MANKIND PEAKED AT ME!

Do you worry about your children? Do you fret they won’t be able to cope with the modern world? Do you despair of their inability to concentrate and cringe at their poor social skills? Do you grimace as they fumble with their shoelaces or attempt to carry a hot drink from one room to another? Even if you haven’t yet had any imbecilic offspring, do you lie awake at night brooding over how well prepared the younger generation is for the real world, the world of tough business negotiations, the world of complex mortgages and life insurance? 

Well my friend, you are not alone. In fact, I guarantee that your great, great, great grandmother was equally concerned over your great, great, grandmother’s mental faculties, and whether she’d amount to anything very much at all. Indeed, there has never been a generation that didn’t believe its successor would be lazier, less respectful, shallower and generally less likely to cope with the challenges of contemporary life. Put another way, no one ever, dead or alive, believed they were handing the future to safer, wiser hands than their own. Every one of us is genuinely convinced the world would be better off if only we could stick around to oversee things properly.

There’s an ever-lengthening list of things we cannot discuss openly these days, isn’t there? Perhaps this is why so many polite conversations resort to the narcissistic, screen-obsessed young generation. What we are really saying, of course, is that WE are far more sophisticated, considerably more practical, eminently more articulate, extremely conscientious and clearly more enlightened than any other generation, past or present. In other words: mankind peaked at me!

Yes, humankind dragged itself from the swamp, to discover fire, invent the wheel, agriculture, transport, fight a few wars, overcome famine and disease to build cities, aircraft, computers and smartphones…but now, sadly, it’s downhill from here. Most likely, our great, great grandchildren will dig out our Facebook archive to gaze in awe at the pinnacle of humanity right there, pictured somewhere tropical with cheesy grins. “Progress stopped with Great, Great, Grand Mammy and Pops” they’ll sigh.

Truth is of course, your idiot children will help usher in an incredibly exciting new world. It’s only us myopic Boomers and miserable Millennials who think progress stopped at the iPhone. And as for attention spans, just look at the hours they put in playing computer games or watching make-over videos in their bedrooms. Compare that to the stupidly staccato ‘sorry, gotta go to the news’ ‘gotta leave it there’ hurried BBC interviews we wake to every morning. No, there’s nothing wrong with their attention spans. They’re just not interested in your boring world, that’s all.

Mankind’s graph of progress is actually very clear. Despite the doom-mongers and naysayers, the best time to be breathing air is, believe it or not, today. Whether your barometer of progress is humanity’s access to knowledge, travel, freedom, opportunity, longevity, security or technological innovation, the overwhelming majority of us are living in the safest, most liberated and creative time in human history. Ask your great, great grandmother how she thinks your life chances are looking. She’d probably say they were pretty bloody awesome. Or words to that effect. 

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  Howard Saunders   Feb 04, 2019   Future, me, me age, smartphone, technology, Uncategorized   1 Comment   Read More

THE BATTLEFIELD

The high street has become a battlefield. Every morning we awake to yet more news of store closures: stores we grew up with and brands we believed would be around forever are shuttering up as the best form of defence against this relentless, yet invisible, onslaught. And now our restaurants, pubs and bars have become infected too. Big name, highly regarded chains such as Byron, Carluccio’s and Jamie’s are buckling under the pressure as their foes advance on all sides. Rent, rates, Amazon, Brexit, Deliveroo and even the weather have joined forces against the very places in which we once sought refuge…and a cold beer.

But on the distant horizon a new technologically advanced force is preparing for battle. Autonomous vehicles, drones and robots armed with artificial intelligence and facial recognition software are plotting the next wave of disruption. The question is, are they friend or foe?

Ok, enough metaphor for one day. You get the picture. There’s no question the shiny new world that beckons will change the way we shop, work and play. Artificial intelligence is sure to iron out most of the irritating niggles we bump across during our working day. It won’t be long before we look back on form filling, applications and buying tickets for travel as the quaint behaviour of a gentler age. Predictive algorithms will eliminate much of the friction and frustration in getting hold of the things we need, because they will know what we need before we do. Our working lives will become ever more digitised as our e-assistants complete tasks and solve mundane problems in nano seconds while we focus on the more creative stuff.

