Workload

Are we carrying a “𝐝𝐢𝐠𝐢𝐭𝐚𝐥 𝐝𝐞𝐛𝐭”❓

The massive stream of data we consume daily (privately and professionally) exceeds our human capacity to process it all. 

Is everything important? Are we constantly feeling a “𝒇𝒆𝒂𝒓 𝒐𝒇 𝒎𝒊𝒔𝒔𝒊𝒏𝒈 𝒐𝒖𝒕?” while chasing a “finish line” that doesn’t get closer? 

I came across the term “digital debt” when reading an article about “Will AI fix work?” which is part of the Microsoft Work Trend Index Annual report.

I wrote two years ago about the “𝐝𝐢𝐠𝐢𝐭𝐚𝐥 muscle” we developed during Covid days. We heavily relied on emails, Chats, collaboration platforms, and many virtual meetings. Technology was a key enabler for “𝑾𝒐𝒓𝒌𝒊𝒏𝒈 𝒇𝒓𝒐𝒎 𝑯𝒐𝒎𝒆” as we increased our use of digital tools. 

But did we increase our productivity? 

The Microsoft report indicates that 64% of people need more time and energy to do their jobs and are 3.5x more likely to struggle with innovation and strategic thinking.

Solution?

“𝑻𝒉𝒆 𝒏𝒆𝒘 𝑨𝑰-𝑬𝒎𝒑𝒍𝒐𝒚𝒆𝒆 𝑨𝒍𝒍𝒊𝒂𝒏𝒄𝒆” – on the one hand, 49% of people worry that AI will replace their jobs. On the other hand, 70% would delegate as much work as possible to AI to lessen their workloads, consequently enhancing their creativity. 

Taking the above to the Customer Success landscape:

📌In 2023, the popular notion is “Do more with less.” In other words, we expect CSMs to be more effective. 🛠

𝐁𝐮𝐭

📌CSM spends significant time communicating internally and externally using all Digital channels (email, chats, conference calls, meetings) – their “digital debt” may be higher than the average. 📨

𝐌𝐨𝐫𝐞𝐨𝐯𝐞𝐫

📌We expect CSM to explore and eventually use AI to free more time for other #creative activities.

Is it a vicious circle? 

Can effectiveness and creativity be achieved in parallel, or is there a “digital debt” that keeps us busy before we can be more creative?  

Or can we trust AI to figure out this challenge as well?