The Importance of Resilience in the Age of Technology

I sense that many businesses aren't doing even with the human aspect quite what they really need to be doing. My recommendation usually is, so on the tech side is really about having the skills to test and learn and to try things. And then on the human side, I think what you mentioned is important, which is I think many companies of the past 10 to 15 years have had the tendency to consider humans of the customer experience as a cost. So if you want to have them right, you need to reinvest in them.