You may hate gravity, but gravity doesn’t care

Let’s open with a great quote from Harvard Business School Professor Clayton Christensen:

You may hate gravity, but gravity doesn’t care. Substitute gravity with cloud computing, big data, mobility, or social.”

However you challenge and dispute it, technology-led change is happening all around us. I recognise how hard it is to adjust decades-old practices and how different these may be compared to traditional methods of marketing and communication, but it isn’t about to slow down or go back to how it used to be. The transformation is ongoing, it will lead us down its own path, and like many the job roles in future, we are not quite sure where it will end up, because a lot of it has yet to be invented.

But we must take note, and here is a quick story to make the point:

A Chinese consumer spends millions each year in Beijing and is recognised across the city for her taste in luxury goods, lifestyle and events. She flies to Europe on business, takes her morning exercise and whilst in her running gear, pops into a designer store (of which she is a top 5 customer back in Beijing). She is ignored because she is not recognised and she leaves, unhappy. This is not acceptable. Because of the customer service expectation that the likes of Amazon, Netflix and others have bestowed on us, we expect the shopping experience to be highly personalised.

Data is the new currency. People will gladly share their data but in exchange they want value (however your product or service might define it). You have to recognise every customer, regardless of where they are and when they move across the world, and provide them a unique experience utilising the new technology.

Think of the impact if you don’t.

Humans turning robotic – robots becoming human

I enjoyed being part of an engaging panel session at the CompTIA Annual Member & Partner Conference in London where we talked about skills and employability, and how employers continue to struggle to find the people to meet their needs.

Well how about the baby boomers (born 1946-1964) and Generation X (born 1965-1976)? We have the time, wherewithal and the experience, and more often than not the resilience to compete. That determination is manifesting itself by standing our ground – we won’t give in easily, to age or to retirement plus we can handle the demands placed on us.

I suppose technology isn’t helping us, but is it really tech’s fault? Haven’t we brought this on ourselves? Are we just obsessed with being online and staying connected for more and more hours throughout the day, waking at 4am for a sneak peek at email and responding to the last of the day’s messages with drooping eyelids 20 hours later? Moreover, if you are in a business that covers all time-zones of the world, does it ever stop?

We need to remind ourselves what humans are good at and take a good look at the work and roles that machines cannot do as well as humans in future. We need to reassert and take control, yet isn’t it ironic that we have become robotic in automating our lives, at precisely the time that robots endeavour to become more human.

Non-technology

Be present slideTo end a busy week and help lead us into the weekend with some downtime (a term I had never heard until technology made its play on our time), I’d like to call out two things to help focus us away from gadgets and devices.

The first relates to this great little photo (on the right). A crowd has gathered to watch a parade, a celebrity or some runners and everybody has jumped to their phones to catch the moment. But isn’t it interesting that nobody is actually watching the event unfold, nobody except one little old lady who is very content to take in that special moment. The look on her face speaks a thousand words. Occasionally, leave your phone in your pocket and just be present.

The other item relates to something I posted on social spaces earlier in the week that received a most positive reaction – handwritten notes. Despite all the wonders of technology most electronic communication lacks the personal touch and if valued, lasts only a short time. Instead people truly value and often keep a handwritten note. I first read this during the 1990s when a famous rugby coach left handwritten notes under the door of each team member before a crucial game. It rallied the troops to great success.

So go on, send somebody a ‘Thank You’ note today. It will please you as much as it does them.

 

A 3-layer cake worth sharing

cakeI recently returned from participating on a global advisory board on education and certification and we debated not just the future but how we can pin it down long enough to be able to describe it and build a strategy around it.

Tech refuses to stand still and while it isn’t quite the bedlam that the comedy series Silicon Valley portrays, it isn’t a million miles away. On my journey back I deliberated and concluded one thing for certain – the larger the audience we try to reach, the simpler the message has to be, otherwise it flies over our heads along with the rest of the information box labelled “overload.”

So what is the next wave? I summarised it as a 3-layer cake with all manner of ingredients built around intelligence, security and people.

The first, top layer, a segment called ‘intelligence,’ is the topping that will propel us into creative new spaces – AI, AR, VR, 3D, (already too many acronyms), drones, robots and my favourite internet of things. This will lead us towards everything cloud, everything connected and everything mobile.

The foundation or base is the security that will be necessary to hold things together, protect the safe business transition to the above and without which we can expect a myriad of challenges that could well hold back progress.

The flavouring in the middle, always the best bit, is where we come in – the people and the skills that underpin the change, the brainpower to drive it forward and the mindfulness to ensure things are done correctly, competitively and for the long-term.

Hewlett and Packard: the difference

I blogged about Intel a couple of posts ago and today I will blog about another IT-industry stalwart, Hewlett Packard.bill_and_dave_21c

Quite simply, this is a brand that I have always liked. I have only ever bought HP printers and I like the story of the founders, William Hewlett and David Packard (take note, no shortening of names taking place here – the two gentlemen deserve full name spelling). They started HP in 1939 out of a garage in Palo Alto where the company was born.

