Empathy is the least important factor in the era of AI transformation, says American Express exec team

In reality, Anna MarchPresident of the Global Trade and Network Services Group at American ExpressHe said that empathy is the most under-appreciated factor in the age of AI transformation and that maintaining human connection is key to taking advantage of radical technological changes. in luck She said at the Most Powerful Women conference in Washington, D.C., on Wednesday that she finds Anthropic Cloud to be one of the most empathetic AI tools she uses: “He’s really nice to me.”

“You don’t want to code also “There is a lot of empathy out there, but we need to program some empathy into the AI,” she added.

recently studies It shows that although AI has at least some ability to show empathy, people still prefer messages of comfort from other humans. But as AI continues to develop, it may become more compassionate and empathetic studies displays.

Paula Kerger, CEO, PBSEmpathy among leaders is crucial in the age of artificial intelligence, he said, especially since “a lot of people are terrified” by the technology and pay close attention to it. To her, she said, empathy looks like continuing to build trust with consumers in the age of AI by revealing how content is created and how organizations talk about transformation.

“Some of us are very excited about the possibilities of what (AI) can do, but you don’t think about how the public will think about it and the impact it could have on trusted advice,” she said. Kerger previously discussed the technology and Transforming artificial intelligence with luck In 2023 People who aren’t riding the AI ​​wave are “not living in the right decade,” he said.

Iris Yen, chief strategy and transformation officer at the hair care and cosmetics company WoeShe says she understands workers’ fear of artificial intelligence; She only makes the necessary personnel changes in her company to avoid too much disruption.

“You don’t have to change everyone” to succeed in the age of artificial intelligence, she said. “Just put those few people in the right place and, as a leader, empower them, remove obstacles, and open up cross-functional communication. These few people can really pack a lot of punch and create a lot of momentum.”

The “three Cs” of AI transformation

Aside from empathy, said Amy Fearn, director of transformation at… Deloitte United States, three other factors are critically important in the age of artificial intelligence.

I called them the “three A’s”: Aim, Preparation, and Positioning. Defining purpose could be a goal or objective, such as improving operational effectiveness, efficiency or increasing the strength of an existing customer base, she said.

Stuart Isett/Fortune

Second, it is important that an organization is prepared to introduce AI into the workplace and its products and services. This could mean ensuring the company has the right cloud infrastructure, computing power, and data security, she said.

Finally, the CEO and the rest of the senior executives need to understand how the company will position the transformation process so that it can actually quantify and then track the ROI it achieves from AI — but ROI can look different at each company, she says.

“It’s difficult to determine the exact ROI or metric for this specific piece of agent technology,” Vern said. That’s why breaking AI conversion planning into three components can be helpful, she said.