Being Human in A Digital World

3 Questions What does the future look like ? How will this impact on humans ? What can we do to thrive in an automated world?

Did you know? By 2020 85% of customer interactions will be managed without a human By 2018 more than 3 million workers globally will be supervised by a robo-boss By year-end 2018, customer digital assistant will recognize individuals by face and voice across channels and partners.  250,000 Public sector workers may lose their job to robots in the next 15 years Source: Gartner Inc/The Guardian/PWC

The Human Impact How will organisations deal with the huge upheavals expected in workplace due to the ‘rise of the robots’? What is the real impact on customers and employees?

Insurance Consumers 46% indicated they prefer online tools for quicker policy selection process The complexity of insurance products and unfamiliar technology makes it difficulty. 50% of self-directed customers eventually contact an agent to help them buy the right product Customers surveyed are willing to pay up to 21% more for support to clarify policies and choose the right options Source: PriceWaterhouseCooper

Control Trust Curiosity Putting Humans First

What makes us human? Humans are social creatures Want to belong to a community Want to belong to something that has meaning We use objects that say something about ourselves We need to keep secrets and tell lies (Genevieve Bell – Anthropologist, Intel Labs)

The Customer Experience is Emotional

Computer says no

Meet Pepper

Authentic emotions come from the Heart .

The Heart Really Knows We experience the flow of new awareness and intuition once the mind and emotions are brought into alignment with the heart. This guides our behaviors that smooth our way through life. Benefits us personality and in our interactions with others. Everyone has this innate intelligence within themselves if only waiting to be activated and developed.

The heart radiates an electromagnetic field that energetically affects each others’ moods, attitudes and feelings.

Three Brains

Heart rhythms and brain function Cortical inhibition Cortical facilitation Decreased activity in cortex Increased activity in cortex Increased activity in amygdala stress centre fight, flight, freeze Decreased activity in amygdala

A Balanced Perspective

Human V Computer – are we asking the right question?

The deepest most essential abilities humans have? Empathy Collaboration Story Telling Solving Problems Together Building Relationships

Why are you here today?

Anne Clews TetraMap UK www.tetramap.co.uk #tetramapuk