A leader argues that organizations must shift from managing transactions to building human communities, especially as AI rises. He cites Admiral Grace Hopper: management is about things, leadership is about people. The core choice is whether to let technology fragment your organization or unite it by transforming me into we.
The cool thing is you guys have been doing it for years, haven't you? You don't have customers, you have members. You treat those members as people, not as numbers. And your people are part of your family, and together you're part of the community you serve. But we do have some challenges these days, right? Technologies, we have disengagement, we have cultural and generational divides, and the thing everyone's talking about, AI. Is AI really going to replace us? Well, Admiral Grace Hopper said, "Management's about things, leadership is about people." For too long, we've tried to address some of these man— the leadership issues with management solutions, and that just doesn't work. People perform at their best when and only when they know their leaders care, their work has meaning, and they have the chance to learn, grow, and develop. We need to inspire. We need to touch people's hearts, not just their heads. We need to empower, need to make sure everyone has what they need to succeed, and we need to guide. We need to be willing to share our experience, our wisdom, our knowledge face-to-face. We need a conversation. Leadership is about sharing. The rest of the conversation is just about what we're willing to share and how. And we need to involve everyone in this conversation from the front lines to the C-suite. Now we're at that pivotal moment. We either allow these issues and technologies to divide us and separate us even further, or we work to bring people together and take care of one another. And as leaders, to transform me into we. Keep it human.
Why AI-Only Customer Service Is Failing Customers | Danny Snow on Keep It Human
