Idea Ripper // ArchiveCards: 1555 [Live] | Updated: 2026-10-14
Card #c1302IR // #c1302Synthesis

"They want to pick up the phone because that might be their weekly conversation with somebody." "Efficiency isn’t always the right measure for success. Asking, ‘What is the value that we’re adding?’ is a better approach."

— In our words · Source: Digital Impact (Steve Lucas)

[Use when]

You're automating away a customer touchpoint and measuring only time saved.

[Why it matters]

Kalyra, an aged-care provider, nearly bought software to cut client phone calls. A regional manager pointed out that many clients live alone. For them the call was part of the service, and cutting it would have saved staff time at the cost of what clients valued.

Filed under situations:When your picture of things might be wrongWhen new tech lands in your work

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