Will AI put CX leaders out of work? Nope, but it should prompt a fundamental reimagining of the discipline, says our guest Erik Brynjolfsson. What’s at stake? “The companies within each industry that are using digital assets effectively are pulling away from their competitors,” he explains.
Erik is a professor at Stanford as well as a Senior Fellow at the Stanford Institute for Human-Centered AI, the Director of the Stanford Digital Economy Lab, the Ralph Landau Senior Fellow at the Stanford Institute for Economic Policy Research, and a Research Associate at the National Bureau of Economic Research. He’s also a co-founder of WorkHelix, a new company that provides a data-driven compensation platform for the rapidly changing work world. He’s a best-selling author and speaks around the world.
Erik’s research and thinking focuses on data-driven decisions, how AI works in business, and the intangible or digital assets of companies. Importantly, he makes useful distinctions between augmentation and automation in his work on AI. His insights offer guidance to CX professionals and other business leaders thinking about how to augment their work with machine learning and automation without automating themselves out of a job.
In this episode especially listen for:
Erik makes the case that there’s no shortage of engaging work for humans even as AI becomes more powerful.
Find out more about Erik at https://www.brynjolfsson.com
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