For Enterprise AI, Experience Outweighs the Tech

I love seeing the AI light bulb moment for folks after they’ve asked me if they should use Alpaca 12.1, Maud 52 or Spock 3.1415 as their AI engine of choice and we talk about what they’re actually trying to accomplish. As soon as the conversation shifts to empowering people the tech falls away and we can dig into how AI helps the experience. 

What should it enable someone to do? How does it help them? Where can it remove friction for humans?

AI tech is changing every single day right now but what we’re trying to do for our employees and customers isn’t. How do we craft great employee experiences so the team can deliver exceptional customer experiences that turn into the business results we want. 

AI is a key component of those meaningful experiences, but it’s just a component. I’m seeing more and more leaders embrace abstracting the components so that the AI star of today can be swapped out painlessly for the AI champion of next week (or maybe even used at the same time to bring multiple ‘great minds’ to a problem).

Are seeing people shift AI thinking to be more model agnostic or multi-model inclusive as well?