Brainfood Consulting

Here's another Gartner insight following the one I published yesterday on knowing when to use GenAI. This time it's consumer side insight. Something we all know from the days of IVR onwards. An issue that essentially boils down to a single design question: Who Benefits? The 5,000+ respondents to Gartners' survey show low trust in brand motivations. No doubt based on common perception and personal experience that automation is more about organisational benefit than about making their own outcomes easier to reach. Of course, it's avoidable. Human Centered Design (HCD) would ensure that. But it's clear much more primary education at executive level is still needed. Anyone interested getting it right this time round? #servicedesign #ROI #AI

Getting to the value of something is never a straight path. But often follows a similar route as suggested in the image below. We know what's coming. Here's some of the latest breadcrumbs. 2,500 global C-suite executives, full-time employees and freelancers have just been surveyed. Results show that the optimistic expectations about AI's impact are not aligning with the reality faced by many employees. The study identifies a disconnect between the high expectations of managers and the actual experiences of employees using AI. Surprise surprise! Despite 96% of C-suite executives expecting AI to boost productivity, the study reveals that, 77% of employees using AI say it has added to their workload and created challenges in achieving the expected productivity gains. Not only is AI increasing the workloads of full-time employees, it’s hampering productivity and contributing to employee burnout. Nearly half (47%) of employees using AI say they don’t know how to achieve the expected productivity gains their employers expect, and 40% feel their company is asking too much of them when it comes to AI. Workers are feeling the strain from rising productivity demands, with one in three full-time employees saying they will likely quit their jobs in the next six months due to feeling overworked and burnt out. The majority of global C-suite leaders (81%) acknowledge they have increased demands on their workers in the past year. Consequently, 71% of full-time employees are burned out, and 65% report struggling with their employer’s demands on their productivity. This direction is not inevitable. Nor the time and cost of recovery. But it does rely of wise leadership with the capacility to self educate on the dynamics of a new disruption, see through market hype and reflect on what's needed to support everyone's success. Otherwise the wisdom of ages kicks in. My contribution to this right now is education. Brian Manusama and I have just completed the voiceover to 'AI for Non Technical Minds' that aims to upskill CX and Service teams on the tech, topics and transformation pathways. Aiming for it to be ready for Q4. If you want a 'Course Now Alert', you can use this service https://lnkd.in/gggk_kNv #troughofdisillusionment #expectations #realism #wisdom

I see two core questions at the heart of current debate around AI. The first is whether AI can replace a human workforce. The second is how fast that could happen. It boils down to what unique value humans add and where to focus it in the future. Let’s start with a dive into the first topic. https://lnkd.in/eFRTS8BH

It's become increasingly clear that customers expect access to human delivered conversation and resolution: whatever their attitude or active use of self-service, GenAI bots etc. That capacity has been frequently overwhelmed since COVID. And latest research confirms inbound volumes are set to keep growing. So having an intentional strategy towards optimising existing headcount becomes a new mission. This article explores what it takes to protect it and embed it. hashtag #humanservice #wanttotalktoaperson #optimisingcapacity #contactstrategy #NLP #analytics #abrainfoodservice https://lnkd.in/eDjrd7Au

Options that help you deepen empathy competencies for customer and colleague engagement #empathy #empathyatwork #empathyindesign https://lnkd.in/eCmkCejA