Acting on the Artificial Intelligence Imperative: Insights from Industry Leaders

Artificial Intelligence (AI) is no longer a futuristic concept but a critical component of today’s business strategy. The recent panel discussion at the Smarter Services™ Executive Symposium, moderated by Brad Myers, Director and Professor at Carnegie Mellon University’s Human-Computer Interaction Institute, shed light on how various industries are navigating the AI landscape. The panel featured Haroon Abbu, SVP of Digital Technology & Data Analytics at Bell + Howell; Scott Day, COO at Crane1; Tim Simeone, AVP of AI and Digital Products at Safelite; and Tracy Hewitt, VP of Data Products and Monetization at DISH Network.

Current AI Landscape and Implementation Stages

The discussion began with an exploration of the current stage of AI implementation across different organizations. According to the 2024 Service Leaders Agenda survey, AI has surged to become the top planned technology investment, a notable increase from the previous year. Each panelist shared their organization’s approach and stage in AI deployment:

• Tracy Hewitt of DISH Network emphasized that their focus is on scaling AI solutions. They have moved beyond proof-of-concept and are exploring ways to integrate AI into their business operations effectively. Hewitt highlighted the importance of operationalizing AI and ensuring that predictive models built in sandboxes can be seamlessly integrated into business processes.
• Tim Simeone from Safelite discussed their journey with AI, noting that while they have had machine learning models in place for years, they are now venturing into generative AI solutions. Simeone described their efforts as being in the sandbox phase, with many proof-of-concept models ready for scaling.
• Haroon Abbu at Bell + Howell shared that their AI initiatives are focused on scaling and data management. They have invested significantly in technology and are at a stage where they are preparing for broader implementation.
• Scott Day from Crane1 highlighted the role of AI in transforming their business model. Day stressed that AI is a tool to achieve business objectives rather than an end in itself. Their AI strategy includes enhancing data collection, managing AI talent, and deciding between building or buying AI expertise.

Investment Focus and Operationalization

When it comes to operationalizing AI, panelists highlighted several key areas of investment:

• Tracy Hewitt mentioned the importance of investing in data management and AI talent. She emphasized the need for data scientists and product managers who can translate AI solutions into customer value.
• Haroon Abbu talked about the significance of data transformation and ensuring that AI projects are built on a solid foundation. He noted that while they are beyond the proof-of-concept stage, ongoing data quality improvements are essential for successful AI implementation.
• Scott Day underlined the necessity of integrating AI with business goals. He noted that AI should support the broader business strategy and not just be implemented for the sake of innovation.

Metrics and AI Impact

The discussion also touched on how AI affects key performance indicators (KPIs) and business metrics:

• Haroon Abbu highlighted that AI’s impact goes beyond traditional metrics like profit. It enables scaling and creates new revenue models, which can be challenging to quantify but are essential for understanding AI’s value.
• Scott Day pointed out that as AI evolves, the metrics for success will shift. For example, AI’s effectiveness in customer interactions might eventually be measured by its ability to achieve objectives rather than just traditional KPIs like average response time.

User Experience and Change Management

Understanding user needs and managing the transition to AI-driven processes were also key discussion points:

• Tim Simeone emphasized the importance of continuous collaboration with users. His team employs agile methodologies to ensure that AI solutions are developed with ongoing feedback from internal stakeholders.
• Tracy Hewitt stressed the need for clear communication with customers about AI’s role and benefits. Ensuring that customers understand and can effectively use AI technologies is crucial for their successful adoption.

Addressing Ethical Concerns and Well-Being

Ethical considerations and the impact of AI on employee well-being were significant topics:

• Haroon Abbu and Scott Day acknowledged the need for responsible AI practices. They discussed the importance of involving stakeholders in the AI development process and addressing concerns about AI’s potential to displace jobs.
• Tim Simeone highlighted how AI can reduce the burden of mundane tasks, allowing employees to focus on more meaningful work. This shift has the potential to improve job satisfaction and mental well-being.

Conclusion

The panel provided a comprehensive overview of the AI landscape, highlighting the importance of scaling AI solutions, investing in data and talent, and addressing ethical concerns. As AI continues to evolve, organizations must navigate these challenges with a focus on achieving business objectives, enhancing user experiences, and fostering a positive work environment.

As AI continues to shape the future of business, staying informed and proactive in its implementation will be key to leveraging its full potential.

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