating the Future of PR to support the PR industry in this transition to a even more prosperous future.

We will bring perspectives from industry leaders on what professionals, firms, and the industry can do to build success.

We will also bring specific insights and research to bear on current issues such as software tools, influencer outreach, branded content, social engagement, and other emerging topics.

Global perspectives

In particular we are keen to take a global perspective, and examine differences in the state of PR and how it is evolving in different regions around the world. PR is a substantially different industry in growing markets such as South America and the Middle East that it is in established markets, and the diversity and dynamism of Asia is bringing entirely new opportunities.

Please let us know if you would like to contribute regional perspectives on the future of PR.

Please join us in helping create an exceptional future for PR!

We have just launched the publication, and will build it over time.

We will share insights and resources that will be useful to the PR industry, and would love to get insights from those who are in the frontlines creating the future of PR. Please get in touch If you would like to contribute your perspectives or have suggestions on what we should be covering.

To really make this valuable to the industry we need to support a conversation. We have set up a Creating the Future of PR Facebook Group; please join your peers there in discussing how we can make the most of the opportunities for the industry. We may establish other community platforms, let us know if there are ones that you would prefer.

We will convene events to bring together those who are creating the future of PR, starting with a Creating the Future of PR Forum in Sydney in October (details coming soon), and events in other major cities globally forthcoming. Please get in touch if you’re interested in participating or collaborating in any future of PR events.

So welcome to Creating the Future of PR, we will do what we can to support your leadership in building a spectacular future for the industry!

How do you become a futurist? 10 key elements of a career thinking about the future

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Many people are curious about the steps that futurists take to build a name for themselves in the futures industry. As a result, futures thinkers are often asked, “How do you become a futurist?” While there is no single career path that all futurists follow, here are several common threads that connect the learning and career history of leading futurists.

Backgrounds in diverse domains

What is striking about the backgrounds of prominent futurists is their individual and collective diversity. The education, industries, and geographical locations of today’s futurists are wide-ranging and sometimes surprising.

Exposure to variety in study, work and society

From film to writing to technology and more, futures thinkers across the globe engage with manifold domains. Some eventual futurists, including leading futurist Ross Dawson, intend to develop a well-rounded career history before adopting the futurist label. Dawson writes in a blog post, “When people ask me what is my background that prepared me for being a futurist, my response is ‘varied’. I worked across six distinct careers in several countries before engaging in my current path.”

Other futurists start their careers without necessarily intending to become futurists. Instead, they gain exposure to a variety of disciplines and gradually discover that being a futurist would be an interesting career suited to their strengths.

Mastering systems thinking

For those who aspire to become futurists, it is important to develop a deep understanding of systems thinking. In the experience of futurists from Genevieve Bell to Amy Webb to Rebecca Costa, travelling and living in diverse countries and cultures can help to form a systemic worldview. Costa attributes her ability to see the “big picture” to her cross-cultural upbringing and education in Japan, Laos and the United States.

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Building capability and credibility

Futurists sometimes face skepticism from members of the public who misunderstand the real role of a futurist, thinking, for example, that futurists are like astrologists! Consequently, for people who decide to build a name for themselves as futurists, credibility is key. Futurists also need to be credible so that the people they work with are engaged and receptive.

Education and self-education

One way to gain credibility is to complete a tertiary futures studies program. The Acceleration Studies Foundation provides a helpful list of futures studies courses from around the world. For futurist Maree Conway, studying the Masters of Strategic Foresight course at Swinburne University of Technology, Melbourne, was a life-changing experience. Conway reflects on her website that “The concept of responsibility for future generations and being a good ancestor struck a real chord with me, and by the end of the two years of the course, I had decided that I wanted to work in the futures field.”

While study can help to boost credibility and define one’s career direction, a large part of the capabilities of a futurist is often self-taught. The path of self-education can involve building experience in one or more careers, seeking out professional development, and maximizing opportunities for mentoring and networking.

Career paths

Although increasing numbers of futurists are studying and teaching futures programs, the game changer for most futurists is their career development. Major fields that futurists emerge from include science and technology, marketing and trends, social studies, anthropology, and the environment and sustainability. Within these disciplines, there are three main pathways that futurists tend to follow:

1) working at a consulting firm
2) corporate roles as in-house consultants or futurists, and
3) founding their own consultancies or strategic foresight businesses.

