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Is AI Damaging Client Relationships?

Knownwell

Is AI damaging client relationships by ditching humans? And, if so, what can executives do about it?

Courtney Baker, David DeWolf, and Mohan Rao get to the bottom of that question in this week’s roundtable. They talk about the need to balance AI utilization with human interactions and suggest ways that AI can help us build the human relationships that companies need to thrive.

While we’re still in the early days of AI, Mohan presents an optimistic view of how AI can actually help free us up to spend more time on those higher-order activities that humans are best suited to. In response, David says there is a lot that AI can do to empower humans to be better friends, clients, and services providers. “We can absolutely leverage this technology to understand our world better and know how to relate better,” David says.

After that, Pete Buer speaks with BELAY’s Krisha Buehler about how her team at BELAY continuously experiments with AI tools so they can stay on the cutting edge of customer experience. One of the keys that Krisha cites in utilizing AI successfully is knowing your customers’ wants and needs. If they expect the human touch and aren’t yet ready for automating relational aspects of an engagement, look for ways you can utilize AI in an operational context instead.

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In the News Highlights

  • Courtney and Pete cover some of the latest AI news, including an article from The Guardian titled Workplace AI, robots and trackers are bad for quality of life, study finds.
  • Pete’s big takeaway? “It’s not the technology that’s the problem, it’s the implementation and the change management…The takeaway for leaders is to get your audience involved from the start and support them with well-equipped managers and leaders and HR business partners to keep them involved throughout.”
  • They also dig into a Forbes post from David Parker, co-organizer of Accenture’s FinTech Innovation Lab, How Financial Services Firms Can Unleash the Power of Generative AI.
  • Among the stats that Pete calls out from the article is that 90% of the startup finalists in the most recent cohort of companies being considered for the FinTech startup incubator program are to provide solutions that utilize generative AI.

Resources

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