Goodbye industrialization and hello to the age of digital transformation. The 21st century sees us diving head first into a modern day Three Musketeers — connectivity for one and connectivity for all. Science and technology increasingly create more advanced sensors and machines, and the internet of things (IoT) connects them all together. But, the IoT is useless without technology enablers like big data, mobility, collaboration, analytics, and cloud computing. In fact, it’s cloud-based applications that spearhead the ability of businesses to leverage the data, as well as to enable connectivity anywhere and everywhere.
Back to the Dark Ages
The digital age is giving us warm fuzzies and helping businesses soar to success. Or is it? Douglas Rushkoff, a longtime media theorist, seems to believe otherwise. In a TechRepublic article, along with information gathered in his book Throwing Rocks at the Google Bus: How Growth Became the Enemy of Prosperity, Rushkoff explores how digital industrialism has taken the humans away from the fabric of the digital age. Essentially, the digital age has propelled us back into the early ages of industrialization, where human value was secondary to that of the machines and the end product.
“Businesses are increasingly trying to monetize “likes” and big data, making people the end product, rather than creating value that consumers can use.”
We’ve programmed the code and made the machines and we can reprogram and remake them with people at the center of it all. So, what can IT and business leadership do about this?
Start at the Top
IT and business leadership stand at the threshold to propagate human value through customer connections. IT, in particular, has had a foothold in customer service for many years and has gained keen understanding about the voice of the customer. Optimal systems and processes are created when people are allowed to get their hands on things — to lend their voice to what they want to see and how they want to be serviced.
While IT has honed itself into a service management powerhouse, we’ve said time and again that other organizations are recognizing themselves as service providers. How should they tap into the human value to enable service success? It begins with alignment of business unit leadership on connecting the silos and revitalizing the customer connection. Our conversation will continue in our next blog post on the importance placed on different executives (i.e. CIO, CMO, CEO, CFO, Chief People Officer, etc) in putting “human” back into the value equation, particularly when it comes to enabling the vision of a connected enterprise.