Supermarkets, restaurants, and many other types of businesses invest in employing fewer people in an attempt to optimize their business.
Supermarkets have quick scan checkout systems. Restaurants have QR menus enabling customers to order straight from their mobile. Reducing the waiters to transporting food between the kitchen and the table.
While it makes much sense from the business point of view to optimize, unfortunately, today’s approach is often to replace (costly) humans. Or increase capacity through technology. Resulting in a generic, less personal approach. The days of pleasant chitchat with the friendly cashier who asks about the family are long gone. Obviously, in a large urban context, it’s nearly impossible to maintain. But this isn’t an all-or-nothing issue.
The goal of implementing technology shouldn’t be to replace humans altogether. It should be to clear time so humans can create genuine added value through a customer-centric approach.