In this session, I dive into The Humanity Glitch – and Why AI Is Scaling Indifference. We’ve hit a high‑stakes paradox: the more we automate, the more humanity becomes the ultimate premium. Employees are treated as “human capital” to be optimized, while customers are reduced to “users” to be converted— and AI is now scaling that indifference across millions of touchpoints in milliseconds.
We’ll look at the real state of play: autonomous multi‑agent systems rapidly taking over enterprise apps, small analog mistakes turning into massive algorithmic failures, and the silent value leak that happens when you ignore the human element—eroding both customer loyalty and employee execution. The argument is simple: Human‑Centered Design isn’t a soft, idealistic add‑on; it’s the most pragmatic bridge between your tech stack and the results that actually move the needle. Stop designing for machines. Start designing for the real, unpredictable humans who still drive the economy.
Episode Chapters
- 00:00 Scaling Indifference: The Humanity Glitch in AI —the high-stakes paradox where automating million of touchpoints in milliseconds risks devaluing human capital.
- 01:30 The ROI of the Biological: Pivoting Back to Human—focus on the biological. Discussion on Gartner’s prediction that 40% of enterprise apps will run on autonomous multi-agent systems by year’s end.
- 03:00 The Value Leak: Why Neglecting Humans Kills Profit—how algorithmic flaws and a lack of human-centered design lead to loss of customer loyalty, employee execution, and financial results.
- 04:30 Assisted vs. Replaced: The Chatbot Implementation Debate—Should AI replace customer service agents or act as a data-extracting assistant to empower them?
- 06:00 Defining Human-Centered Design (HCD) for Leaders Moving beyond “soft discipline” labels. Why HCD— is a critical framework for architecture, software, and emotional response.
- 07:30 Designing for Emotional Response & Mood The Donald Norman principle: How design impacts the user’s emotional state. Why intention matters more than simple functionality in software and service.
- 09:00 Governance & Risk: The Cost of Ignoring Cognitive Limits Human-centered design as a control against operational, legal, and reputational risk.
- 10:30 The Starbucks CEO Lesson: Efficiency vs. Destination A case study on the “reduction mentality.” Why cost-cutting through automation fails when it ignores the emotional premise of a brand’s existence.
- 12:00 Employee vs. Customer: Managing Different AI Users How to balance HCD for voluntary users (customers) versus internal users (employees). Preventing #shadowAI
- 13:30 The Pitfalls of Isolated AI Pilot Projects Why holistic enterprise impact beats narrow, isolated pilots. Discussing the ecosystem of suppliers, #data and the need for effectiveness
- 15:00 Speed of Defects: Why AI Flaws Scale Faster In an agent-driven enterprise, flaws and data defects propagate at lightning speed. The importance of #criticalthinking
- 16:30 The Iterative Spiral: Software Development #LLMs Why AI implementation is never “one and done.” Balancing #customerlistening with expert-led innovation
- 18:00 The Paradox of Choice & Rationality Are humans rational? Exploring the tension between data-driven AI models and the inherently emotional, irrational nature of the human condition.
- 19:30 Observation-Led Innovation: From Wall Phones to AI How deep observation of behavioral pain points—not just user requests—leads to breakthrough products like the smartphone and intuitive AI interfaces.
- 21:00 Contextual Personas: The “AI-Enabled Window” Example Using focused, contextual AI agents to assist rather than replace. How to maintain business purpose while integrating intelligent automation.
- 22:30 Designing for the Irrational: The Future of Persona Strategy—creating AI that adapts to human biases and emotions.
