WEBVTT

00:00:00.000 --> 00:00:01.209
Sharon, Deb, welcome.

00:00:01.209 --> 00:00:03.336
Delighted to be in conversation
with the both of you this

00:00:03.336 --> 00:00:03.712
afternoon.

00:00:03.878 --> 00:00:05.255
Let's jump right into things.

00:00:05.255 --> 00:00:08.591
Sharon, we have seen a
tremendous innovation in the AI

00:00:08.591 --> 00:00:10.427
space over the last year or so.

00:00:10.593 --> 00:00:13.555
Talk to me specifically about
the effects of generative AI on

00:00:13.555 --> 00:00:14.389
today's workforce.

00:00:15.265 --> 00:00:16.516
Great, thank you for that
question.

00:00:17.183 --> 00:00:21.521
You know BCG has done some
recent research on that and what

00:00:21.521 --> 00:00:26.359
we found in our research, and we
surveyed 13,000 employees across

00:00:26.359 --> 00:00:31.072
the world, across 18 countries,
and we looked at 1,400 different

00:00:31.072 --> 00:00:33.783
skill sets, and across 12
functions.

00:00:33.783 --> 00:00:38.163
And what we found is, in time,
over time, 60% of all jobs will

00:00:38.163 --> 00:00:38.663
change.

00:00:38.997 --> 00:00:42.625
Now the sequencing of that and
the impact of that will vary,

00:00:42.625 --> 00:00:46.546
but there's going to be enormous
change and opportunity, in fact,

00:00:46.546 --> 00:00:48.048
created by generative AI.

00:00:48.506 --> 00:00:52.385
Another study BCG did actually
with our own people, our own

00:00:52.385 --> 00:00:56.389
consultants, 750 of them, was
super interesting because what

00:00:56.389 --> 00:00:59.392
we found was a rapid
acceleration in terms of

00:00:59.392 --> 00:01:03.271
content, creation, which is
amazing, and the creativity of

00:01:03.271 --> 00:01:06.316
the output was 90% better than
typically done.

00:01:06.316 --> 00:01:09.360
But what we also found was a
deterioration in terms of

00:01:09.360 --> 00:01:11.279
business and analytical
judgement.

00:01:11.696 --> 00:01:14.783
And so I think the implication
for business is we have to be

00:01:14.783 --> 00:01:17.786
very mindful in terms of not
only the technology, which is

00:01:17.786 --> 00:01:20.705
super important, but also the
change management journey.

00:01:22.999 --> 00:01:27.128
It cannot be understated the
potential for AI. Deb, I do want

00:01:27.128 --> 00:01:28.129
to turn to you.

00:01:28.379 --> 00:01:30.340
You work with clients across the
Americas.

00:01:30.465 --> 00:01:33.760
What have you gleaned in terms
of the value that AI can unlock?

00:01:35.053 --> 00:01:35.428
Thank you.

00:01:35.470 --> 00:01:36.888
And it's been pretty remarkable.

00:01:36.888 --> 00:01:39.224
So I will first say the
opportunity is enormous and so

00:01:39.224 --> 00:01:41.810
most customers are thinking
about a few very simple things.

00:01:42.185 --> 00:01:45.563
How do I improve productivity,
improve efficiency, create a

00:01:45.563 --> 00:01:48.691
business outcome, or really
create innovation that will

00:01:48.691 --> 00:01:50.151
bring new revenue streams.

00:01:50.151 --> 00:01:51.402
So that's really their focus
areas

00:01:51.402 --> 00:01:53.947
when they think about AI, and
I'll categorize it kind of

00:01:53.947 --> 00:01:54.572
pretty simply.

00:01:54.572 --> 00:01:57.408
And so we think about it in the
context of knowledge capacity or

00:01:57.408 --> 00:02:00.203
knowledge learning similar to
what Sharon was saying, you have

00:02:00.203 --> 00:02:02.664
so much access to content and
you can do it so quickly.

00:02:02.789 --> 00:02:05.583
It gives you this opportunity to
be more creative, to find more

00:02:05.583 --> 00:02:07.252
information, and to be more
efficient.

