Exploring the Disconnection in Human Sensibility Amidst Organizational Digital Transformation
In the past two to three years, one of the most noticeable shifts in large organizations has been the undeniable movement toward ‘Digital Transformation’ or the ‘Digitization’ of work processes into digital formats. This trend aims to streamline processes by leveraging necessary technologies, be it using robotics in industries, incorporating AI in service sectors, or even moving towards a ‘Cashless Society’ in banking, where buyers can conduct various transactions through mobile apps or self-service counters, a phenomenon increasingly observed in Europe and America.
This transformation aligns significantly with crucial economic perspectives — utilizing technology to reduce human efforts, enhance efficiency, create seamless process flows, and generate greater profits. Consequently, organizations are willingly propelling themselves into this transformative era with open hearts.
However, as convenience and efficiency derived from technological integration rise, new and somewhat unexpected challenges arise on both the consumer and workforce fronts, bringing about unique considerations.
Consider the recent ease of booking flight tickets. The process has become more ‘user-friendly’ through various central websites or agents, allowing users to search and filter based on their preferences, from travel dates to accommodation levels and distances from points of interest. Even selecting seats and purchasing in-flight meals can be done seamlessly. Yet, if an issue arises during the booking process, the convenience experienced thus far transforms into a complex ordeal when attempting to contact customer service — the automated system leading to endless loops before reaching a real human, taking valuable minutes.
In the industrial manufacturing sector, the introduction of robotics and AI in digital transformation has significantly impacted the workforce. With technology delivering more efficient, precise, and quicker production, the question arises: why cling to manual labor when even skilled workers are facing the prospect of being replaced by digital counterparts?
Recent examples include news outlets employing AI to replace writers and Hasbro, a global toy manufacturer, laying off personnel to let AI generate art for games, then hiring human artists to add a touch that prevents it from appearing excessively AI-generated.
In the wake of such changes, a story emerges — that the ‘human touch’ is slowly fading away at an alarming rate. While not completely disappearing, it is being elevated to cater to increasingly empowered ‘consumers,’ ensuring services in fields like healthcare, airline services for high-tier passengers, and banking consultancy remain in the hands of human experts.
These developments underscore the term ‘dehumanization,’ sneaking into our lives unnoticed while we navigate the ongoing digital storm.
One might argue that this is the primary purpose of digital transformation — to change for the better and enhance efficiency through technology. It is an irrefutable economic mechanism, yet the unforeseen consequence is that the arrival of technology may inadvertently ‘replace’ aspects of the ‘human touch.’
Does the human touch truly vanish post-digitization? Not entirely, but it undergoes a transformation to cater to increasingly discerning ‘consumers.’ The challenge is now to find a balance that suits both technology and humans, a delicate equilibrium that should be pursued with careful consideration.
So, as a user of services from businesses, financial institutions, or retailers in the current landscape, do you feel the diminishing human touch to any extent?
As for business owners, while you may enjoy the convenience brought by technology, what feedback have you received in the past two to three years?
Sometimes, Digital Transformation may need to find a middle ground, a place where technology and humans can coexist without leaving anyone behind.
Certainly, this is not an easy journey that lies ahead, but it is likely to be worthwhile if organizations or industries take a moment to contemplate these aspects.
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