Artificial intelligence and Empathy
An increasing number of leaders know that to accelerate digital transformation their organisations should learn to flex their empathic muscle, while at the same time encode empathy in Artificial Intelligence. Following the launch of his latest book “Heartificial Empathy” Minter Dial elaborates on the role empathy plays in digital transformation, its importance for business executives, and how organisations can weave empathy into their fabric.
Minter Dial is a professional speaker, storyteller, consultant and veteran executive with a 16-year high profile career with L’Oreal. He is a specialist on new tech branding and digital strategy. Minter has published two award-winning books, “Future Proof” co-authored with Caleb Storkey and “The Last Ring Home”, which was adapted into the award-winning documentary film of the same name for PBS and History Channel. His latest book, “Heartificial Empathy: Putting Heart into Business and Artificial Intelligence”, came out in November 2018.
The heartfelt business of empathy by Minter Dial:
The fact is, of course, we as human beings have empathy hardwired into us. It is something that we exist by, and especially in our communities, we can be empathic with our small communities. What we’ve seen is a number of studies that show that there is less and less empathy being felt in the world. So we have this sort of paradox of being totally connected, yet not connecting with each other in a more profound human manner. So empathy today is more important than ever, largely because there’s a loss of empathy. And if you want to be understanding your customer better and getting more focused on the customer, then empathy will be the superpower of your company.
The more you able to get into the feelings as opposed to just the practical realities and the performances of your marketing or your products, you’re more likely to have a human relationship and you end up with this thing called authenticity and more likely a stronger relationship with customers than you do if you’re just doing it in a very irrational manner. And there is the role of empathy within digital transformation.
“I was one of the few that were selected to spend five days interacting 24/7 with an empathic bot. And it was an extraordinary experience and it made me understand just how friendly I felt with regard to the bot and how the bot I felt was understanding of me, sometimes more so than some of the people I know around me.” ~ Minter Dial
Listen here and read the full transcript below:
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Leading Digital Transformation is a weekly podcast series produced by Rob Llewellyn and The Digital Transformation People. Rob interviews experienced practitioners, authors and thought leaders whose stories and experiences provide valuable insights for digital transformation success.