WEBVTT

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Matt and Julie, thank you so
much for joining us here at

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Dreamforce.

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Matt, this first question is for
you.

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What are business leaders
overlooking when it comes to AI

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adoption?

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I think the key is they're
overlooking adoption, frankly.

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There's so much focus so far on
the technology—

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How do I build a tool? And how
do I give that tool to my

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employees?—that they're really
missing the fact that if I give

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a tool to an employee and they
don't use it, I don't get any

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impact.

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So you really need to focus on
the whole process of changing

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the way that people work, so
that they actually adopt, they

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actually get impact, and you
actually get something out of

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deploying AI.

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And Julie, a lot of these
conversations end up being about

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boosting productivity.

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Do you think that's more helpful
or harmful?

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It's a great question.

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It really can be both.

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It can be helpful.

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We need clear goals when we're
talking about AI.

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We need to know what we're going
after.

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But it can also be hurtful
because sometimes we focus on

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the wrong thing.

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We pick a metric that's too
small, too narrow-minded.

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What we really need to do is
open up the aperture and think

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bigger about how we reinvent
work.

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On top of that, employees don't
get excited about productivity,

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right?

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So in the pilot that I did, 80%
of people were excited to use,

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but to Matt's point, only 20% of
people actually adopted.

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Part of the driver was the
message was all about

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productivity, and that wasn't
really engaging people in the

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learning process.

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So for AI adoption to happen at
scale, what steps to these

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companies need to be taking?

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Well, first of all, we need to
think broader and more ambitious

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about the outcomes that we're
driving after.

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We really need to be thinking
about, how do we reinvent work?

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And how do we actually build a
capability to reinvent work

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again and again and again and
allow employees to do that?

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That will actually help us get
more impact at a broader scale.

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Maybe if I can add to that, one
of the key things that we do

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when we're putting in AI with
clients is thinking about, how

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do I redesign the entire
process? And identifying where

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is there toil in the process and
where is there joy in the

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process.

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Toil is work that is a lot of
manual, not satisfying work that

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can be automated with AI, and
joy is the part of the work that

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people actually get something
out of, that they bring

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themselves to, that they bring
being human and creativity.

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Really the goal of implementing
AI is to minimize toil and

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maximize joy.

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And the benefit of that is, I
get the efficiency because I've

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taken work out, but I leave my
employees with a better job, and

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they enjoy more and there's more
fulfilling.

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Thank you so much.