Across all of these pathways, expertise in strategy and planning is crucial.

Publishing

Several professionals have donned the “futurist” label after the publication of future-thinking articles or books that have become widely known and appreciated. For Ross Dawson, the “futurist” breakthrough came after the publication of his book, Living Networks, in 2002, where he outlined the upcoming explosion of social networks. Another example is futurist John Naisbitt, whose 1982 book Megatrends inspired millions of readers, including futurist David Houle.

Megatrends John Naisbitt cover

Social networking

Most futurists today harness the power of social media to improve public recognition of their work as a futurist or as a futurist by another name, such as a foresight practitioner or futurologist. Prominent futurists usually have thousands of followers on Twitter, as well as using Facebook, LinkedIn, YouTube, Google+ and other social networks for maximum effect, by sharing some of the fascinating and useful insights into the future they glean from their work.

Professional development

Professionals from a range of fields often develop their personal interest in the future by reading the latest literature on future trends, forecasting, organization and system change, science and technology, and other forward-thinking topics. They may also attend conferences and seminars about the future and join professional associations such as the World Future Society or the Association of Professional Futurists (APF). Candidates to join the APF must be recommended by a member and must meet two of the six selection criteria, which span employment as a consulting or organizational futurist, obtaining a postgraduate degree in futures studies, or demonstrating competence in teaching, writing or speaking on futures theory or methodology.

Mentoring and fostering connections

The process of learning about the future can be boosted by closely connecting with one or more professional futurists. Following them on social media is a starting point, but working for them or learning from them through direct mentoring can be a powerful asset. The benefits of mentoring for inspiration and know-how are vouched for by futurist danah boyd, who looks up to Genevieve Bell as a mentor in the technology space, and futurist Glen Hiemstra, who learnt from Ed Lindaman, an early member of the World Future Society.

The power of media

One way to solidify your education and expertise in particular fields is to develop a media presence. Most prominent futurists have their own websites that include links to their recent mentions in newspapers and their interviews on television or radio. If major media channels recognize your work and describe you as a futurist, this strongly supports your positioning and your ability to create value.

Creating value as a futurist

Becoming a futurist is not simply about forging a career, making money or acquiring fame. Futurist Ross Dawson believes that futurists have an important purpose: to create value for clients and the world around them. To achieve this goal, futurists must encourage leadership at all levels; that is, they must inspire other people to help create brighter futures.

Surian Soosay futurist pic

Image sources: dirkb86, bidorbuy, and Surian Soosay

Harnessing the power of innovation: networks are at the heart

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Every organization understands they need to innovate, not just in bringing new offerings to market, but in continually becoming a new and better organization.

Networks are always at the heart of innovation. The new comes from combining the old in original ways.

Chemist Kary Mullis aptly described how he arrived at his innovations that won him the Nobel Prize in 1993:

“I put together elements that were already there, but that’s what inventors always do. You can’t make up new elements, usually. The new element, if any, it was the combination, the way they were used.”

Whether it is bringing together existing ideas to create new ideas, or connecting people in ways that generate new insights, organizations must design how they work to facilitate value-generating connections.
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The best futurists ever: How Buckminster Fuller anticipated today’s challenges over 50 years ago

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220px-BuckminsterFuller1By Ross Dawson

When I’m asked who my favorite futurists are, usually the first person who springs to mind is Buckminster Fuller. He was an extraordinary inventor, a true visionary who had a massive impact on how we think, and was way ahead of his time.

You can discover more about his work from the Buckminster Fuller Institute.

Today I was looking again at some of his work, and was struck at how prescient his thinking was. Five decades ago he was talking about many of the issues that are today dominant in our considerations of the future. He brought deep and powerful insights that are exceptionally relevant to us today, not least to the future of work. His work remains powerful and useful.

I have taken a selection of quotes from his work (from WikiQuotes) below that are still highly relevant today. Let us learn from his wisdom.

