Susan Drumm argues that as AI becomes standard across businesses, the real competitive edge shifts to human connection. When everyone has the same technology, personalized service and emotional intelligence become what sets you apart.
But the back end of that, when everybody has essentially the same technology, what wins? And what I believe the answer is, is that in a world of robots, the human touch is the differentiator. That all the kind of bespoke, high-touch, human, emotional, and resonant interactions that we have between people are going to stand out in business in a way that frankly they haven't in the last 15 years, because all we've tried to do is get more and more efficient using more and more software.
Now that would be a joke, right? So what will stand out, what you're saying, is this human touch. Differentiator.
Why the Biggest Doors Open When You're Not in the Room | Michael Roderick & Susan Drumm
The Simple Audit That Adds a Human Touch to Every Customer Interaction #shorts
