In preparation for the launch of the new UK Accelerated Solutions Environment (ASE) and Applied Innovation Exchange (AIE), I’ve been looking at the future of work. One of the things that struck me loud and clear over the recent weeks is the message that if organisations are going to thrive through the ‘4th industrial revolution’ they need to be agile, flexible and able to adapt to technological change rather than trusting in structure and hoping for the stability of years gone by (I can’t remember the world ever really being ‘stable’ but that’s for another blog).
Organisations are at risk of failing to adapt
The predictions are that the digital world will see new, more fragmented yet collaborative operating models. In Klaus Schwab’s book, he talks of ‘grave concerns’ that organisations will fail to adapt. I’ve had a few run ins lately with larger organisations and with this at the forefront of my mind, I’ve found myself wondering and sharing his concerns on how exactly organisations are going to change to embrace this new age...
Technology should be an improvement
I think the power has shifted from companies to the employee and consumers. With that in mind, tech-enabled customer service should be a seamless, effortless, almost pleasurable experience for the user. So why are so many so terrible? A few examples:
- A recent experience with a bank left me reeling after they messed with the Data Protection Act due to their IT system ‘automatically’ updating my profile with information I had not given them permission to use.
- A phone company’s security protocols feel my account number isn’t important enough to guard from spammers, so nuisance phone calls suddenly become very real and their response is to send me to a webpage which guides me on what to watch out for with spammers...
- A government department still sends me unwanted ‘helpful’ text messages (with no opt out) because the computer systems don’t speak to each other.
These are simple tasks, simple processes that should be easy for modern technology to just deal with, right? Simple things that look after their assets: their customers.
So if the market leaders and government organisations can’t get that right, how are they going to fundamentally change their businesses?
Technology, we’re told, is advancing at a faster rate every year, innovation is all around us and what tech can do even now (branching into cognitive, non-routine tasks) is huge, but the failings will be that we just don’t know how to use it.
It is with some sense of pride that I can refer back to the ASE and AIE and know that these collaborative, innovative capabilities have been developed to help businesses navigate through the minefield of the ‘revolution’ using proven methods and processes to achieve results.
However, not everyone is going to invest in capabilities like ours. My question is, what are you doing now to make your organisation a successful, flexible and agile business of the future (and offer amazing customer service)?