Technology vs Human: Who is going to win? With Karen Lellouche Tordjman, MD and Partner of Boston Consulting Group

What do you think is going to be the biggest challenge as technology continues to advance at a rapid rate?

The biggest challenge is finding the right combination between humans and AI, and understanding that if we use them correctly, we can be more successful than just using one on its own. The effort needs to be focused on how and when we can use AI to make better decisions.

What are some of the most prominent questions leaders need to be asking themselves to future-proof their customer experience strategy?

Customers want to have a convenient experience, but they also want it to be personal. The main challenge is recognizing that customer experience is linked to the human experience, and working out the best combination of digital interaction and a human connection. The main pain point for customers today is linked to convenience, so this is something that should always be prioritized.

What are the digital questions business leaders should be asking themselves in 2022?

They need to ask themselves their priorities in terms of digital – it’s not possible to improve a website and launch an app all at the same time successfully. They need to understand and prioritize the digital elements which are making them lose customers and business.

What have been the most effective methodologies you have used to grow and develop as a leader?

For me it’s mentorship – I’ve always had one or two mentors, who have really taught me a lot throughout my career. You can learn a lot through books and theory, but learning by watching is the most effective, as you can really understand how people behave and make choices on how to develop your own leadership.

What does great leadership look like to you? 

Great leadership is inspiration – it’s about showing the way with conviction so that people really want to follow you, not just because you’re their boss, but because they want to learn from you.

What’s the best book, podcast or movie you would recommend that you have taken long lasting learns from?

The film ‘Ex Machina’, which is about the question of robots versus humans, machine intelligence and AI.