Monday Morning Moan - Pulp Friction! Unthinking use of AI can strip the value from work, so stop doing it!

Let's talk friction.

It’s been in my mind since I read an excellent article by my diginomica colleague Derek du Preez recently. Essentially Derek’s piece explored where future value will be built as AI removes friction from the enterprise.

Friction. Hmm.

My initial reply to Derek’s piece argued that friction was necessary and good – but the whole thing has stayed with me because that isn’t quite true, is it?

Put your hand up if you want more friction when trying to buy a train ticket, hold for a call center agent, or claim expenses. Especially when claiming expenses. And in the tumbleweed that results, it’s clear that most of the time friction feels like a tax – something standing between us and whatever Good Thing we're trying to achieve.

So clearly friction is not inherently good.

And yet I continued to worry at this bone because almost everything I...

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