Earlier this week I accidentally came across a video from a multinational that makes enterprise software aimed to help organizations better manage operations and customer relations. This video features the company’s top honcho who talks at length about how their company is establishing trust with customers and employees using ’empathy’. To set the context for the commentary below, I have been tracking this company over the past decade and have a solid understanding of their technology, operations, people, and culture.
As an industry analyst, I have the privilege of attending global industry events and exchanging ideas with some of the brightest executives from the world of technology. While I may not always agree with these executives and their employers’ perspectives, the discussion is almost always intellectually stimulating.
Earlier today we were skimming through our Twitter timeline and saw this exchange (see picture below) between a Tesla customer and Elon Musk. More than anything else, this Twitter exchange is a classic reminder that in today’s times when all of us are sweating it out to implement the best technology, it’s all going to be worthless unless we work at the culture.