00:02:07.627 --> 00:02:10.797
Our customers also think about
use cases like call centers or

00:02:10.797 --> 00:02:13.883
contact centers. That I would
say is the single biggest area

00:02:13.883 --> 00:02:17.053
that our customers are focused
on because it's an opportunity

00:02:17.053 --> 00:02:18.930
for us to serve our customers
better

00:02:18.930 --> 00:02:21.724
when you use chatbots and
virtual agents, you can prompt

00:02:21.724 --> 00:02:24.561
agents to respond in certain
ways given what's happening.

00:02:24.561 --> 00:02:27.522
Then they learn faster, then
they have an opportunity to be

00:02:27.522 --> 00:02:30.567
more consistent, and then of
course we have an opportunity to

00:02:30.567 --> 00:02:32.819
increase productivity and
efficiency as well.

00:02:32.819 --> 00:02:35.280
So it's both making it better
for the customer and it's also

00:02:35.280 --> 00:02:36.573
making it better for the agent.

00:02:36.573 --> 00:02:38.992
So we're actually seeing the
agents are happier in their job

00:02:38.992 --> 00:02:41.286
because they're being able to
support their customer in a

00:02:41.286 --> 00:02:42.912
better way, which we think is
incredible.

00:02:43.079 --> 00:02:45.165
And then you also see things
across operations.

00:02:45.165 --> 00:02:47.167
So we look at supply chain and
operations.

00:02:47.333 --> 00:02:49.294
How can we learn from data?

00:02:49.586 --> 00:02:52.505
The part about getting access to
data that people couldn't get

00:02:52.505 --> 00:02:55.216
access to before and actually
reason over it in a way that

00:02:55.216 --> 00:02:57.635
creates value is probably the
single biggest unlock.

00:02:59.179 --> 00:03:03.183
There's a lot to be said about
AI's potential to make drudge

00:03:03.183 --> 00:03:04.100
work obsolete.

00:03:04.517 --> 00:03:07.478
Certainly, efficiency is the
biggest use case. Drawing from

00:03:07.478 --> 00:03:08.730
both of your experiences,

00:03:08.730 --> 00:03:12.567
however, what are the key issues
you and your partners have to

00:03:12.567 --> 00:03:16.029
solve in order to really yield
AI's very full, very vast

00:03:16.029 --> 00:03:16.654
potential?

00:03:16.654 --> 00:03:19.199
Deb, let's kick off with you.
Sounds great.

00:03:19.199 --> 00:03:22.202
Well, I think first, you know
what we would say is, try it,

00:03:22.202 --> 00:03:22.493
right?

00:03:22.493 --> 00:03:24.996
So one, you want to unlock the
productivity with using things

00:03:24.996 --> 00:03:25.580
like Copilots.

00:03:25.580 --> 00:03:27.707
It's an opportunity for
everybody to lean into

00:03:27.707 --> 00:03:30.752
something, it's easy to interact
with, and you'll learn from that

00:03:30.752 --> 00:03:31.252
experience.

00:03:31.461 --> 00:03:33.338
Second is building your own
capability.

00:03:33.338 --> 00:03:36.007
So the beautiful thing about
this new wave of AI is you have

00:03:36.007 --> 00:03:37.592
the capability to build it
yourself.

00:03:37.592 --> 00:03:40.929
So whether that's apps or areas
that you can expand capability

00:03:40.929 --> 00:03:43.806
for your own business, it's
really, really compelling.

00:03:44.182 --> 00:03:47.185
And three I would say is take
care of your data, take care of

00:03:47.185 --> 00:03:49.938
your governance, make good
decisions, make sure you have

00:03:49.938 --> 00:03:52.982
knowledge around the way that
you're convening information and

00:03:52.982 --> 00:03:54.651
you're driving your
organization.

00:03:54.817 --> 00:03:57.695
Nothing is more critical to
making sure you have governance

00:03:57.695 --> 00:04:00.782
and you understand ethics around
AI and how your business wants

00:04:00.782 --> 00:04:01.324
to operate.

