Like it or not, AI technology is almost certainly here to stay. While that might bring new conveniences we never thought possible, it still causes many to stress out over range of topics from our careers to existential level threats.

In a segment for New Normal entitled, “Is Human Connection the New Job Security?” for BBC Global, journalist Katty Kay delves into the idea of job security in this new age. She first recalls a chat she had in 2023 with her old pal, Dermalogica Skincare founder Jane Wurwand.

High touch vs. high tech

In just two words, the corporate mogul had the antidote to “high tech,” and it was really quite simple. She told Kay, “The equal and opposite reaction to ‘high tech’ is ‘high touch.’” She explains that it’s “service-oriented businesses where humans are doing things that humans do best. Cooking. Caring. Touching. Kindness. Compassion. Talking. I’m not just in the business of skincare products. I’m in the business of human connection.”

Kay reconnects with Wurwand over a video chat a few years later to find out if she still feels the “high touch” concept is possible now that AI has advanced. “It’s not confined to physical touch, your concept of high tech/high touch. It’s also about this broader idea of just having a human voice when you call.” (Kay gives the example of having to call tech support if your Wi-Fi has gone out.)

The human being industry

Kay then asks, “Give us some tangible thoughts on which are the high-touch jobs and areas of employment you think survive this rapidly growing technology that may take other jobs away?”

Wurwand replies confidently, “The jobs that I see that are going to be booming…and really can’t be replaced. Hospitality. Travel. Anything in the human being industry.”

She discusses the importance of true empathy, something that can’t be substituted by a robot. “If you are receiving a cancer diagnosis, goodness forbid, an AI bot might have found or detected that rogue cell, but you certainly don’t want that bot talking to you or giving you that diagnosis. You want someone with kindness, empathy, and to hold your hand and literally say, ‘We’ve got a plan. We’re going to execute on it.’”

Wurwand gives other examples, as well, essentially suggesting “high touch” can be applied anywhere, including tech jobs. “Whether you’re working in retail, whether you’re working in an industry that is full of technology, what we can bring as humans that makes the workplace, that business, that space kind, empathetic, that you feel seen, you feel heard, that you matter, that somebody knows a little bit about your life so that you can chat and talk.

A new social contract

Kay brings up the insightful point that many, especially younger people in today’s society, feel threatened and disillusioned. “Many felt there was this kind of social contract, where you get educated, you pay an enormous amount of money to go to a university or tertiary education, and then you come out and actually there aren’t jobs because the jobs have been taken.”

She also points out the frustration some might feel from having been told if they’d only learned to “code” they’d be fine. They then entered the workforce to find out lots of those jobs have been taken over, as well. Kay asks, “What do you say to the graduate who has a degree in accounting or coding?”

Wurwand reiterates that “high touch” is still important, even in accounting or coding jobs. “You’re not gonna compete with a robot. We don’t have those same skills. We don’t have that ‘code’ in our head. You have everything else that is needed by other humans. So we have to take the strength and move with it.”

She points out that we shouldn’t be so quick to label. “We shouldn’t box things into that’s ‘tech’ and this is ‘human.’ There has to be this connection.”

They both agree that those interpersonal skills—the ones that only human beings can truly have—must be nurtured in order to survive this AI flux. Wurwand gives the example: “Your first message of branding is that voice that answers the phone. And it doesn’t have to be in an office at a desk. It can be obviously remote. However, it has to be a double-down, delicious sort of person who sounds great and is kind and genuinely has empathy because we can hear or spot a fake in 30 seconds.”

Of course, the idea of good customer service isn’t exactly new. But it seems extra important right now given it’s seemingly being forgotten by so many major corporations.

In the article “9 Examples of High Touch,” for Simplicable, writer and IT tech John Spacey writes that it comes down to simply being human: “High touch is any business process that requires extensive human attention. These are typically areas where automation reduces the value of a process because humans add significant value to it.”

Aside from the aforementioned client services, Spacey also discusses the importance of having “personalized attention with every customer.” This includes, of course, listening to their needs and tailoring the experience directly to them when possible.

Music, community and joy drive real change

In a small village in Pwani, a district on Tanzania’s coast, a massive dance party is coming to a close. For the past two hours, locals have paraded through the village streets, singing and beating ngombe drums; now, in a large clearing, a woman named Sheilla motions for everyone to sit facing a large projector screen. A film premiere is about to begin. 

It’s an unusual way to kick off a film about gender bias, inequality, early marriage, and other barriers that prevent girls from accessing education in Tanzania. But in Pwani and beyond, local organizations supported by Malala Fund and funded by Pura are finding creative, culturally relevant ways like this one to capture people’s interest. 

The film ends and Sheilla, the Communications and Partnership Lead for Media for Development and Advocacy (MEDEA), stands in front of the crowd once again, asking the audience to reflect: What did you think about the film? How did it relate to your own experience? What can we learn? 

Sheilla explains that, once the community sees the film, “It brings out conversations within themselves, reflective conversations.” The resonance and immediate action create a ripple effect of change.

Across Tanzania, gender-based violence often forces adolescent girls out of the classroom. This and other barriers — including child marriage, poverty, conflict, and discrimination — prevent girls from completing their education around the world. 

Sheilla and her team are using film and radio programs to address the challenges girls face in their communities. MEDEA’s ultimate goal is to affirm education as a fundamental right for everyone, and to ensure that every member of a community understands how girls’ education contributes to a stronger whole and how to be an ally for their sisters, daughters, granddaughters, friends, nieces, and girlfriends. 