But surely, at the end of a hard day plugged into the electronic universe we will yearn for a bit of human contact, a warm smile and a cold beer? Of course our e-assistant could have one droned in (within three minutes…in its refrigerated drone pod) but wouldn’t you prefer to sit at a real bar for some real life eye contact?

The future may be somewhat daunting, scary even, but it’s worth reminding ourselves that we’ll still be human when it arrives. It’s understandable that in the rush for the future we believe even hospitality will become digitised. I say let’s keep the robots busy in the back office organising the logistics, the stock replenishment and the P&L, and let the humans do what they’re best at.

As AI and robotics lubricate our lives I believe we will seek out, and value, human connection even more. So before you order that row of iPads to speed things up a bit, consider instead investing in a smart, charming, genuinely charismatic human being with an engaging smile.

The future doesn’t just happen, it’s waiting for us to shape it. So let’s at least agree what hospitality is for and why we will always yearn for it.

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  Howard Saunders   Nov 06, 2018   Future, smartphone, technology, Uncategorized   0 Comment   Read More

HI-HO, HI-HO

It must be true. A recent government report has predicted that more than six million workers fear being replaced by machines within the next ten years!

Hang on. Let’s read that again: ‘fear being’…well that’s hardly surprising since we’ve subjected them to daily doom-laden scenarios to contemplate over their cornflakes. And when asked if they thought government was doing enough to prepare for all these lost jobs, guess what they said?

So will this ‘report’ (and the nicely paid commission that follows) be led by a young, forward thinking entrepreneur looking to help maximize the potential of AI and robotics in the workplace? No, I’m afraid it’s Yvette Cooper, the genetically disgruntled former work and pensions secretary. That explains a lot.

Predictably, this report focuses on the 20% that feel technology will make their jobs worse and the 23% that believe their roles won’t be needed at all. But in fact, the figures also show that 73% say they feel pretty confident about new technology and will adapt to changes…just like they always have, presumably.

As Steven Pinker points out in his excellent ‘Enlightenment Now’ fear-mongering is par for the course in the prediction business. There’s real power in warning the people to ‘follow me, if you wish to be saved’. Conversely, there is no power in telling everyone things are about to get much more exciting.

Yes, the workplace is changing and technology will surely replace many thousands of current jobs. But if past evidence is anything to go by, which it is, then technology opens up many thousands more opportunities at the very same time. Pop into a Soho bar for a beer and a spot of earwigging. West End pub talk today is of app development, payment software widgets and online marketing campaigns, and they use jargon that to anyone over the age of 32 sounds like Klingon. Here, in the centre of Britain’s engine room, it’s barely possible to find anyone whose job wasn’t invented within the last ten years.

Alternatively, and nothing to do with technology, fifty years ago who could have predicted the meteoric rise of the restaurant and hospitality industry, the millions of jobs that have been created in bars, restaurants and hotels that simply never existed before? The world of work is changing fast, but we seem to forget where we came from even faster.

In the future, retailers will bring much more automation into play. The mundane work of ordering, distribution, stock control, logistics and sales analysis will surely be done by robots in the form of AI, rather than the Meccano-esque variety. Slightly scarier looking robots will be busy organizing the warehouse and selecting stock for mass market consumption. And yes, this will mean fewer bored and sweaty warehouse and security staff. But on the front line, where real people enter real branded spaces, there will be a marked shift towards genuine hospitality.

When the dot matrix tickertape thingy welcomes you aboard your train, how many hearts has it lifted, how many smiles have been raised by its digital grace? Answer: none. Put a human conductor at the door with a similar greeting and he might just put a spring in your step, and everyone else he meets, for the entire day. Why? Well, simply put, humans are unique in that they share the secret of their own mortality on this planet. Connections matter to us. Dot matrix boards will never empathize with our condition.

