Technology

More Change Ahead! A.I., Siri, And The New Tech Wave

(LCT image)
(LCT image)

This year at the State of the Industry address I gave at the International LCT Show in Las Vegas, I shared my latest research and industry trend findings.  

On the subject of technology, I warned the industry that AI — artificial intelligence — was the next big disruption coming at us all. Even as I was rehearsing my speech, I was being warned not to “go there” with AI because it would fall on deaf ears. Regardless, I decided to go for it. AI is not the future; it’s NOW. Just ask Siri.  
If you’re paying attention, you know industry giants such as Google and Facebook shifted their priorities from mobile first to AI first in a matter of just 12 months. Now the entire tech industry is following suit.

Artificial intelligence is here. It’s showing up on business websites in the way of chat bots (talking robots) that will soon be able to address a client’s every need instantly. In the customer service industries, AI will revolutionize the client experience expectation. But be warned that while call centers and answering machines will soon become obsolete, so could you if the right technology is not in place to meet your customer’s satisfaction.

AI presents a great opportunity for those who are dying to have a mark of distinction, who wish to improve service levels while reducing overhead including human capital, and the cost of errors.

What, more change? The simple answer is yes. But voice activation is simple compared to working by way of a keypad. So AI might sound like a Star Wars concept, but behind the complexity of the technology (we don’t care to know how it was killed and cooked, just how the meal tastes), the reality is it’s just what we need — intuitive, easy to use, and highly effective for service industries.

What’s more? Our spring Summit, being rebranded as the LCT Technology Summit coming to Miami in May, will go deep into this. We need it now. Let’s not be trapped in an ‘echo chamber,’ blind to the changes being hurled our way until it’s too late to react. Breaking this ‘echo chamber’ is crucial. A person is always the average of the people he interacts with regularly. As long as our inner circle of contacts and social feeds are saturated with what we already know, we will be trapped in this chamber.

I spoke last month about avoiding the energy vampires in this industry. Now I am encouraging you to make it a point to connect with “tech forward” thinkers and doers in our industry. To quote the late futurist Alvin Toffler, “The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.”

My way works fine! Letting go of the obsolete and moving on to new systems and ways of running your companies is hard. Following successful people in our immediate surroundings who have overcome the fear of change will keep you motivated. Setting tangible goals is always ideal to measure growth. However, we are programmed to take the first sign of failure as damning proof of our inability to succeed, while all of those successes were attained by perseverance (just ask our opening speaker at LCT-NLA Show East).

In sum, we are witnessing the rise of a new wave of technological change called artificial intelligence. Get to know this subject because soon it will have dramatic effects on our lives. There is no way around change; the only way is through it. In this scramble that is the “survival of the fittest,” the fittest is the one aware and agile in the face of change.

Related Topics: artificial intelligence, industry trends, Information Technology, LCT Publisher, Sara Eastwood-Richardson, state of industry

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