In my recent personal newsletter, Thoughts & Tidbits, I made the case that organisations should match their digital transformation investments with a ‘human touch’ for everything they do.
Tactically, because any digital edge will eventually be copied by the competition. Strategically because, until further notice, humans still pay the bills and we like a side serving of humanity.
Still, we live in a time where nothing is as it was before.
So whenever I say something, I also seek out contrarian views to my own. This time, I asked ChatGPT to provide me with a set of counterarguments to my thesis. Its challenge was to prove that tomorrow’s customer experience does not need a human touch and that computers will meet all of our needs.
I have to admit it did a good job
I’d have to think about refuting the five points it raises. But they also prove my gut feeling that if we digitalise too much, life may get a bit too cold for comfort.
Especially as - so far - AI doesn’t really ‘invent’ anything. It just builds and summarises thoughts and ideas it has found online. Thoughts expressed by humans.
Have a look at the answers below. What do you think?
THE RESPONSE (unedited)
ChatGPT’s 5 counterarguments to the thesis that customer experiences should include a human touch:
Are you ready to look beyond CX processes and KPIs?
Then let’s have a virtual coffee ☕️. Let's see how, together, we can connect the passion of your people to the true needs of your customers. Offer experiences that make a difference. Literally, by differentiating your company. Metaphorically, by enriching the lives of the people they touch.
Even if we don’t do business, I’m sure we’ll have an interesting conversation.
Alain Thys is an experience architect who helps organisations drive profit and transformation through experience.