{"id":118253,"date":"2017-07-11T00:00:00","date_gmt":"2017-07-11T07:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=118253"},"modified":"2021-02-15T00:05:34","modified_gmt":"2021-02-15T08:05:34","slug":"science-fiction-becoming-science-fact","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/science-fiction-becoming-science-fact","title":{"rendered":"Science Fiction Is Becoming Science Fact"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]If you look at the future through the lens of pop culture, things can be very frightening. Technology and humanity are almost always at odds. Whether it\u2019s movies like Ex Machina, 2001: A Space Odyssey, Passengers or even Wall-E, there often is an imbalance between man and machine. At our Brussels CX17<\/a> event, keynote speaker and futurist Gerd Leonhard<\/a> discussed how he envisions the future of customer experience and technology\u2019s place in it. Lucky for us, he anticipates less of Hollywood\u2019s doom and gloom and much more of technology and humanity thriving and working together.<\/p>\n

We\u2019re at a technology take-off point<\/strong><\/p>\n

Technology is advancing rapidly. The technology that seemed big or out there 10 years ago are commonplace today. Can you believe the original iPhone was released only 10 years ago?! \u201cInnovative\u201d ideas like the paperless office, cloud computing<\/a> and basic artificial intelligence (AI) are no longer differentiators. We are at a point of exponential change. From this point on, technological advances will happen faster than ever\u2014so fast, in fact, that it\u2019s nearly impossible to imagine the world 10 years from now.<\/p>\n

Change as a constant<\/strong><\/p>\n

\u201cHumanity will change more in the next 20 years than in the previous 300,\u201d noted Leonhard, during his presentation. And this will happen because technology is changing us. It\u2019s changing how we learn, how we organise and how we live our day-to-day lives. Just look at how much our phones have changed our lives. We don\u2019t memorise phone numbers anymore, we don\u2019t take appointment cards from doctors\u2019 offices, we are never cut off from the world. Everything we want or need is stored in this \u201cexternal brain.\u201d<\/p>\n

While all this technology is undeniably helpful, it also brings new challenges. Most notably, we must discover our<\/em> place in this ever-changing world. We must identify and capitalise on the things only humans can do.<\/p>\n

The role of humanity in a tech-driven world<\/strong><\/p>\n

According to Leonard, \u201canything that\u2019s routine will be automated\u201d in the coming years. And this will lead to dramatic workforce changes. But don\u2019t get nervous; technology won\u2019t replace humanity\u2014it will allow mankind to evolve and grow to address new, more complex challenges. In a world of automation, it will become our job to do things that computers can\u2019t. Employee skills will need to shift and grow in relation to the changes in business routines. Critical thinking, creativity and emotional intelligence will become valuable commodities.<\/p>\n

The key components of the future are algorithms, or technology, and \u201candrorithms,\u201d or the human touch, noted Leonhard. Qualities and capabilities such as intuition, ethics, storytelling, imagination, compassion, empathy, mistakes, lying, cheating, etc., will be what humans bring to the table. While technology can cover our routine tasks, humans will be responsible for things that machines don\u2019t understand. To truly thrive, we will need to work with<\/em> technology to optimise our skills.<\/p>\n

Preparation is key<\/strong><\/p>\n

We must be future-ready if we want technology to work for us. Leonhard anticipates these five game changers for business:<\/p>\n

1. AI or intelligent assistance<\/strong>. Software that handles the basics so humans can focus on \u00a0 more complex issues.
\n2. The internet of things.<\/strong> With more connected devices, we are building a new meta-intelligence.
\n3. Machine learning.<\/strong> Big data isn\u2019t going away; with machine learning, technology can analyse and learn from data.
\n4. Quantum computing.<\/strong> Machine power is growing exponentially. Today\u2019s computers are a million times more powerful than those of the past.
\n5. Brain and computer interfaces.<\/strong> Digital assistance is growing. In a few short years, we will have computers that can read human expressions and understand language.<\/p>\n

It comes back to people<\/strong><\/p>\n

It\u2019s an inescapable fact that technology is changing us. The stuff of science fiction is becoming commonplace, but that doesn\u2019t mean we\u2019re headed toward a dystopian universe. The human element becomes increasingly valuable as technology helps us automate routine tasks. Today\u2019s business isn\u2019t about the brick and mortar or the product legacy; it\u2019s about the experience you provide to your customers.<\/p>\n

At the end of the day, technology will help us add value and create new possibilities for our customers. As Leonhard stated, the balance we should seek is one in which we \u201cembrace technology but not enough that we need to be augmented to exist.\u201d<\/p>\n

To get a better look at what the future holds, check out the slides from Gerd Leonhard\u2019s presentation at our Brussels CX17 event! Download Now![\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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