The Great Disruption: Building Human-Centered Digital Futures

Episode SummaryIn this episode of Terms of Service, host Mary Camacho sits down with Mei Lin Fung, co-founder of the People-Centered Internet and a pioneer in customer relationship management (CRM). Mei Lin shares her personal journey from Singapore to MIT, her role in shaping the CRM industry, and her commitment to ensuring that technology remains a tool for human flourishing. Together, they discuss the current “Great Disruption” brought on by digital transformation, the importance of community-driven technology, and why feedback and inclusion are key to resilient societies.Key TakeawaysHuman collaboration is the foundation of societal survival and progress, magnified now by digital technologies.The “Great Disruption” refers to the rapid changes in how humans interact due to digital transformation, with both challenges and opportunities.Mei Lin’s career, including early CRM development and co-founding People-Centered Internet, emphasizes technology’s potential to empower rather than exploit.Singapore’s example shows how numerate, inclusive governance and long-term investment can enable societies to thrive.Effective leadership today requires participation, feedback systems, and learning from all voices—not just the powerful few.Topics Covered / Timestamped Sections01:30 – Introduction to Mei Lin Fung’s background and lifelong mission.03:30 – Growing up in Singapore and the impact of investing in education and infrastructure.08:56 – Early CRM days: Shaping the industry through community and engagement.12:30 – Why she answers hundreds of questions on Quora: listening to people as a leadership practice.13:15 – Defining the “Great Disruption” and how human collaboration is evolving.18:30 – Lessons from Singapore’s digital governance and health policy success.21:00 – Founding the People-Centered Internet: Technology as a tool for inclusion and equity.31:20 – Building networks of communities to experiment and grow together.36:00 – Policy leadership and shaping digital equity at the G7 level.38:15 – Mei Lin’s magic wand wish: Making participation and feedback essential to future societies.Guest Bio and LinksMei Lin Fung – Co-founder with Vint Cerf, of People-Centered Internet in 2015 is a leading voice in Digital Public Infrastructure for opportunity and community resilience. An early pioneer of Customer Relationship Management and ERP systems, while at Oracle she worked with Marc Benioff, now CEO of Salesforce as well as Tom Siebel who sold Siebel Systems - the first CRM company, to Oracle. She served as socio-technical lead for the U.S. Federal Health Futures and was honored to be business partner with Internet pioneer Douglas Engelbart. Mei Lin organized the 2024 UN Science Summit Digital Governance Series which included the UN AI Report and a rare plenary by Turing Award winner, Dr Alan Kay; The 50th anniversary of the Internet was the occasion for the celebration in Palo Alto California - with IEEE, in London - with the Royal Society, in Brussels - with the I50Y, the youth celebration, where Mei Lin served as catalyst, initiator and speaker. Today Mei Lin is the Chair of the Technical Committee on Sustainability for the IEEE, Society on the Social Implications of Technology and serves as the liaison to the IEEE Industry Engagement Committee for IEEE-USA.People-Centered InternetFollow Mei Lin on QuoraResources MentionedDouglas Engelbart’s concept of Networked Improvement CommunitiesNobel Prize-winning research on social institutions and economic developmentFurther Reading / Related EpisodesEpisode 4: “Dynamics of Digital Spaces: Rethinking Democracy Online”Episode 5: “Regenerating Social Fabric & Innovating Governance”Call to ActionCurious about how to navigate the Great Disruption and build people-centered digital futures? Listen to Mei Lin Fung’s inspiring insights and learn how inclusion, feedback, and collaboration can reshape our digital society.🎧 Listen now: Episode LinkCreditsHost: Mary CamachoGuest: Mei Lin FungProduced by Terms of Service PodcastSound Design: Arthur Vincent and Sonor LabCo-Producers: Nicole Klau Ibarra & Mary Camacho