Digital Interface, Human Touch


We have all been invited to lean into the future by Amazons CEO, Jeff Bezos. It's a simple request to embrace new technology and entertain the unstoppable force of digital progress.

As we readily jump online to research, share, purchase, view and communicate; success is measured in milliseconds. The quicker, the better is the mantra we have adopted.

In our personal lives, time is possibly our most precious commodity; and yet in business, no-one has any time to spare. Meetings, e-mails and deadlines combine to create a toxic cocktail that can thwart the most efficient individual and rob them of time to think.

And as cyber-robotics and AI begin to do the thinking for us, what will that mean for the future? How should we adapt? How should we manage our people to ensure our businesses operate as effectively as possible?

There's no doubting that technology is the future, but the human touch has not yet lost its importance. In fact, it's probably one of the most defining differentiators of the modern business world. In the fast spin of everyday life that we hurl ourselves into, it's the caring, considerate and meaningful moments that we most remember. Whether it's from a manager, a retail assistant, on the phone or on your doorstep, these are touchpoints that have the capacity to inspire trust and loyalty.

That's why we spend so much time addressing the human dimension. Developing insightful communications and change programmes that aren't delivered in minutes, but develop and deepen over months and years. We too seek to disrupt like any new technology, so that we can cut-through the clutter of everyday noise – but the ultimate aim is to unite people around a common goal, to measure our success and empower people to accept, adapt and assert themselves. We are in an age where the personal touch plays a vital part in retaining customers, establishing loyal staff and building a trusted brand.

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