As businesses increasingly pivot towards artificial intelligence (AI) transformation, industry experts are suggesting that effective leadership in this area is paramount to achieving desired outcomes. The push towards AI is becoming a central focus for many organisations, moving away from traditional digital transformations. Recent insights from leaders in various sectors highlight strategies that can help companies embrace this emerging technology successfully.
Gabriela Vogel, a senior director analyst in the Executive Leadership of Digital Business practice at Gartner, emphasised the significance of collaboration between different executives. In an interview with ZDNet, she stated, "CIOs who don't understand the focus on value -- and make promises about AI without thinking about what they are getting involved with -- might not stay at the top." She noted that while Chief Information Officers (CIOs) often spearhead AI initiatives, Chief Financial Officers (CFOs) are increasingly interested in understanding the financial implications and potential revenue models associated with AI. Vogel described the CFO as “the best partner you could have now,” in transitioning AI capabilities into tangible business benefits.
Additionally, the establishment of a working group to assess AI's potential can provide a framework for evaluating its integration within an organisation. James Fleming, the CIO at the Francis Crick Institute, shared his approach, saying, "There's got to be a degree of leading from the front and making it OK for your team to think about these questions and become experts in them." His institute created a cross-functional working group to explore various use cases for AI, addressing questions about its application and assessing investment options. While the group did not identify a major initiative warranting significant investment in generative AI, it found smaller, practical applications that could enhance existing processes.
The upcoming Paris 2024 Olympic and Paralympic Games offers another context where AI can optimise resources effectively. Bruno Marie-Rose, the chief information and technology officer of the organising committee, highlighted the importance of strategic planning in this endeavour. With the event just four years away, Marie-Rose indicated the necessity of harnessing data to maximise resource utilisation, illustrating examples such as optimising space in the Media Centre based on event requirements.
Despite the potential benefits, employees often express concerns about job security and the implications of AI on customer satisfaction. Ollie Wildeman, vice president of customer services at Big Bus Tours, articulated these fears, noting that front-line staff, their managers, and stakeholders typically exhibit apprehension over AI's introduction. However, he highlighted that the implementation of AI-powered tools has not only eased the workload of employees but also enhanced the quality of customer interactions. “We’re using our agents for more things, more value,” he explained, demonstrating how AI allows for more personalised customer engagement rather than merely addressing straightforward queries.
Moreover, the management of data quality is crucial for the success of AI initiatives. Jon Grainger, CTO at legal firm DWF, elaborated on the necessity of well-managed data, stating, “You can't do stuff without your data being right.” He explained the firm's strategy of ensuring that generative AI is fed with high-quality data to yield reliable outcomes. With the introduction of Microsoft Copilot for tasks such as meeting transcriptions, Grainger underscored the importance of creating structured data environments to prevent the “poisoning of the well,” thereby facilitating better AI performance.
As the landscape of business technology continues to evolve, these insights shed light on effective strategies for AI implementation, emphasizing the role of leadership, collaboration, and data governance in navigating the complexities of this transformative journey.
Source: Noah Wire Services