When Tech Innovation Prioritizes Financials Over Customer Experience
I want to see technology move toward people, not people moving toward technology. The goal should be to enhance the human experience.
When tech innovation > human value: the financial side drives the business instead of customer experience (CX). Churn is considered acceptable if it doesn’t exceed a certain percentage and the brand isn’t damaged beyond what PR or marketing can correct.
In basic terms, it means dollars and speed are prioritized over people and quality. It’s a drift toward depersonalization and automation.
At some point, we need to pause and reflect on what it fundamentally means to be human. If we don’t, we’ll end up in a world where progress is the goal and meaning is forgotten. It makes our hearts cold and our desire for self take priority.
People serving people—that’s closer to what I desire. If AI can help make that happen, then maybe it’s a long-term benefit. I want to see technology move toward people, not people moving toward technology. The goal should be to enhance the human experience.