Is technology changing the value of what we've spent years learning?
For most of my career, I believed experience was one of the biggest advantages you could have in business. And why wouldn't I?
After more than twenty-five years in the promotional products industry, I've seen how much experience matters. Knowing who to call, understanding how things work, spotting problems before they happen, and having relationships with people who can make things happen when everyone else says no.
Those things take years to develop. And for a long time, they gave people with experience a real advantage.
But lately, I've been wondering about something.
What happens when technology makes some of those advantages available to just about anyone?
We Used to Have to Know Things
Think about how many businesses have worked for years. The person with the most experience often knew where to find the answers. They knew the products, the processes, the people, and the shortcuts. They knew what worked because they'd spent years figuring out what didn't.
That knowledge was valuable. It still is.
But things are changing. AI and other technology are making it easier to find information, compare options, and get work done faster. Things that once took years to learn can sometimes be figured out in minutes.
Not always correctly, of course. Technology still makes mistakes. It misses details. Sometimes it gives you an answer that's flat-out wrong. But ignoring it because it isn't perfect doesn't seem like a very good plan.
Someone with five years of experience who knows how to use technology may have an advantage over someone with 25 years who refuses to learn it.
And as someone on the 25-year side of that equation, that's a humbling thought.
Are Relationships Enough?
Here's another thing...
For years, I've heard people say, "My customers buy from me because of our relationship." I've said it myself. And I still believe relationships matter.
But how much of what we call relationship-building is really just part of doing business?
Does a customer need to call someone for information they could easily find themselves? Do they need to wait for a quote, an update, or an answer to a simple question? Or have we just gotten used to being involved in every step?
I'm not suggesting we remove people from every part of the process. Some conversations are exactly where experience makes the biggest difference. But others might be better handled without requiring someone else's time.
Maybe the value isn't always in being involved. Maybe it's knowing when we actually need to be.
A Small Change in How I Work
I've been trying different AI tools in my own work, and one of the simplest changes has been using a meeting notetaker.
I still bring a pen and paper. Partly out of habit, and partly because walking into a meeting empty-handed just feels wrong. But I'm no longer trying to write everything down while having a conversation.
I'm listening more. I'm asking questions. I'm paying attention to things I might have missed while trying to take notes.
Afterward, I can organize the discussion, pull out the things I need to follow up on, and write emails based on what we actually talked about.
Nothing groundbreaking. Plenty of people have been doing this longer than I have. But it changed how I think about technology.
Sometimes it helps us spend more time on the things that matter. Other times, it helps us stop spending time on things that don't.
Both can be useful.
Experience Still Matters
I don't believe technology makes experience worthless. Knowing where to find an answer isn't the same as knowing whether it's the right answer. And getting something done quickly doesn't always mean getting it done well.
Experience helps us make better decisions. It helps us recognize problems and understand things that aren't always obvious. That matters whether you're selling promotional products, running a business, managing a team, or helping a customer.
But experience can also make us comfortable. We know what works. We've done it for years. Why change?
I've certainly been guilty of thinking that way. And I doubt I'm alone.
After 25-plus years, I value what I've learned. But I also know there's plenty I don't know. And I'm realizing that some of the things that gave me an advantage earlier in my career might not carry the same weight today.
So, can technology overcome experience?
In some situations, I think it absolutely can.
But I'd put my money on the person who's willing to use both.