What if Tech Could Be More Human?
In this episode of “What If? So What?” Jim talks with Kate O’Neill about making human-friendly tech decisions.
In a world that’s moving faster than ever, how can leaders make technology decisions that benefit both the business and the humans they serve? That’s the question Kate O’Neill, tech futurist and author of “What Matters Next: A Leader’s Guide to Making Human-Friendly Tech Decisions in a World That’s Moving Too Fast,” explores in the latest episode of “What If? So What?”
Why Human Experience Is Bigger than Customer Experience
Kate highlights the difference between customer experience and human experience, pointing out that people are more than the roles they play as buyers. Decisions that optimize efficiency, like Amazon Go’s no-touch payment model, may seem like progress—but what happens when those innovations remove opportunities for connection? Leaders must consider the broader impacts of their choices on society and human behavior.
Future-Proofing Isn’t Enough: Be Future-Ready
The future isn’t a fixed path, Kate explains. It’s a prism of possibilities, shaped by the decisions we make today. Instead of trying to “future-proof” their businesses, leaders should prepare for multiple futures by asking two key questions: “What’s most probable?” And “What’s most preferred?” The gap between the two reveals the work needed to shape tomorrow.
A Call for Meaningful Leadership
Kate’s message to leaders is simple yet profound: purpose and meaning matter more than ever. Purpose isn’t just a buzzword—it’s the shape that meaning takes in business. Leaders who focus on what matters now and what will matter next can create technology that drives innovation and serves humanity.
Learn More in Kate’s Book
For more actionable insights and thought-provoking strategies, check out Kate’s latest book, “What Matters Next: A Leader’s Guide to Making Human-Friendly Tech Decisions in a World That’s Moving Too Fast.” Packed with frameworks and tools, it’s a must-read for leaders navigating the intersection of technology and humanity.
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Meet our Guest
Kate O’Neill, , CEO of KO Insights, “Tech Humanist” and Author
Kate O’Neill is a digital innovator, chief executive, business writer, and globally recognized speaker widely known as the “Tech Humanist.” She is the founder and CEO of KO Insights, a strategic advisory firm that enhances human experiences at scale through data-driven and AI-led interactions.
Kate has worked with prestigious clients like Google, IBM, Microsoft, and the United Nations, and she was one of the first 100 employees at Netflix. Her groundbreaking insights have been featured in the New York Times, the Wall Street Journal, and WIRED, and she has shared her expertise on NPR and the BBC.
Kate has been honored with numerous awards, including and a spot on Thinkers50’s list of the World’s Management Thinkers to Watch. With six influential books under her belt, including “Tech Humanist,” “A Future So Bright”, and her latest, “What Matters Next.”
Meet the Host
Jim Hertzfeld is Area Vice President, Strategy for Perficient.
For over two decades, he has worked with clients to convert market insights into real-world digital products and customer experiences that actually grow their business. More than just a strategist, Jim is a pragmatic rebel known for challenging the conventional and turning grand visions into actionable steps. His candid demeanor, sprinkled with a dose of cynical optimism, shapes a narrative that challenges and inspires listeners.
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