Rewiring for the era of gen AI Flashcards

1
Q

What is generative AI (gen AI)?

A

A type of AI that can generate content, including text, images, and more.

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2
Q

What does the term ‘death by a thousand pilots’ refer to?

A

The phenomenon where companies initiate many small pilot projects without achieving significant business impact.

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3
Q

What is the focus of the book ‘Rewired’?

A

A playbook for outcompeting in the age of digital and AI.

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4
Q

What key challenge does gen AI present to companies?

A

It is easy to implement pilots, leading to a lack of scalable business impact.

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5
Q

What percentage of companies have captured real value from gen AI according to recent surveys?

A

About 10 percent.

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6
Q

What is crucial for companies to do when implementing gen AI?

A

Pick a specific domain and focus on solving a relevant problem.

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7
Q

Fill in the blank: The Rewired framework is designed to be _______.

A

[technology agnostic]

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8
Q

What types of companies are typically early in their AI journey?

A

Companies that invest in management team learning and upskilling their workforce.

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9
Q

What is a key factor that differentiates companies successfully implementing gen AI?

A

Achieving both human and technology breakthroughs.

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10
Q

What percentage improvement in EBITDA should digital transformation aim for according to the Rewired book?

A

20 percent or more.

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11
Q

True or False: Companies often find that their digital transformation efforts positively affect their EBITDA.

A

False.

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12
Q

What common misconception do companies have about AI risks?

A

That AI is solely a risk to their business model and customer data.

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13
Q

What surprising use case of gen AI has been noted for modernizing legacy platforms?

A

Converting COBOL code to modern Python code.

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14
Q

What is a challenge organizations face when realizing efficiency benefits from gen AI?

A

The process tends to be task by task and involves long backlogs.

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15
Q

Fill in the blank: Organizations need to consider their _______ to understand how technology can change their operations.

A

[jigsaw pieces]

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16
Q

What is one example of a company that has successfully adopted AI capabilities?

A

McKinsey, with its AI platform Lilli.

17
Q

How did McKinsey ensure the adoption of its AI platform Lilli?

A

By focusing on the user journey and making it integral to daily work.

18
Q

What is the significance of ‘human breakthrough’ in the context of AI adoption?

A

It refers to organizational changes that enhance capability and innovation alongside technology.

19
Q

What should companies do if their digital transformation does not impact the bottom line significantly?

A

Reset their ambitions and strategies.

20
Q

What is a common pitfall in the implementation of gen AI in contact centers?

A

Assuming automation can be achieved without a thorough understanding of call types and risks.

21
Q

What type of calls is perfect for automation?

A

Change of address

This is a straightforward process that can be automated effectively.

22
Q

What challenge arises when routing calls to gen AI?

A

Managing risks and potential consequences

There is significant work involved in addressing these risks.

23
Q

What is a key focus when upskilling agents handling different types of calls?

A

Receiving different types of calls

This requires careful planning and execution.

24
Q

What is one of the failure modes mentioned by Rodney Zemmel?

A

Starting on the wrong problem

Other failure modes include having the wrong level of aspiration or operating model.

25
Q

What is the timeless framework mentioned in the context of tech-enabled transformations?

A

A framework that resonates with clients and leaders

It reflects ongoing relevance in organizational challenges.

26
Q

What is a significant theme for the next horizon in technology?

A

Building for scale

This involves anticipating success and planning accordingly.

27
Q

What will the next ten years focus on regarding organizational structure?

A

Product-and-platform operating model

This model supports coherent innovation across agile teams.

28
Q

What concept related to IT was coined by Kate and Rodney?

A

IT as a service

This makes IT easier to consume and drives innovation within organizations.

29
Q

What evolution in leadership is anticipated for the future?

A

Every business leader will need to be a technology leader

This reflects a blending of roles rather than a separation.

30
Q

What has the book provided to business leaders regarding technology?

A

A manual to understand technology leadership

This helps in effectively communicating with technology leaders.

31
Q

What personal experience did Wesley Walden share about work and family priorities?

A

Balancing family and work priorities

This experience highlighted the importance of personal commitments.

32
Q

What lesson did Wesley Walden learn from the CEO’s reaction to his family event?

A

Clients are real people balancing work and family

This encourages open conversations about priorities.

33
Q

How does sharing personal priorities affect professional relationships?

A

Makes one more human and relatable

This can enhance client relationships significantly.