Welcome back to Continuous Improvement, the podcast where we explore how we can adapt and thrive in an ever-changing world. I’m your host, Victor, and today we’re diving into the topic of technology and its impact on how we work.

A decade from now, what will the technology landscape look like? Will we be replaced by robots and artificial intelligence, or can we harness the power of technology to enhance our work and stay relevant? These are the questions that have been on my mind lately, prompted by a conversation I had with my professor.

During my Master’s program in Technology and Digital Leadership at the National University of Singapore, my professor made an interesting prediction. This got me thinking about the future of work and how we can prepare for it. Today, I want to share some insights with you on this topic.

One thing is certain: technology is continuously evolving. But amidst all the advancements, one thing remains constant – the needs of the customer. No matter how much technology changes, the fundamental human demands persist. As businesses and individuals, our focus should be on understanding and meeting those needs.

Take the banking industry, for example. A decade ago, phone banking was incredibly frustrating. We would call the customer service line only to be greeted by a recorded menu. Fast forward to today, and we still face similar challenges with chatbots failing to understand our queries while human operators remain unreachable.

Yes, banks invest heavily in digital transformation, but sometimes, they miss the mark. They waste resources on activities that don’t effectively serve the customer. Hours spent posting on social media go unnoticed, subscription models are rarely revisited, and digital documents often get lost in the cloud.

The truth is, no matter how advanced our technology is, if we don’t continually improve the customer experience, we will remain stuck in mediocrity. Digital transformation is not just about using technology; it’s about understanding and serving customer needs more effectively. It’s about meaningful engagement.

Contrary to popular belief, advancements in technology don’t necessarily eliminate jobs. The key is to integrate technology with emerging markets and viable business models. Sometimes, even simple technology can have a profound impact if it performs essential tasks more efficiently.

From a societal perspective, investing in new technology, equipment, and software is crucial for economic growth. Technological advancements enable us to produce goods and services more efficiently, leading to increased wealth and living standards. As the banking industry, we must adapt to this ongoing technological revolution to remain competitive and provide innovative products and services.

So, how can we navigate this continuous revolution in technology? First, we need to shift our focus from technology itself to the customer. We must recognize the true value of new technologies and master their use to offer a superior customer experience. Additionally, improving our productivity through technology will enhance our ability to compete effectively.

That’s it for today’s episode of Continuous Improvement. Remember, embracing technology doesn’t mean losing touch with our core purpose – serving our customers. By continually improving the customer experience and leveraging technology to enhance productivity, we can adapt and thrive in this ever-changing world.

Thank you for listening. I’m Victor, and I’ll catch you in the next episode.