The Emerging Digital Battle of the 21st Century
Finding the right balance between information technology and human ‘touch’ is a compelling challenge for businesses and organizations around the world. Never before have so many people been ‘on-line’, and never have so many bright people and sophisticated machines been focused on leveraging ‘the customer experience’. Yet constant innovation and evolving tastes make it difficult to get this experience right. Creating the right ‘tech / touch’ balance’ to engage and retain employees, customers, and other stakeholders requires a new mindset, an approach rooted in a more skillful deployment of personal empathy.
With this challenge in mind, the Business Empathy Forum is designed as a conversational crossroads for people interested in this dilemma. It is conceived as a source of dialogue, insights, and shared best practices to help the global business community find that delicate balance of information technology and personal empathy.
Today’s Digital Supermarket
Empowered digital consumers are changing the face of international business. Mobile, agile and often fickle, they are pushing the world toward a demand-based, 24/7 economy. Innovation and cost pressures make IT-based business solutions increasingly attractive, yet many experts assert that ‘human touch’ and empathy are still essential for sustainable commercial success. How should we balance tech and touch in our digital world? My consulting practice has turned its attention to helping enterprises find this balance, and my new book provides historical perspectives on and practical solutions for this challenge. I invite you to share this site and its evolving resources with colleagues and friends to make your own empathy journey a success. Welcome.