Hi ,

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The industrial revolution led to masses of factory workers losing their jobs to machines. And since the launch of ChatGPT, millions of knowledge workers have started wondering if their own jobs are soon to go the same way.

But what if, instead of seeing AI as a cost-cutting mechanism, organisations viewed it as an opportunity to free the time needed to create a superior customer experience?

In the recently released Teaching at Scale, Dr David Joyner describes the concept of "reusing to reinvest" - previously manual processes are replaced by reusable content, not to reduce costs but so that time savings can be reinvested in improving the customer experience in other ways. Such as better communication.

This is the approach taken by Georgia Tech to great success in its pioneering OMSCS program.

Although Dr Joyner describes this concept in the context of education (where live lectures are replaced by high-quality video content), it is equally relevant to all sectors of the economy.

Here's the thing...

As the role of AI grows in our lives, the customer experience will become more important, not less so.

In my last post, I wrote about the importance of making things right when AI gets it wrong.

Reusing to reinvest is what makes that possible.

AI may be more efficient than humans, but when things inevitably go wrong, it's humans who excel at making things better.

Talk again soon,

Dr Genevieve Hayes.

p.s. I recently interviewed Dr David Joyner on Value Driven Data Science. The two parts of our conversation can be found HERE and HERE.

All past emails are available in the archive.