feature · September 2011
Balance High-Tech, With a High-Touch Environment
In fact, the most important re-engineering may have more to do with people than systems – or, to put it another way, the transformation may have to be more cultural than technological.
In fact, the most important re-engineering may have more to do with people than systems – or, to put it another way, the transformation may have to be more cultural than technological.
It would be fatal to believe that by being a warm, high-touch, customer-focused firm or individual, you can avoid the investment in technology that offers access to the global information network.
Successful firms and individuals must be on the cutting edge of technological and human skills. You must have both.
When he refilled our glasses yet again, we asked him why the service was so good. He replied, “Because there are hundreds of thousands waiting to take our jobs. If we don’t refill your glasses every time, someone else is ready and willing to do it.” This is why we must all be high-tech and high-touch.