Are Firms Becoming More Human?
I have been wondering why firms pretend not to be human. I am writing this chapter to help companies and executives to create value and reduce Customer Value Starvation in the future. All of you need to think about this as you plan for the future.
First, one must accept that firms are really human, though they often pretend not to be. This is based on a simple thought: They are run and manned by people. This feeling within firms that they are inanimate is a major reason for the culture being nonhuman centric.
With digitization and automation, there is an upheaval now. Humans are being partly replaced by robots. AI is being used to answer day-to-day questions via chatbots. Workers on many mundane jobs are now being ...
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