> This is something I've struggled with in the past too, my job is basically to put people out of a job by replacing them with software, and those people might then suffer because of it.

I spent five years working for a small company that was a scrappy startup, especially in how they thought about technology--everything was duct taped together and barely worked--but was cheap!

At a high level, my job was to replace people with software. What I am proud of is that we didn't let anyone go, we just found something more valuable for them to do. When I started they had 4-5 people who's job was to spend 40 hours copy and pasting tracking numbers from one system to another. This was automated and they were able to move to roles that actually helped customers.

I think my (apologies for taking a while to get there) point is that you can look at digitization and automation as a cost cutting exercise to improve the bottom line or instead view it as a way to invest in and improve the customer experience. Information Technology as margin-defense is a short-term benefit, while IT as a value-driver is a long-term one.

"offensive operations, often times, is the surest, if not the only (in some cases) means of defence" --George Washington