Creating that environment is not complicated, but it does not happen on its own. In our experience, it comes down to four elements working together: Feedback, Opportunity, Recognition, and Trust. We think of it as the F.O.R.T. that a strong Service Delivery team is built on. It is the structure that holds when a situation does not go according to plan.
Simply giving people another digital platform does not necessarily create connection. The value comes from creating opportunities for people to participate, share and interact with one another. That is the difference between providing communication tools and building a virtual community.
The organizations that benefit most from AI will not be those that deploy the most autonomous systems first. They will be those whose clients, customers and regulators can trust what those systems do. That is the standard worth building toward.
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