Talking about Massive Open Online Courses and the pull of education:

Children, as well as grown-ups, in their individual, glorified, drudgery-proof homes of Labrador, the tropics, the Orient, or where you will, to which they can pass with pleasure and expedition by means of ever-improving transportation, will be able to tune in their television and radio to the moving picture lecture of, let us say, President Lowell of Harvard; the professor of Mathematics of Oxford; of the doctor of Indian antiquities of Delhi, etc. Education by choice, with its marvelous motivating psychology of desire for truth, will make life ever cleaner and happier, more rhythmical and artistic.
– 4D Timelock (1928)

Talking about the role of humans versus computers:

“Man is going to be displaced altogether as a specialist by the computer. Man himself is being forced to reestablish, employ, and enjoy his innate “comprehensivity.”
– Operating Manual for Spaceship Earth (1963)
[Note: Fuller was an apostle of “comprehensive thinking” – thinking about the whole and not just the parts]

Talking about the very current debate on a basic living wage as automation replaces jobs:

We must do away with the absolutely specious notion that everybody has to earn a living. It is a fact today that one in ten thousand of us can make a technological breakthrough capable of supporting all the rest. The youth of today are absolutely right in recognizing this nonsense of earning a living. We keep inventing jobs because of this false idea that everybody has to be employed at some kind of drudgery because, according to Malthusian-Darwinian theory, he must justify his right to exist. So we have inspectors of inspectors and people making instruments for inspectors to inspect inspectors. The true business of people should be to go back to school and think about whatever it was they were thinking about before somebody came along and told them they had to earn a living.
– “The New York Magazine Environmental Teach-In” by Elizabeth Barlow in New York Magazine (30 March 1970), p. 30

Talking about the Circular Economy:

Pollution is nothing but resources we’re not harvesting. We allow them to disperse because we’ve been ignorant of their value.
– As quoted in “The View from the Year 2000” by Barry Farrell in LIFE magazine (26 February 1971)

Talking about augmentation and extension of our senses:

Up to the Twentieth Century, reality was everything humans could touch, smell, see, and hear. Since the initial publication of the chart of the electromagnetic spectrum, humans have learned that what they can touch, smell, see, and hear is less than one-millionth of reality. Ninety-nine percent of all that is going to affect our tomorrows is being developed by humans using instruments and working in ranges of reality that are nonhumanly sensible.
– R. Buckminster Fuller on Education (University of Massachusetts Press, 1979), p. 130

Describing the rise of the living networks:

The new human networks’ emergence represents the natural evolutionary expansion into the just completed, thirty-years-in-its-buildings world-embracing, physical communications network. The new reorienting of human networking constitutes the heart-and-mind-pumped flow of life and intellect into the world arteries.
– Grunch of Giants (1983)

Talking about applying technology to create better futures:

I do know that technologically humanity now has the opportunity, for the first time in its history, to operate our planet in such a manner as to support and accommodate all humanity at a substantially more advanced standard of living than any humans have ever experienced.
– Grunch of Giants (1983)

On everyone’s personal responsibility to shape a better future at a time when our capabilities are massively amplified:

I have to say, I think that we are in some kind of final examination as to whether human beings now, with this capability to acquire information and to communicate, whether we’re really qualified to take on the responsibility we’re designed to be entrusted with. And this is not a matter of an examination of the types of governments, nothing to do with politics, nothing to do with economic systems. It has to do with the individual. Does the individual have the courage to really go along with the truth?
– Only Integrity is Going to Count (1983)

These quotes just brush the surface of the depth of Buckminster Fuller’s work. I will come back later to some of his important themes and work.

How Stories Drive Sharing: 3 Insights on Harnessing the Power of Word-of-Mouth

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In today’s hyper-connected world, a brand has become less what it tells the consumer it is than what consumers tell each other it is. The beauty of word-of-mouth marketing is that it’s not only simple, it’s also free, and can work wonders for your business. According to marketing expert, author, and CEO of Zócalo Group, Paul M. Rand, more than 90% of people buy a product or a service because someone they know recommended it to them. In the age of social media, word-of-mouth marketing has become a great leveller for businesses, regardless of their age and their size.

Nonetheless, word-of-mouth marketing is sometimes underrated or has untapped potential. So how can a business harness the power of word-of-mouth marketing? Here are three useful tips from Paul M. Rand, as summarized in the video below from MSNBC.