What really stands out, however, is their reaction to the market soon after the war began. Not surprisingly, the government labs were shutting down and the engineers leaving their employment. But Hewlett and Packard saw the opportunity. Although they were going through staff layoffs themselves, they realised that the greatest opportunity their company ever had wasn’t that of technology.

So instead they went out and hired those engineers.

My quote of the week

The rate of adoption of some technologies and the pace of disruption is such that it is almost out of control. How can we keep up?

Three things are clearly leading the way in technology-led change: cloud computing and related services, mobile solutions and internet of things, and this is one of my favourite quotes, from Clayton Christensen, Professor at Harvard Business School, to support what is happening and to underline that we cannot ignore it:

You may hate gravity, but gravity doesn’t care. Substitute gravity with cloud computing, big data, mobility, or social.”

 

Make our jobs better

The General Manager of Deloitte UK, robotssaid “We should automate work and humanise jobs; give the mundane to the machines and the purpose back to people,” as part of Deloitte research called Essential Skills for Working in the Machine Age.

We need to make our jobs better (different) and add more value to the human side of what we are truly good at. It is not simply a case of putting technology in place of people; Starbucks could quite easily replace people with robot coffee machines in its outlets, but the conversation that takes place in a Starbucks shop, the smell of coffee beans and even the individualisation of your name written on a cup, is part of the carefully crafted Starbucks experience.

We must learn to understand what technology can do for our business and then use it to enhance the customer, but also the employee, experience. Every company has the opportunity to apply technology to make it better.

No question that both customers and employees will be better engaged.

Humans: a case for the opposition

humansThe Future of Jobs report from the World Economic Forum highlighted that over 7m jobs will be lost to redundancy, automation or disintermediation, although they did also state that some of this loss will be offset by 2m jobs in new areas.

We know that as industries evolve and technology puts its arms around a business model and disrupts it, that jobs are created elsewhere, just as retail and services have replaced the factory and manufacturing, so the message to us as employers is invest in the skills of our people, rather than hire more workers, as the key to managing disruptions to the labour market long-term.

Jobs aren’t going away, they’re just changing. We know that softer skills like empathy, communications and prioritisation are essentially human. The future of work is not about jobs going away, it’s about redesigning what we do to make better use of the tools and technology at our disposal.

My point? Robots and technology are already in place. They trade on the stock markets, they drive cars in some cities and they are persistently recommending what we buy next. What they can’t do is serve the delicious loaves of bread in St Albans market with a chat on a Saturday morning or provide that extra bit of care and attention when you’re not feeling at your best – so work with the humans in our teams to find the things they are good at, the tasks and roles that require thinking, judgement and emotion.

Finally, is Nike really launching self-tying shoelaces on sneakers/trainers? Isn’t learning to tie a shoelace an important step in our childhood?

Technology and impatience

Girl magazine iPadWe are losing patience with technology and it is putting pressure on companies to provide services at record speeds, yet it seems as though it is never enough.

I always felt one of the greatest wonders of technological change was how organisations put services into the hands of the customer and we marvelled at this as great service – for example, checking ourselves in for a flight and printing our own boarding passes. They made us do the work and we thanked them for it.

I use a 10-second video to make my case of a young girl less than a year old who is given a copy of a magazine to keep her occupied. Within moments she is swiping the magazine because she thinks it operates like an iPad and when the magazine shows no sign of responding, the girl is crawling away having lost interest.

Today, the tables are turning on technology and we are becoming ever more unsatisfied – I thought technology was supposed to be the next utility but when Wifi was down for a while at the house this weekend it caused much consternation and one of kids declared they “couldn’t function.” When networks are down, we criticise the technology, when a store runs out of a product, we complain that they haven’t mastered big data and when online banking is not available we ask why they couldn’t update their systems when we are asleep.

I have seen “internet”, “wifi” and “phone battery” all added to Maslow’s Hierarchy of Needs and it isn’t always in jest. It is one thing technology progressing leaps and bounds to give us new ways of working and shopping and learning – but can it match our ever-increasing standards?

Final score: People 1-0 Spreadsheets

tea

I recently returned from a trip where I met with the most senior heart surgeon in the country and I was hugely impressed by his humility and leadership. Very few possess the combination of exceptional business acumen plus the people skills to lead from the very top. He certainly had those and he was also keen to innovate and lead from the front. Meeting him and his team, being encouraged by them, talking about the past and visions for the future, are what makes business tick, but also why people never fail to inspire.

Working in a technology-led business it reminded me of the importance of fundamentals in doing business and why people can never lose out to tech in the development of relationships. We have a philosophy which is when you are seeking long-term business relationships (contracts, agreements, partnerships), you have to earn the trust of the economic buyer (read: Miller Heiman selling skills) in some cases a year or two before they have even decided they want to make a purchase.

Technology can certainly go some way to impressing a prospect buyer that you have the tools and the solution to their needs, but in a world where we will see more contractors around the table, more crowdsourced services and just about most things moving to mobile, it will be the people telling the stories, shaking hands, drinking tea and building rapport that ultimately win the day.

This has been going on since time immemorial. Tech can’t match that.