“We thought that we had the answers, it was the…

“We thought that we had the answers, it was the questions we had wrong.”
U2

This seems to be a growing theme in recent conversations.

Getting the questions right is so much more important, and far more difficult then getting answers.

“Experience it forward. What employees experience, Customers… John Dijulius

“Experience it forward. What employees experience, Customers will. The best marketing is happy, engaged employees. Your Customers will never be any happier than your employees.”

John Dijulius, The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World

"Automation has become so sophisticated that on a typical passenger flight, a human pilot holds the controls for a grand total of just…

“Automation has become so sophisticated that on a typical passenger flight, a human pilot holds the controls for a grand total of just three minutes. What pilots spend a lot of time doing is monitoring screens and keying in data. They’ve become, it’s not much of an exaggeration to say, computer operators.”

All Can Be Lost: The Risk of Putting Our Knowledge in the Hands of Machines | Nicholas Carr | The Atlantic