So now imagine receiving a message from a favourite brand inviting you to a product launch and a glass of wine. Precisely on schedule, the autonomous mobile pod-shop arrives at your door blinking with digital messages just for you. Your fingerprint unlocks the door into this tiny branded universe. A HAL-like voice welcomes you and a hatch swishes open to reveal the shoe that’s been designed especially for you, based on things you have previously ‘liked’. All you have to do is to reach out and take it.

Is this a perfect future retail scenario or is there something missing, humanity perhaps? We seem to forget, humans give us the emotional reassurance that what we want is worth wanting. Humans are our audience, our witnesses and the way in which we negotiate our social status. Without them, the retail process becomes a transaction in a vacuum. Efficient, but utterly meaningless. Personalized, yet impersonal.

Genuine hospitality is a rare and delicate balance of polite, respectful distance and emotional warmth. Only humans can fulfill this role. As brands become more emotionally intelligent they will require an army of warm, twinkly eyed brand ambassadors to make us feel connected. This high-level hospitality strategy I call Hi-Ho is fast becoming the new brand battlefield.

So cheer up. Despite all the technological seduction, the predictive algorithms and creative AI experiences retail will no doubt offer us, rest assured that humanity will play a far more critical role tomorrow than it does today.

Join me on Twitter @retailfuturist or at least read a few more of my blogs and rants here:  andcom.uk9.fcomet.com/blog/

  Howard Saunders   Aug 20, 2018   Future, Retail, shopping, technology   0 Comment   Read More

EUROPEAN GRAFFITI!

To scrub or not to scrub, that is the question. If you’re a polite, tax paying shopkeeper from Barcelona, Berlin, Milan or Madrid, you’ll have faced this dilemma one sunny morning when you opened your shutters to reveal freshly painted scrawlings up your pilasters and all around your corbels.

In some parts of Europe our major city centres have become little more than concrete sketchbooks for a kind of push-me pull-you politics, where the alt right, the loony left, the disgruntled and the dispossessed each contribute to a multi-layered cacophony of tangled anger.

I grew up at a time when graffiti belonged to very different artistic genre. In my day, walls were decorated with cartoon genitalia, delightfully captured in mid climax. The masterpieces that illustrated my boyhood were the desperate, pubescent cries of unrequited potency. Toilet cubicles became the private venting booths of the permanently pent up, where intense frescoes of either triangular or cylindrical simplicity were created, presumably as some sort of silent warning to the sex they were yet to encounter. Perhaps these explicit diagrams were a contemporary homage to the Da Vinci cartoons, none of which were that funny anyway, as Peter Cook famously observed.

Sadly, since the advent of free online pornography we’ve witnessed the demise of the cartoonist-gynecologist. Today’s vitriolic hieroglyphs have more of a political bent, and whether leftist or rightist they unite in their distrust of authority and so find harmony working together on the smooth render around an innocent shop-front.

In 2018, the shopkeeper’s dilemma is a tricky one. Should he reach for the bleach and expose himself as a defender of ‘the man’ and the likely retribution that may ensue? Or does he leave the solitary scribble alone and risk it spawning a crawling nest of irate expressionism, each vying for the attention of the passing shoppers?

With global politics in such a state of flux, it’s unlikely our rebellious artists will grow tired and head home for a gin and tonic anytime soon. Like ever increasing business rates, it seems graffiti is another tax our retailers will have to pay for access to play on our tough urban streets.

Join me on Twitter for daily retail rants @retailfuturist and read more of my blogs here:  andcom.uk9.fcomet.com/blog/

  Howard Saunders   Apr 26, 2018   Future, shopping, Uncategorized   0 Comment   Read More

THE HUMANOIDS ARE COMING!

