Via Bloomberg Ford rehired over 350 veteran engineers referred to internally as “gray beards” after an aggressive AI adoption strategy backfired. Ford had been increasingly relying on AI-driven inspection systems to streamline production and address quality control issues, however the firm acknowledged that AI lacked the nuanced judgement when it came to complex problems. “We had been relying more and more on automated quality systems and not getting the desired results,” said Kumar Galhotra, Ford’s chief operating officer. “We brought…
The Tech Humanist Show: AI Augmentation vs. Automation
The Tech Humanist Show Listen: Spotify Apple Podcasts Youtube Are leaders thinking big enough—and human enough—in the AI era? Explore how AI and technology shape the human experience with Kate O’Neill and guest Brian Solis, Head of Global Innovation at ServiceNow. Discover the concept of cognitive Darwinism, AI transformation stories, leadership in the AI era, and how to drive growth while staying human-centric. Topics Covered: AI augmentation vs. automation Cognitive Darwinism and self-awareness Capacity and capability overhang in AI adoption…
The Future Economy: From Automation to Reinvention: Why Leaders Defining the Next Decade Are Prioritizing AI Platforms and People
Are your AI investments actually changing how your business operates, or are you just funding the “productivity trap”? In this insightful new article, Brian Solis (Head of Global Innovation at ServiceNow) addresses a massive elephant in the enterprise room: the transformation gap. While companies are investing billions into individual copilots, assistants, and models, very few leaders can honestly say their foundational operating models have evolved. Instead, many are accidentally creating a chaotic web of “agent sprawl”, disconnected, siloed AI tools…
Designing the AI-Powered Workplace: What Workers Want, and Why It Matters
What do real workers want from AI? And how does that differ from what AI experts think? Let’s explore an insightful study recently published by Stanford University Social and Language Technologies Lab, “Future of Work with AI Agents.” Drawing on over 2,100 tasks across 104 occupations, the research compares how workers and AI experts think about automation (what AI should do on its own) and augmentation (where AI should collaborate with humans). Two groups were surveyed: 1,500 domain workers —…
AI, Digital Darwinism, and the Tyranny of the Status Quo
Digital Darwinism: The evolution of society and technology and its impact on behavior, expectations, and behaviors. “It is not the most intellectual of the species that survives; it is not the strongest that survives; but the species that survives is the one that is able best to adapt and adjust to the changing environment in which it finds itself.” – Leon C. Megginson Transformation becomes the minimum ante to surviving evolution. At some point though, we have to stop reacting…
A Conversation About How Automation and AI Deliver Success Now for Service Teams
Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. But Salesforce Service Cloud CEO Clara Shih and VP, Global Innovation, Brian Solis see automation and AI as a solution. On this episode they explain how you can drive growth by empowering agents to do more with less, increase efficiencies by streamlining time-intensive processes, and deliver immediate cost savings to organizations across every industry. Watch to find out more!…
Are Bots Coming For Your Job? With the Right Leadership, Human-Centered Innovation Will Help You Thrive
Does it feel like robots are coming for your job? That doesn’t necessarily have to be the case. There is one thing that always differentiates us: our humanity. f you’re like most people, you probably think there’s a good chance that artificial intelligence (AI) or automation will significantly impact the global job market. Yet surveys show that most of us think these disruptive technologies are primarily going to affect someone else — someone with a skill set or an educational background that…
Customer service teams feel more empowered by automation and artificial intelligence
Via Salesforce Today’s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate and tightening operational budgets. Salesforce Service Cloud CEO Clara Shihand Global Innovation Evangelist Brian Solis see automation and AI as a solution. Why it’s important: Shih and Solis, who recently joined the Blazing Trails Podcast, discussed how service teams feel more empowered by technology, and backed their statements up with data from Salesforce’s latest State of Service report. The Salesforce perspective:…
Humanizing AI, Automation, Robotics, and the Future of Business
My friend Rob O’Regan is my editor at CIO. He invited me to participate in a clever video series produced by CIO and Lenovo, Late Night I.T. When he told me that the show would be hosted by Emmy-nominated host, and my good friend, Baratunde Thurston, I jumped in with both feet. Our particular episode focused on the state and future of artificial intelligence (AI), automation, and robotics. I was was joined by Anima Anandkumar, Director of Machine Learning Research, NVIDIA and…
Wall Street Journal Artificial Intelligence Newsletter Features Article by Brian Solis on Future of AI
CIO recently published an article by Salesforce Global Innovation Evangelist and digital anthropologist Brian Solis on the acceleration of AI and automation adoption. The article was also picked-up by WSJ’s “Artificial Intelligence” newsletter. Please read the full article at CIO Pandemic drives AI adoption. Covid-19 is driving corporate investments in AI from a “nice-to-have” capability to a full-blown business imperative for adding value to workflows, augmenting productivity and improving customer services.