00:04:01.324 --> 00:04:04.494
So I think one of the neatest
things about this is the way the

00:04:04.494 --> 00:04:05.578
ecosystem is growing.

00:04:05.578 --> 00:04:08.706
So it's not just technology
companies, it's expanding across

00:04:08.706 --> 00:04:11.709
all types of companies across
the world and I think that's

00:04:11.709 --> 00:04:12.335
really cool.

00:04:12.335 --> 00:04:15.004
So for Microsoft, that is an
ecosystem opportunity for us and

00:04:15.004 --> 00:04:17.715
it's actually one of the things
we're super excited about with

00:04:17.715 --> 00:04:17.882
BCG.

00:04:17.882 --> 00:04:20.343
It's an awesome partnership and
it allows us to really bring

00:04:20.343 --> 00:04:21.594
this to life for our customers.

00:04:21.594 --> 00:04:23.888
We'd love to hear from you.

00:04:23.888 --> 00:04:24.472
Yeah, thank you.

00:04:24.764 --> 00:04:29.519
So the ecosystem is critical in
terms of unlocking the potential

00:04:29.519 --> 00:04:29.978
of AI.

00:04:29.978 --> 00:04:32.772
And I'm so happy and proud of
our partnership with Microsoft

00:04:32.772 --> 00:04:35.358
on this journey and actually
thinking about some of the

00:04:35.358 --> 00:04:36.526
impact we've already had.

00:04:36.526 --> 00:04:39.404
You know, whether it's
accelerating customer insights

00:04:39.404 --> 00:04:42.532
for one of our key clients and
one of your key clients, or

00:04:42.532 --> 00:04:45.034
whether it's actually
reimagining the customer

00:04:45.034 --> 00:04:47.578
journey, you  mentioned that as
a key use case.

00:04:47.829 --> 00:04:50.290
And I think we're already seeing
results in that area.

00:04:50.873 --> 00:04:52.959
So I'm super excited about
what's to come.

00:04:52.959 --> 00:04:55.586
And then in particular, I'll
just call it healthcare.

00:04:56.004 --> 00:04:59.549
I think there's an enormous
opportunity in healthcare and

00:04:59.549 --> 00:05:03.469
we've worked together on a great
paper, and in terms of looking

00:05:03.469 --> 00:05:07.432
at biopharma and looking at the
core processes, and what's super

00:05:07.432 --> 00:05:10.601
interesting is there's an
opportunity to unlock and

00:05:10.601 --> 00:05:14.272
increase both efficiency and
effectiveness of each of those

00:05:14.272 --> 00:05:17.358
core processes across the
pharmaceutical industry.

00:05:18.026 --> 00:05:21.946
One in particular I'll highlight
is BCG worked very deeply with

00:05:21.946 --> 00:05:25.491
one of the big biopharma
companies and we were working on

00:05:25.491 --> 00:05:26.826
their R&D process.

00:05:27.076 --> 00:05:30.496
And we looked step-by-step for
opportunities for it to be

00:05:30.496 --> 00:05:33.875
AI-enabled, and the ease of
which it could be AI-enabled,

00:05:33.875 --> 00:05:35.668
and the risk of AI enabling it.

00:05:36.002 --> 00:05:38.713
And I think what it unlocked was
enormous opportunity.

00:05:38.713 --> 00:05:41.549
And so I think taking forward
our partnership, whether it's

00:05:41.549 --> 00:05:44.218
the biopharma industry,
healthcare more broadly, or just

00:05:44.218 --> 00:05:47.180
industry more broadly, I think
there's enormous opportunity in

00:05:47.180 --> 00:05:48.056
our work together.

00:05:48.848 --> 00:05:52.060
Yeah. Opportunity is the key
word.

00:05:52.060 --> 00:05:55.313
These are all very useful
insights as companies assess how

00:05:55.313 --> 00:05:58.149
they will leverage the
ever-evolving, fast-evolving

00:05:58.149 --> 00:05:58.775
technology.

00:05:58.941 --> 00:05:59.984
Thank you both for your time.