Post by Dorian Kröhl

I read an interesting article about IKEA: When AI chatbots took over work previously done by around 8,500 people, the story wasn’t about replacing people or the operational saving of $13 million. It was about moving ALL OF THEM into new customer-focused roles that generated $1.3 billion (yes, billion!) in sales. Leading Customer Experience and Privacy, this reminded me that the best use of technology isn’t just efficiency. It’s creating better outcomes for customers while also creating new opportunities for your employees: win-win. AI will keep changing the way we work, but the real opportunity is making sure progress is a win for both customers and employees 🤝. And a shout-out to the AI and Automation rock stars in my team at Aura, who approach this in a very similar way, using technology not just to do things faster, but to create better experiences for customers and better opportunities for people: Adam Morris, Lowrah Jessica Mbundu, Jay Kong CSM, CSPO and Brian Houser 👏 https://lnkd.in/eFeT9Z-v