From Delta CEO Ed Bastian to Barack Obama to Spike Lee, key speakers referenced the need to do the right thing.
People before profit is how Bastian put it. From Obama, we heard this: “This has been a tough year. We’ve been through tougher. And I continue to believe that the instincts of most folks out there are good. We just have to make sure those voices are heard. Not just through politics but through culture, through business, and through technology.”
He continued, saying that technology isn’t inherently good or bad; it’s a force multiplier, and it’s up to individuals to use it in a way that amplifies good. Bastian echoed similar sentiments.
Focusing on doing the right thing through the power and reach of technology has enabled Delta to achieve record customer satisfaction scores, Bastian said. COVID-19 has made it even more critical to communicate clearly, quickly, and on the right channel at the right time as customers navigate the changing landscape of airline travel, he added.
People will remember how they were treated during this time, Bastian added. Putting trust in employees to do what’s right and empowering them with the technology to follow through has been a core part of how the company has weathered the pandemic.
Attendees also heard how companies are using Twilio Video to bridge the gap with isolated seniors, helping the elderly become more comfortable with technology as a way to connect.
This time has given us an opportunity to learn and grow, and to explore the ways we can use technology to gain a new perspective, said comedian Trevor Noah.
As the saying goes, with great power comes great responsibility, and it's incumbent upon us as human beings, no matter the size of our platform or our reach, to use technology in a responsible way. Information, he said, can be used to instill fear or to unite people, to invoke certain feelings depending on how it's shared and exchanged.
As more companies leverage digital mediums and platforms to build consumer trust, they must empower employees and customers alike to engage in meaningful conversations, recognizing the social dynamics at play as the world around us shifts.