Sheilla’s story is one of many that inspired Heart on Fire, a new fragrance from the Pura x Malala Fund Collection that blends the warm, earthy spices of Tanzania with a playful, joyful twist. Here’s how Pura is using scent as a tool to connect the world and inspire action.

A partnership focused on local impact, on a global mission

Pura, a fragrance company that recognizes education as both freedom and a human right, has partnered with Malala Fund since 2022. In order to defend every girl’s right to access and complete 12 years of education, Malala Fund partners with local organizations in countries where the educational barriers are the greatest. They invest in locally-led solutions because they know that those who are closest to the problems are best equipped to solve and build durable solutions, like MEDEA, which works with communities to challenge discrimination against girls and change beliefs about their education. 

But local initiatives can thrive and scale more powerfully with global support, which is why Pura is using their own superpower, the power of scent, to connect people around the world with the women and girls in these local communities. 

The Pura x Malala Fund Collection incorporates ingredients naturally found in Tanzania, Nigeria, Pakistan, and Brazil: countries where Malala Fund operates to address systemic education barriers. Eight percent of net revenue from the Pura x Malala Fund Collection will be donated to Malala Fund directly, but beyond financial support, the Collection is also a love letter to each unique community, blending notes like lemon, jasmine, cedarwood, and clove to transport people, ignite their senses, and help them draw inspiration and hope from the global movement for girls’ education. Through scent, people can connect to the courage, joy, and tenacity of girls and local leaders, all while uniting in a shared commitment to education: the belief that supporting girls’ rights in one community benefits all of us, everywhere. 

You’ve already met Sheilla. Now see how Naiara and Mama Habiba are building unique solutions to ensure every girl can learn freely and dare to dream.

Naiara Leite is reimagining what’s possible in Brazil

In Brazil, where pear trees and coconut plantations cover the Northeastern Coast, girls like ten-year-old Julia experience a different kind of educational barrier than girls in Tanzania. Too often, racial discrimination contributes to high dropout rates among Black, quilombola and Indigenous girls in the country. 

“In the logic of Brazilian society, Black people don’t need to study,” says Naiara Leite, Executive Coordinator of Odara, a women-led organization and Malala Fund partner. Bahia, the state where Odara is based, was once one of the largest slave-receiving territories in the Americas, and because of that history, deeply-ingrained, anti-Black prejudice is still widespread. “Our role and the image constructed around us is one of manual labor,” Naiara says. 

But education can change that. In 2020, with assistance from a Malala Fund grant, Odara launched its first initiative for improving school completion rates among Black, quilombola, and Indigenous girls: “Ayomidê Odara”. The young girls mentored under the program, including Julia, are known as the Ayomidês. And like the Pura x Malala Fund Collection’s Brazil: Breath of Courage scent, the Ayomidês are fierce, determined, and bursting with energy.

Ayomidês take part in weekly educational sessions where they explore subjects like education and ethnic-racial relations. The girls are encouraged to find their own voices by producing Instagram lives, social media videos, and by participating in public panels. Already, the Ayomidês are rewriting the narrative on what’s possible for Afro-Brazilian girls to achieve. One of the earliest Ayomidês, a young woman named Debora, is now a communications intern. Another former Ayomidê, Francine, works at UNICEF, helping train the next generation of adolescent leaders. And Julia has already set her sights on becoming a math teacher or a model. 

“These are generations of Black women who did not have access to a school,” Naiara says. “These are generations of Black women robbed daily of their dreams. And we’re telling them that they could be the generation in their family to write a new story.” 

Mama Habiba is reframing the conversation in Nigeria 

In Mama Habiba’s home country of Nigeria, the scents of starfruit, ylang ylang and pineapple, all incorporated into the Pura x Malala Collection’s “Nigeria: Hope for Tomorrow,” can be found throughout the vibrant markets. Like these native scents, Mama Habiba says that the Nigerian girls are also bright and passionate, but too often they are forced to leave school long before their potential fully blooms. 

​​“Some of these schools are very far, and there is an issue of quality, too,” Mama Habiba says. “Most parents find out when their children are in school, the girls are not learning. So why allow them to continue?” 

When girls drop out of secondary school, marriage is often the alternative. In Nigeria, one in three girls is married before the age of 18. When this happens, girls are unable to fulfill their potential, and their families and communities lose out on the social, health and economic benefits.

Completing secondary school delays marriage, and according to UNESCO, educated girls become women who raise healthier children, lift their families out of poverty and contribute to more peaceful, resilient communities.

To encourage young girls to stay in school, the Centre for Girls’ Education, a nonprofit in Nigeria founded by Mama Habiba and supported by Malala Fund and Pura, has pioneered an initiative that’s similar to the Ayomidê workshops in Brazil: safe spaces. Here, girls meet regularly to learn literacy, numeracy, and other issues like reproductive health. These safe spaces also provide an opportunity for the girls to role-play and learn to advocate for themselves, develop their self-image, and practice conversations with others about their values, education being one of them. In safe spaces, Mama Habiba says, girls start to understand “who she is, and that she is a girl who has value. She has the right to negotiate with her parents on what she really feels or wants.”

“When girls are educated, they can unlock so many opportunities,” Mama Habiba says. “It will help the economy of the country. It will boost so many opportunities for the country. If they are given the opportunity, I think the sky is not the limit. It is the starting point for every girl.”  

From parades, film........

© Upworthy