If someone in your business hasn't brought up AI, you might be living (or working) under a rock. But while technology and AI can help make processes more efficient and provide customers with better service, they cannot replace the human element required for the secret sauce of business success. To complete the recipe, people and tech need to work together.
The Value of Human Connection
Technology has made businesses more efficient by automating certain tasks, freeing up workers' time for tasks requiring more creativity or judgment. However, there are some areas where human connection is essential. Customer service is one example; if a customer has an issue or concern, they want to know that someone cares about their problem and will do something to help them. How often have you scoured a website looking for an answer to your question only to be put through the wringer with automated phone systems when you inevitably have to call and talk to someone? Technology can help facilitate customer interactions, but ultimately it should be used to elevate human interaction instead of replacing it entirely. Humans have far more nuance than technology and that cannot be discounted. Sometimes your problem requires a person to solve it.
It's also important to remember that employees are people too—and just like customers, we want to feel valued and appreciated. This means providing the resources needed to do jobs well and recognizing exceeding expectations. The right combination of skills, tools, and incentives can create a company culture that values both employee performance and collaboration.
It's important to keep this in mind when you hear fear about AI replacing everyone's jobs. There are some things that AI just can't do. Those who are early adopters and who can work well with it will be the ones who take over jobs, not AI itself.
Integrating Technology & Talent Strategies
So how does all of this new technology play into your current and future talent strategies? First, you need to understand how each factor affects the other. Your workforce is made up of different generations, all of whom interact with technology differently. Some of your workers grew up with the latest iPhone and some grew up with the first in-home microwave. This has already impacted how emerging technologies are viewed in your organization.
Here are a few ways you can balance talent and emerging technologies:
1. Talk about how people are using new tools.
Even if your organization has taken a "not yet" stance on AI, there's a good chance some of your rebel employees are using these tools outside of work (but definitely not in a way that would violate any company AI policy). Have conversations around unique use cases for these tools and build a positive perception so that when information security improves within some of these tools, you don't have to build excitement AND teach people how to use them at the same time.
2. Be patient.
Like all new things, there will be early adopters and laggards to these technology changes. Be patient with those who want to run off with tech and be patient with those who want to run from tech. Try setting up training sessions and conversations that include power users and beginners so everyone can feel included in the journey.
3. Find a partner.
Find a company with resources to help you implement technology and talent solutions. Implementing new technology can be a task that your IT team may not be set up for on its own. Enlisting a partner to work through these projects with you can ease the burden on your organization.
Ultimately, integrating technology and talent strategies is essential for any business looking to achieve success in today's competitive landscape. By leveraging the right tools for each situation—both technological ones as well as those related to personnel—you can ensure that your business is always able to deliver on its promises while maintaining high levels of customer satisfaction and employee engagement. With the right strategy in place, you'll be sure to stay ahead of the competition!
Want to learn more about how Populus Group can help you in this area? Let's talk!
Ejay Oravecz
Jen Pasquier
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