Finding a balance between humanity and automation

Our citizens and customers expect us to be efficient, automated and process driven. If we can be more human can we create connection and strengthen community? In a world where budget, resource and time pressures feel tighter than ever before, how can we get the balance right between humanity and automation? 

Can automation provide more human experiences than a real life person? Can we create space for true empathy and better customer experiences by freeing up humans from mundane and repetitive work ? If we rely on automation alone do we risk alienating the very communities we are trying to serve? 

In this workshop Georgia Heath and Chad King will explore the ways in which we can balance humanity and automation to create better customer and community experiences. Using real-life case studies we will explore how automating mundane or complex interactions can create better human experiences, leading to greater connection and better process outcomes.