Future Ready Digest Vol. 2 No. 5 - 24th January 2025

The Early Bird Discount for our next AI Strategy & Management Executive Coaching Programme ends soon. Full details here:

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In this edition, we discuss generating and measuring value from Gen AI, mastering customer data strategy, CX metrics in an AI world, nine trends impacting the future of work, whether Linkedin is becoming TikTok, AI-first contact centres—please no, AI and the future of education, software engineers be warned, and labour practices in the US that hurt workers.

Interesting new research published in the MIT Sloan Management Review provides valuable insights into how businesses use Gen AI. “Despite the rapid adoption of GenAI—over 100 million users in the first two months—many companies have not yet achieved the large-scale transformations initially envisioned. Instead, they are focusing on low-risk, incremental changes that deliver immediate value while laying the groundwork for future, more extensive transformations.” Precisely the advice we provide on all of our programmes.

Three very useful articles from CMSWire……….

This is a practical guide for measuring and generating ROI from AI. It includes both tangible (hard ROI) and intangible (soft ROI) benefits, i.e., direct business benefits, and the “drivers” that help achieve these business objectives.

There is some excellent advice here. “Building a customer data strategy doesn’t just require collecting as much information as possible or having fancy dashboards that look great in meetings. Collecting the right data and turning it into actionable insights is also essential. Avoid overwhelming your business with excessive data. Focus on the key metrics that directly support your goals. Data integrity is key.?Present data through compelling narratives, not just visuals.

AI Is Rewriting the Rules of CX Metrics — Are You Ready? AI has been flipping the script on how businesses approach customer experience (CX) metrics. By harnessing AI, companies can dive deep into massive amounts of data, pulling out insights that don’t just sit on a dashboard but fuel strategies to boost satisfaction and loyalty like never before.

Via HBR – the three major challenges and nine key trends influencing the future of work, according to Gartner.

Is LinkedIn becoming TikTok?

Please no!!!!!!

We have come a long way from equating the use of AI with cheating to recognising its potential for enhancing the student learning experience based on a report from Adobe and Advanis, the Creativity?with AI in Education 2025 Report, offering valuable insights into how fostering creativity in the classroom can enhance academic achievement, career readiness, and personal growth for students.?

Marc Benioff says Salesforce might not hire any software engineers in 2025 as AI agents take on more tasks traditionally performed by humans.

How current work standards in the U.S. negatively impact employees, highlighting issues like burnout, lack of flexibility, and poor work-life balance.

You can access our previous Digest below.

As always, comments and feedback are very welcome.

Take care.

Jim H