Is your business human centred?

As employees, managers or business owners we are all under pressure to be faster, more efficient and creative with less resource.

For years smarter tech has been labelled the solution. People are removed, leaving lean, fragile structures in which technologies are tightly woven and run. Yet with such disruptive and rapid innovation across every industry how does anyone really know what future strategies to adopt?

Do we simply look to our biggest competitors and play copy cat? Or do we buy that new, killer tech? Well many do and fail, so if that's not the answer, what is?

Being human centred

It's simple, look beyond technology and focus on being human.

Before you dismiss this as BS or yet another buzz word, let me explain.

As more and more services and products become digital it's increasingly rare for us to form direct personal relationships with the people providing our services. Most are now managed remotely and we remain autonomous requiring little or no on-going commitment. As such our loyalties are easily and persistently challenged.

We expect immediate, seamless, personal and delightful end-to-end service experiences across all touch points. And, with limited shelf-life of products and services, it's these experiences that drive brand differentiation, elegance and success.

Many of us also battle with the burden of ownership and ethical consumerism. This demand drives the need for brands to forge new partnerships. Together they are better placed to co-create innovative, remarkable and in the moment service experience that their customers align with and want to continually subscribe to.

Human insight = opportunity

Those that seek and obtain the best contextual human insight will gain the advantage. Their in-depth understanding of the problems to be solved will uncover new opportunities and serve as the spring board to craft better human centred experiences from the plethora emerging micro services, tools and technologies available.

How does your end-to-end service experience fair? Do you truly understand the needs of your customers? If you're not sure, now's the time to be human about business.

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