During a trip to London, my photographer husband and I were impressed by the architecture, old and new—the contrast between which made for stunning photographs.
The sprouting of the new—often in the form of high-rises—has not been without controversy, with traditionalists resisting modernists’ push for growth. Our feeling was that the old and the new complement each other, as the range of architecture gives the city a personality and texture like none other.
After all, change and evolution are constant. Even within the more traditional architecture category, there are concrete (pun intended) examples of this—from Wren’s late 17th-century churches, to the financial institutions of the 18th and 19th century such as the Royal Exchange and the Bank of England, to the early 20th century Old Bailey (England and Wales’ central criminal court) and the 1960s Barbican Estate. Through the centuries, architects have contributed to London’s unique beauty by blending Imperial, Neo-Classical, Medieval and other styles to create the city it is today. The more recent skyscrapers are a continuation of the process.
All this got me thinking about the co-existence of old and new in the world of business. As one example, can modern technology exist in harmony with good old-fashioned, personalized customer care? I contend it can and does. We can use the world of information available at our fingertips to help people in ways never before imagined—if we do so wisely.
City planners in London have taken great care to ensure that the design and location of the newer buildings are harmonious with the old. Similarly, we need to make sure the technology we bring to customer service enhances, rather than detracts from, traditional values. When we combine high tech with soft touch, we create artistry from the best of the old and new—just as the ecological Gherkin stands boldly under the same sky as the venerable Tower of London.
