Matt and Julie, thank you so much for joining us here at
Dreamforce.
Matt, this first question is for you.
What are business leaders overlooking when it comes to AI
adoption?
I think the key is they're overlooking adoption, frankly.
There's so much focus so far on the technology—
How do I build a tool? And how do I give that tool to my
employees?—that they're really missing the fact that if I give
a tool to an employee and they don't use it, I don't get any
impact.
So you really need to focus on the whole process of changing
the way that people work, so that they actually adopt, they
actually get impact, and you actually get something out of
deploying AI.
And Julie, a lot of these conversations end up being about
boosting productivity.
Do you think that's more helpful or harmful?
It's a great question.
It really can be both.
It can be helpful.
We need clear goals when we're talking about AI.
We need to know what we're going after.
But it can also be hurtful because sometimes we focus on
the wrong thing.
We pick a metric that's too small, too narrow-minded.
What we really need to do is open up the aperture and think
bigger about how we reinvent work.
On top of that, employees don't get excited about productivity,
right?
So in the pilot that I did, 80% of people were excited to use,
but to Matt's point, only 20% of people actually adopted.
Part of the driver was the message was all about
productivity, and that wasn't really engaging people in the
learning process.
So for AI adoption to happen at scale, what steps to these
companies need to be taking?
Well, first of all, we need to think broader and more ambitious
about the outcomes that we're driving after.
We really need to be thinking about, how do we reinvent work?
And how do we actually build a capability to reinvent work
again and again and again and allow employees to do that?
That will actually help us get more impact at a broader scale.
Maybe if I can add to that, one of the key things that we do
when we're putting in AI with clients is thinking about, how
do I redesign the entire process? And identifying where
is there toil in the process and where is there joy in the
process.
Toil is work that is a lot of manual, not satisfying work that
can be automated with AI, and joy is the part of the work that
people actually get something out of, that they bring
themselves to, that they bring being human and creativity.
Really the goal of implementing AI is to minimize toil and
maximize joy.
And the benefit of that is, I get the efficiency because I've
taken work out, but I leave my employees with a better job, and
they enjoy more and there's more fulfilling.
Thank you so much.