1. Develop a purposeful story

Storytelling has intrigued the human psyche for millennia. There is something deeply personal about telling your story, and this includes the story of a brand. Rand believes that a brand should have a clear angle for its story, and one that customers find appealing to share. He recommends devoting 90% of communication to the topic of interest to both a brand and its consumers, and only 10% to a brand’s commercial messages.

2. Live your brand

Rand emphasizes that a brand’s message should not be restricted to marketing channels alone. Instead, it should be reinforced through all the functions of a business. The “live your brand” mantra can help to create a convincing and unified company ethos.

3. Encourage customers to share

Getting people to spread the word about your brand on a daily basis is vital to gaining a competitive edge. “If you have a good idea of how you want people to recommend your brand and you help them do it, they will very likely participate in that,” says Rand. He suggests developing a relationship with people who are already talking about your product: “If somebody is talking about your company, give them some things to share and make it easier for them to do so.” Rand points out that people thrive when they are given inside information, experiences and ideas that do not come through normal channels.

Search rankings and the case for word-of-mouth marketing

Rand sums up the crucial interconnections between developing a story, living your brand, and encouraging customers to share: “If you know how you want to be talked about, you build that into where you’re sharing information, and you’ll actually pop up higher in the search rankings as well.” This is because “seven of the eight leading things that drive search behaviour today are social conversations: how consumers are talking about brands”.

What happens when the home of the future crashes?

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This morning I was interviewed on the Mornings TV program about the future of homes, based on an interesting interactive infographic of how our homes may change over the next 15 years.

Click on the image below to watch a video of the segment.
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The future of analogue people in a digital world

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A little while ago, I gave the keynote at Bridge Point Forum on Future Directions in the Digital Age, the title riffing off the conference’s theme of The Rise of the Digital Age.

I opened by making the critical point that, while the digital world is rising around us at an extraordinary pace, humans are completely analogue. Nothing about humans is digital. While we can conceive of and enact digital processes and thoughts, these are created from fully analogue neural networks.

This means that one of the most important frames on our future is understanding the interface between analogue humans and our increasingly digital external environment.

I illustrated the idea with segments of this movie of three Geminoids – essentially robot replicas of humans – together with their human models.

There is obviously a long way to go, but digital (and some analogue) technologies are getting closer to replicating some aspects of what we understand to be human.

Our analogue nature is in fact at the heart of what makes humans so much better than computers at many things such as conceptualizing, synthesis, and relationships.

There are many capabilities that were long considered to be uniquely human, such as playing chess at the highest level, yet brute digital processing power beat us long ago. Other amazing capabilities built on our analogue structure, such as facial recognition, are now being matched or transcended by digital capabilities.

All of which means that human interfaces with digital machines must be a large part of our future. They may be simple, such as visual and gesture interfaces that play to our analogue strengths. Or they may be more direct, such as the thought interfaces shown in this movie.

Perhaps an increasing number of people will choose to make themselves partly digital, as Kevin Warwick of I Cyborg fame has done. Or perhaps we will simply create better interfaces.

I do not believe our human analogue richness can be fully captured in digital structures (which is a subject for another post). Which means that the interfaces between analogue humans and the digital world in which we are immersed will be absolutely central to our future.

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The future of travel and tourism: safe adventures, real-time guidance, and new frontiers

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Recently, I spoke about the future of travel and tourism on the Morning Show.

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Some of the things I talked about:

* The impact of the ageing developing world population, including the quest for “safe adventures” and the likely continued rise of cruise ships as a way to travel.

* The desire for greater experience in both travel and destination, resulting in the possibility of glass-topped aircraft to see the night skies as never before, and moving beyond the usual tourist itineraries to ever-more exotic locations.

* A massive rise in sustainable tourism, with low impact hotels and activities and the opportunity to observe rare species.

* Medical tourism continuing to grow, supported by ageing populations and soaring costs of medical attention in developed countries.

* Technology driving our pre-holiday and vacation experiences. We will be able to experience what it’s like being there before we go. We will get personalised recommendations based on our interests and profile on where we should go and what we should do.

* Real-time translation will allow conversations with people wherever we go.

* Space tourism is on the verge of reality, with Virgin Galactic already having sold 500 tickets at $200,000 a pop and many new competitors arising.

* The spaceships that allow space tourism could enable far faster global travel, including potentially 4 hour flights from Sydney to London.