More robots than humans
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The document discusses the rise of robots and automation and its impact on jobs and the customer experience. It notes that robots will increasingly take over more jobs as capital becomes more powerful. Middle-skill jobs like accounting will be among the first to go. However, robots also cannot consume goods and services. The document also discusses how customer experience is increasingly emotional and engagement drives over 50% of experience, yet most organizations focus only on rational/transactional aspects. It questions companies on measuring their emotional engagement and value.
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62
September 25, 2017
“It’s about what you
do to communicate
to people why
these things are
important. It’s not
about a tweet”
Megan Murphy: Artificial intelligence. People may not know that IBM
doesn’t call it AI. They call it “cognitive computing.” Tell us why that is.
Ginni Rometty: I have actually had to explain this to my husband
as well, because he said to me, “Ginni, of all words, why cognitive?” It
was really a very thoughtful decision. The world calls it AI. There’s so
much fearmongering about AI. When we started over a decade ago,
the idea was to help you and I make better decisions amid cognitive
overload. That’s what has always led us to cognitive. If I considered the
initials AI, I would have preferred augmented intelligence. It’s the idea
that each of us are going to need help on all important decisions. I’m
always reminded of an interesting statistic: When you’re asked what
percentage of your decisions are right, what percentage would you get?
What would it be?
A study said on average that a third of your decisions are really
great decisions, a third are not optimal, and a third are just wrong.
We’ve estimated the market is $2 billion for tools to make better deci-
sions. That’s what led us all to really calling it cognitive and getting
The leader of America’s oldest tech
company talks to Bloomberg Businessweek
Editor Megan Murphy about the
promise and threat of AI (and Watson),
Charlottesville, and being a role model
Ginni
Rometty
CEO, IBM
Photograph
by Stephanie
Sinclair
through to people that, “Look, we really think this
is about man and machine, not man vs. machine.
This is an era—really, an era that will play out for
decades in front of us.”
The world discovered IBM’s Watson after the
computer system beat human competitors and
won $1 million on Jeopardy! It’s named after your
company’s first CEO. What does Watson mean for
the future of AI—and for your business?
Everything you know until today is program-
mable—an entire era for decades has been pro-
grammable. Watson would be the beginning of
a new era where you didn’t program. Machines
would look at data, understand, reason over it,
and they continue to learn: understand, reason
and learn, not program, in my simple definition.
That to us is a very big difference between what
◼ DEBRIEF
63
Bloomberg Businessweek Month 00, 2017Bloomberg Businessweek Month 00, 2017Bloomberg Businessweek Month 00, 2017
6464
you might experience in what I call consumer AI—that is,
general purpose—vs. business. We set out to build an AI plat-
form for business.
There would be two big differences between business and
consum.
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These big waves of change are the result of a “perfect storm” of sorts -- the convergence of three “hard trends” of exponential technological innovation, the demographic shift as baby boomers retire, and globalization. Key challenges facing accounting and finance professionals are automation and digital transformation, succession and talent shortages, a “brain drain” as experienced people retire, business model changes, and the increasingly VUCA world (that’s volatility, uncertainty, complexity and ambiguity) in which we find ourselves.
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2. Anticipate: Learn the critical competency of anticipation. Only those who constantly try to anticipate change will survive when change happens.
3. Collaborate: The collaboration curve is quickly replacing the experience curve. Who you know is replacing what you know.
4. Learning is the next competitive advantage: As Fast Company editor Robert Safian wrote, “the most important skill is the ability to acquire new skills.”
5. Protect the core: When everything is changing, it is important to know what should not change. Purpose and values for individuals and organizations should serve as that anchor or grounding.
6. Make time for the future. Your time and those of your people will be your number one challenge, and nothing will change if you are overwhelmed and too busy.
The hard trends are forming these big waves of disruption and change. Surf's Up - Are you ready?
SMASH Keynote: The Infinite Future
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More robots than humans
- 1. Robots or Humans? #KcomCWO Mark Pritchard @jamstech @kcomconnected #KcomCWO
- 2. ―Just Give me What I Want‖ Key Improvement (vs talking to live person) Price Main Factor when using Company Again Main Concern when Contacting a company Spending less & Expecting More Think No One gives Great Customer Service Ipsos Mori: all GB adults (1,022) aged 16-75, 21 to 25 June 2013
- 3. The Economist’s View ―Increasingly, robots will take over more and more jobs. People with money will own the robots so capital will become ever more powerful and labor will become ever more worthless. Those without money—most of us—will live on whatever crumbs the owners of capital allow us‖ Kevin Drum – May/June Issue Mother Jones Economist David Autor: middle skill jobs will be the first to go (accounting)
- 4. Man Vs Machine? “He’s awesome” “I felt an emotional connection” “cool – especially his arms and shoulders” “Everyone should have one”
- 5. Customer Service Choices – Linked to Brand ―Amazon is the most reputable company in America, according to an annual survey conducted by Harris Interactive. The Economist – Feb 2013 Price “Emotional engagement accounts for over 50% of customer experience. Most organisations are transactional focusing on rational aspects of the experience” Beyond Philosophy by Colin Shaw Customer Experience
- 6. Emotional Engaging Experiences? • What’s the Emotion Score of your Company? • Net Emotional Value (NEV) linked to NPS and CSAT
- 8. Signs of the Rise of the Robot • Economist Paul Krugman: capital vs labour shift has already started Kevin Drum: Corporations should worry too. Robots can produce goods & services but they can’t consume them Economist Stuart Staniford on when robots will take over – May/June Economist
- 9. Do you think that there will be more robots than humans by 2030? What role does automation play in the delivery of an optimised customer experience?
Editor's Notes
- Accounting is rule basedPolice/Military is rule based. Drones controlled by humans. Automation controlled by humans in factories ie car manufacturing. Robots in cages as dangerous but new research says slow the robot down and do more with human and robot together. Take robot out of cage/safety? Driverless cars now safe but insurance issues.
- Machine to machineMachine to humanHuman to machineProms booking system “fiasco” – 4 hour wait for tickets. Could have been automatedMacdonalds drive through robotYo_sushiElectronic waiters
- Emotional engagement accounts for over 50% of customer experience. Most organisations are transactional focusing on rational aspects of the experienceColin is founder and CEO of Beyond Philosophy. $ best-selling books. Wrote about this in first book in 2002!@ColinShaw_CXFirst client was Yorkshire WaterHuman and machineAndroid brothels could be reality by 2050Tamagotchi virtual petFurby