This webinar will showcase the results of an international research study commissioned by WP Engine through Dr. Chris Brauer at the University of London, which explored the perceptions of consumers and enterprises about the use of AI through the lens of both value and values. Register for the on-demand version here: https://hs.wpengine.com/webinar-ai-path-to-more-human-web

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Dr. Chris Brauer, University of London
Eric Jones, WP Engine
Value and values: AI and the path to a
more human web

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What You’ll Learn
● Top things enterprises are realizing from AI implementation
● Top values consumers want to see from enterprises
● How to put the above into practice

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Ask questions as we go.
We’ll answer as many questions as we can after
the presentation
Slides and recording will be
made available shortly after
the webinar
Use the “Questions” pane
throughout the webinar

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● D
Nick Goodrum
Dr. Chris Brauer
Director of Innovation
University of London
● Announced birth of Princess Charlotte of
Cambridge to 600M viewers on China
Central TV
● Spent 14 days crossing the Canadian
arctic with a dog sled team
● Was deckhand on the Oosterschelde
3-masted schooner in the worst storm in
the North Sea in the last 15 years
Eric Jones
VP, Global Communications
WP Engine
● Has same number of Tour de France titles
as Lance Armstrong
● Favorite quote: “I know I asked for ice but
this is ridiculous” John Jacob Astor (said at
the bar on Titanic)
● Favorite word is “smock”

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Challenge with AI

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Another Path

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The research uses a mixed-method approach to investigate the challenges and solutions when
dealing with AI and human digital experiences on the web. An in-depth literature review of academic,
industry, and media sources is utilized to form initial thinking, expand the hypothesis, and inform us
about key issues and opportunities identified in the report. Subject Matter Experts were interviewed
to inform the initial concept and model. Further experts were interviewed to discuss the survey
findings, challenges, and recommendations of real-time experience in developing AI-enhanced digital
experiences on the web. Enterprise survey focuses on the enterprise perspective (200 US
respondents) and consumer survey of 1000 US consumers. Data was analyzed using complex variable
+ single variable analysis.
Research Methodology

14. Personalization
Accuracy
Revenue + Customer
Satisfaction
Data Exchange
Responsibility
Consideration
Meaning
Fairness + Diversity
Engagement
The Value and Values of the Elements of AI Powered Digital Experiences
VALUES
VALUE

15. 15 CONFIDENTIAL
93.5% of
respondents who
are using AI to
power digital
experiences see a
positive ROI
The Value of AI in Digital Experiences

16. 16
“ The level of satisfaction that you can derive from the advice our company gives you is a function of the trust you have in the
system. The more you trust us, the more satisfied you will be and the way for us to build trust is obviously to behave in a
trustworthy way.”
- Matteo Berlucchi, CEO & Founder, Your.MD
The Values of AI in Digital Experiences

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Element 1
Personalization

18. 18 CONFIDENTIAL
The Value of
Personalization
Personalization
Revenue + Customer
Satisfaction

19. 19 CONFIDENTIAL
The Values of
Personalization
Personalization
Accuracy

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Element 2
Data Value Exchange

21. 21 CONFIDENTIAL
The Value of
Data Exchange
Data Exchange
Consideration
Do you expect to receive good value in exchange
for the data you share with companies?

22. The Values of
Data Exchange
Data Exchange
Responsibility
“What space for human freedom is there in a world where we see humans more
and more as physical phenomena to be observed, mapped, nudged, prodded,
and quantified than ever before? What are the power dynamics we are creating
through these data-centric systems?”
James Kingston, Senior AI Researcher at CognitionX

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Element 3
Meaningful Experiences

24. 24 CONFIDENTIAL
The Value of
Meaningful
Experience
Meaning
Engagement
of enterprises we surveyed
indicated they use AI to create
emotionally evocative
experiences for users
plan to increase the use of
AI to create more
meaningful experiences
84.5% 90.5%

25. 25 CONFIDENTIAL
The Values of
Meaningful
Experience
Meaning
Fairness +
Diversity
“A lot of organizations are successfully building the tools but then failing. So
what’s next? It will swing back to the people – to the ethics and bias debates.
The human aspects are going to become more important because the technology
is mature. It's time for the people to make it happen. It becomes about the
people that use it.”
Evan Shellshear, Head of Analytics, Biarri
Elements of Meaningful Experiences

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Next Steps

27. What to do next
People
Put people at the center of your AI
strategy
Dr. Simon Moore says there is one obvious mistake
that is commonly made when working with AI: AI
developers are “trying all these sophisticated
techniques and engines and they're missing the
fundamental understanding of how humans work”
Utility
Provide real utility
In many cases the simplest solution is best, as
users don’t want a radical redesign of an
experience.
Leverage the strengths of AI while letting humans
do what they do best
Challenges
Start with the Problem
What business challenges can you now solve with
AI? Raise it to the top and start small.
Data
AI insists we get our data in order
You need proper data governance, data
management, and a data strategy in place before
you can solve your problems via AI or ML.
Values
New tech, new values
“You have to consider a range of factors, you need
to inquire who are you, what do you actually want
to do, what world are you operating in, what are
your values or your constraints, what are your
incentive structures, what does that actually mean
in practice…”
Fairness
Informative + meaningful
The research indicates that consumers want
something more than just emotional interaction.
They ultimately want fairness.

28. Open your algorithms

29. Don’t be evil

30. Beware historical data sets

31. Use only what you need

32. Data Minimization Principles

33. Customer Inspired

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In Conclusion

35. Move 37
Move 78 &
“God’s Touch”

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Inquiring minds want to know.
Questions and Answers.
* Slides, recording and resources will be made available within
the next several days

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Resources.
US AI Research Landing Page
ANZ AI Research Landing Page
Ebook: Building Better Digital Experiences with AI

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Join us!
https://wpeng.in/summit-eu/

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Next Up.
Register Now:
https://wpeng.in/gen
esisamp/
Wednesday, Oct. 9
11:00 a.m. CDT,
12:00 p.m. EDT,
9:00 a.m. PDT,
17:00 UTC/GMT

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Thank You.