Episode Details

AI Gone Wild and What to Do About It

Most organizations begin their AI journey with the wrong question:

What can AI do to make us more money and save us more money?

That sounds logical. It is also where many bad AI decisions begin.

When cost reduction and revenue extraction become the starting point, organizations often automate the wrong things, remove valuable human interaction, frustrate customers, alienate employees, and create technology that technically works but produces a worse experience.

Successful innovators start somewhere else.

They ask:

How can we use AI to create a better human experience while also improving the economics of the enterprise?

The best organizations are building formal Human Experience Innovation® strategies that establish a human first standard for every AI decision.

That means evaluating AI not only by efficiency, productivity, and financial return, but also by its impact on customers, employees, trust, accessibility, relevance, and the overall experience.

This creates something most AI initiatives desperately need: governance.

It provides guardrails that protect customers and employees while helping organizations identify where AI should automate, where it should augment people, and where human interaction should remain human.

The irony is that a human first AI strategy is not anti technology.

It is one of the best ways to achieve a significantly stronger return on AI investment.

The future will not belong to the organizations that deploy the most AI.

It will belong to the organizations that deploy AI in the smartest, most human centered way.

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