The Coming Age of Agency

With smart technology, we are beginning to see how a company acts on our behalf to provide information tailored to our perspective—past and future. How? By using history to project the future. This is a key issue for a number of enterprise functions as what it does is compress time. While recommendations are not always germane to the present situation, generally speaking this agency can act on our behalf outside of our awareness.

Agency then becomes the ultimate “asynchronous system (AS).”

Clearly, developing leverage through the establishing of AS is a key success factor in dealing with rising complexity. For a number of us, the mere stimulus of so much incoming information serves to be distracting as we seek and want to know everything. For others, the complexity surrounding this onslaught of information is too much and we simply eliminate it as fast as it occurs.

Agency reduces complexity on both accounts.

Agency as an AS seeks to reduce complexity by either giving us a narrower view of reality—one that we can actually take in—or by eliminating the view altogether. This latter function serves to keep us from missing something as the “agent” picks up, filters and reduces the stimulus to “VIP” issues only. Somewhere along this continuum lies our present circumstances.

How can enterprise optimize itself through agency?

We are now beginning to see complexity reduced through various forms of enterprise activity, the newest of which is ERM (Enterprise Relationship Management). ERM seeks to manage, maintain and muster every transaction that is made in the customer environment. Through the 3 m’s, enterprise optimists can begin to structure the relationship or agency in such a way that complexity is reduced for the enterprise and the customer. At any given moment in time, ERM acting as an agent can “structure” communication between the enterprise and the customer in a way that is a win for everyone.
 

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