In March 2016, at the South by Southwest festival in Austin Texas, the world was introduced to the slightly awkward Sophia, a humanoid developed by Hong Kong based Hanson Robotics. Just like any new starlet she was forced to do the rounds and subjected to a thousand inane interviews asking if she was happy, in love, hungry, looking for a partner and even who her parents are. Sophia coped pretty well considering…considering she’s not a human and was barely three months old at the time.

Most industry interrogators seemed reasonably impressed with her performance, clearly willing to put her often slow or repetitive responses down to first night nerves. In fact, she was such a hit that the following year she became a legal citizen of Saudi Arabia, a place where perhaps her shortcomings in humanity would be largely unnoticed. I’m happy to report, her career has gone from strength to strength and in November 2017 she was named the United Nations Innovation Champion, the first humanoid ever to be honoured by the UN. A glimpse of the future, perhaps?

But while Sophia was busy charming the press, the geeks back at the lab were already working on her successor. And on a recent trip to San Francisco I was privileged enough to be given a sneak preview of HMN25, (nickname: Harriet) due for release in 2025. After a long briefing and lengthy NDA signing, I was ushered into Harriet’s private room: a refrigerated, dimly lit, fishbowl. I was terrified. It was like meeting some sort of resurrected and rewired Marylyn Monroe or Audrey Hepburn. The room fizzed and bleeped as men in white coats (yes, they really do all wear them) examined complex graphs on a drum kit of screens and laptops.

I leaned in for a more intimate look, transfixed by her flawless complexion. Her perfect pores even have a hint of downy hair on the curve of those cinematic cheek bones. She is incredible.

All of a sudden, her head swivelled. A spookily mellow voice echoed out ‘How can I help you?’ My heart literally stopped. I lurched backwards in shock as the white coats cackled like schoolchildren. Harriet is beyond impressive and, like most powerful women, utterly terrifying.

Developed by CAAN Enterprises in association with Alphabet Inc it’s obvious that Harriet is a huge investment. If they get it right I really do believe we’ll be bumping into her right across the planet. They’re quietly predicting a hundred thousand Harriets in stores, restaurants and banks within the first two years in the US alone.

Whereas Sophia has 62 expressions, facial recognition capabilities and machine learning tools to allow her to hold a stilted conversation about the weather, Harriet is equipped with a whole suite of the latest EI (emotional intelligence) software. Analyzing eye micro-movements, for example, enables her ‘mood awareness’ letting her know how engaged we want to be, and how she should react. Sophia was pre-programmed with a decent menu of responses that are selected by relevance. Harriet, by contrast, is able to improvise in a non-linear way to build engaging conversation…with the appropriate reactions too. I am assured she can look flattered, embarrassed, pensive, mischievous, interested and intrigued, together with some eyebrow raising irony convincing enough to out-Roger Moore, Roger Moore. I understand they also plan to program her to be gently sarcastic too. For the English market, I presume.

The bad news is when Harriet is released she will devastate the retail and hospitality industries overnight. The good news is that we already have an army of Harriets, that are programmed to do everything she does, and much more besides. They’re called humans and they are smart, funny, charming, knowledgeable and, on the whole, pretty damn cheap too.

Yes, I’m afraid everything I wrote from paragraph two onwards was a lie. There is no CAAN Enterprises and no Harriet either. It’s not a complete lie, you understand, as I do know of several companies that are working on exactly the sort of emotionally intelligent software I described.

I’m simply making the point that to be successful in retail and hospitality takes so much more than product knowledge sprinkled with politeness…even though we’d often be happy with just that! No, to be a true salesperson or brand ambassador requires charm, empathy, authenticity, enthusiasm and maybe a bit of sarcasm too. In short, humanity. And it’s these nuanced, innately human traits that are so very hard to emulate digitally.

Don’t look so worried. The future of service is absolutely safe, as long as we understand we are there to be human.

Join me on Twitter @retailfuturist and please read more of my blogs and rants here:  andcom.uk9.fcomet.com/blog/

  Howard Saunders   Apr 03, 2018   face recognition, Future, Retail, sales, technology, Uncategorized   0 Comment   Read More