“Just because it “can be done” doesn’t mean it “should be”

The key to true positive impact for customers and operations is detailed human review of the full impact and also that of the customers’ true experience pre and post AI implementations.

AI implementation at companies of all sizes is at a high point with some companies volunteering that they are implementing over 500 AI applications per major company. Each of these on it’s own has a powerful rationale and business case; yet the risk is that in each individual implantation, the customer experience and full operational impact could well end up worse that it was before the emergence of AI.

The reality is that to recognize the objective of the implementation, the organization needs to:

  • Full Journey Review: Walk the full beginning to end road of the customer and employees to understand the full potential of the innovation and value chain with a full beginning through the end of the customer experience and operations impact (including the unintended consequences)

  • Human-centered: Ensure you test the implementation with diversity of professionals (male and female; race, and journeys to ensure you eliminate bias and also unintended consequences)

  • Differentiation: Implement to create differentiation and value with a ‘moat’ preventing duplication by competitors; this requires innovating from a ‘responsible’ human experience vs. pure logical tech impact

  • Quantifiable Impact: Lead with creating true value solving a pain point vs. implementing AI tool because it “can be done”

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