THINK Week in Review: The “AI/Human” Edition

Artificial intelligence is becoming good at many “human” jobs—diagnosing disease, translating languages, providing customer service—and it’s improving fast. This is raising reasonable fears that AI will ultimately replace human workers throughout the economy. But that’s not the inevitable, or even most likely, outcome. Never before have digital tools been so responsive to us, nor we to our tools. While AI will radically alter how work gets done and who does it, the technology’s larger impact will be in complementing and augmenting human capabilities, not replacing them. How Humans and AI are working together in 1,500 companies. “Organizations that use machines merely to displace workers through automation will miss the full potential of AI. Such a strategy is misguided from the get-go. Tomorrow’s leaders will instead be those that embrace collaborative intelligence, transforming their operations, their markets, their industries, and—no less important—their workforces.” 5 Key trends revolutionizing the Customer Experience in Banking. “What younger consumers expect from parents and employers, they now also expect from their banks: helicopter banking. Banks that can pull off this great balancing act – with the right mix of technology, products, service, education and outreach – are poised to see outsized growth as the great wealth transfer gets underway. Obviously, many banks are not today outfitted for such a task. But with industrywide digital transformation underway and the arrival of feature parity (and, soon, open banking), it has never been easier or more affordable for banks to rapidly upgrade their systems and add capabilities.” Where most companies go wrong in Digital Transformation. “Executives’ mind-set must shift to approaching digital transformation as a journey. This is fundamental to success. Unlike transformation initiatives of the past, digital transformation is not an event that happens. It’s a journey with a road that never ends. It will continue – potentially indefinitely, but certainly for three to five years or longer.” Customer-focused KPIs fuel the future of business. “Recent research from MIT Sloan Management Review and Google shows a surprising pattern in executives’ use of key performance indicators (KPIs) to manage and lead their organizations. But what sets leading companies apart is not so much the number of metrics they track but how they use them to better engage customers – and thereby grow their businesses.” Why bad technology dominates our lives. “We must change our mind-set from being technology-centric to become people-centric. Instead of starting with the technology and attempting to make it easy to understand and use, let us take human capabilities, and use the technology to expand our abilities. We need to return to one of the core properties of human-centered design: solve the fundamental issues in people’s lives.” In praise of slowness: Challenging the cult of speed. “Fast eats time. One consequence of fast is that we make poor decision after poor decision. Those decisions don’t go away never to be seen again. It’s not like we make a bad decision and we’re done with it. No, the consequences are much worse. Poor decisions eat time. They come back to haunt you. They create issue after issue. They feed into the perpetual motion machine of busyness. And in a culture where people wear busyness as a badge of honor bad decisions actually lead us to think that we’re doing more.” How to make this the summer of missing out. ““We see time and time again that the constant distraction is making people feel very unhappy,” said Ashley Whillans, a behavior scientist, who has been studying the relationship between happiness, time and money. All of which means missing out can be a good thing. But how best to do it?”