In 30 seconds
Key Takeaways:
The Problem: Automation is eroding human connection. Research shows 68% of customers leave because they feel companies don’t care, not due to product issues or price.
The Shift: From customer acquisition to community cultivation. Bowie built a tribe through BowieNet’s 18-year run (1998-2016), creating deep relationships before “community” became a buzzword. The future belongs to those mastering Human-AI Partnership: AI handles mechanics while humans deepen emotional intelligence and trust.
The Solution: Embed empathy in every interaction through active listening, understanding emotional drivers, and aligning solutions with values. Build advisory relationships prioritising long-term trust over transactions. Leaders must model team empathy, creating psychologically safe spaces where connection flourishes.
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