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Welcome to Part Two of my exclusive interview with Gerd Leonhard. We all see how technology is impacting society, business, and service divisions. And how exponential it\u00a0is growing. But what should we really look out for in the near future? Are machines really intelligent, or\u00a0are they as dumb as a toaster? Are 3D printed steaks any good? Is AI life-threatening, or just job-threatening? Read on more as I chat with\u00a0Gerd Leonhard,\u00a0Service Mastery Day\u00a0host at this year\u2019s\u00a012th\u00a0Aftermarket Business Platform\u00a0in\u00a0Berlin,\u00a0October\u00a017-19.<\/p>\n
Continued…<\/p>\n
T.I:<\/span> <\/strong>\u00a0What are your thoughts on Blockchain?<\/em><\/strong><\/p>\n G.L:<\/strong><\/span> \u00a0Blockchain is amazing but primarily a super fancy database that replaces central control and the cost of the central control. \u00a0It\u2019ll be a big deal in transportation, logistics and smart contracts by creating a cheap way to do agreements and exchange of information.<\/p>\n In financial services, it might work for low end transactions for peer to peer services, but on a large scale it won\u2019t be accepted by governments. Money is a public matter, and governments need to hold on to the accountability for money, because someone needs to be there in the end to cover it. \u00a0So Blockchain is huge but I don\u2019t see it happening in banking anytime soon, except maybe for swift and back end systems of credit cards transaction.<\/p>\n T.I:<\/strong><\/span> \u00a0We talked about work displacement. \u00a0What can humans do about it?<\/strong><\/em><\/p>\n G.L:<\/strong><\/span> \u00a0Computers don\u2019t do relationships, they don\u2019t do engagements, they don\u2019t do soft factors. \u00a0If they could, they would in any case be fake. Computers are for facts. I think it\u2019s Kevin Kelly who said, \u201ccomputers are for answers, humans are for questions\u201d. \u00a0So, it\u2019ll be perfectly fine, if a snowstorm hits an airport and flights are cancelled and 40 000 people need to rebook their flights: that should be a chatbot because AI can do rebook all 40 000 people in 40 seconds.<\/p>\n There\u2019ll be jobs machines can do, and others that only humans can do and that we shouldn\u2019t touch. \u00a0We shouldn\u2019t let a machine decide if a couple should have a baby or not. The machine can give feedback, just like they do now, but we shouldn\u2019t always make efficiency the top priority.<\/p>\n In some cases, efficiency is so important that nothing else really matters, like rebooking \u2026 or driving. \u00a0There\u2019s no moral concerns to driving the right way.<\/p>\n Other areas where efficiency is not important, like dating, or hiring and firing, human resources, where a computer will not understand what you\u2019re trying to say with relationships and engagements. \u00a0They may eventually be able to understand what we\u2019re trying to say but won\u2019t be in a position to feel it.<\/p>\n We think too much about all the great things machines can do and take away our own skills. \u00a0It\u2019s very important in customer service. It all comes down to engagement and trust, not efficiency. \u00a0Peter Drucker said that strategy eats technology for breakfast, I like to say that culture eats technology for breakfast.<\/p>\n T.I:<\/strong><\/span> \u00a0What about 3D Printing?<\/strong><\/em><\/p>\n G.L:<\/strong><\/span> \u00a0Prototyping is everywhere. \u00a0What\u2019s happening is we need more composite materials and more advances in material sciences to print complicated structures. \u00a0We can print fake wood, but not wood. We can print fake earlobe, but not an earlobe.<\/p>\n We\u2019re going to make major breakthroughs so that in the next couple of years, an industrial printer can print 150 different composite materials and new kinds of plastics. \u00a03D printed parts will be one tenth of the cost and all you need will be the license to print the authentic piece. That will hugely change shipping, manufacturing, customer service\u2026 \u00a0I put a timeframe of 10 years, when you will have giant 3D printers driving around in trucks, driving from one place to the next to print on-demand.<\/p>\n Like airports, instead of having an airplane transporting goods, you\u2019ll have 3D printing facilities that\u2019ll be highly secured and licensed with the right products, and the costs will be like spotify, 90% less. \u00a0That will happen for sure in many commodity jobs for printing like in construction, you will be able to print the beams and some of the structures on ships, you can print that on location.<\/p>\n There are many things we can\u2019t quite print yet, but for example food, you\u2019ll be able to print that soon. \u00a0Lab growing meat already exists, it\u2019s completely organic, it\u2019s actual meat, you can take that substance and print from it.<\/p>\n People shouldn\u2019t underestimate 3D Printing because it hasn\u2019t really worked or is too expensive. \u00a0Right now, such a 3D Printer will cost 2 million \u20ac, it will be 100 000 in less than 10 years. It will be everywhere. \u00a0If we monitor all progress of science and nanomaterials, there are breakthroughs every day.<\/p>\n","protected":false},"excerpt":{"rendered":" EXCLUSIVE INTERVIEW WITH GERD LEONHARD \u2013 PART TWO Welcome to Part Two of my exclusive interview with Gerd Leonhard. We all see how technology is impacting society, business, and service divisions. And how exponential it\u00a0is growing. But what should we really look out for in the near future? Are machines really intelligent, or\u00a0are they as <\/p>\n