AI Strategy Presentation preview
Title Slide preview
Shift in Skills Demand Slide preview
Corporate Use Cases Slide preview
Corporate Use Cases Slide preview
Use Cases by Job Function Slide preview
AI Value Potential Slide preview
Automation Technical Potential Slide preview
Upskilling Opportunities Slide preview
Skillset Mix Slide preview
Impact on Workforce Slide preview
Investments & Savings Slide preview
Business Outcome Slide preview
Cost Savings Slide preview
Business Value Forecast by AI Type Slide preview
Top Business Drivers Slide preview
Barriers to Adoption Slide preview
Enterprise Adoption Roadmap Slide preview
Competitor Adoption Slide preview
Competitive Adoption Slide preview
AI Development Hype Cycle Slide preview
AI Adoption Maturity Assessment Slide preview
AI-Integrated Product Mix Slide preview
Blue Ocean Buyer Utility Map Slide preview
Changing Consumer Expectation Slide preview
AI Solutions for Products Slide preview
AI-Enabled Customer Journey Slide preview
Intelligent Customer Engagement Slide preview
End-to-End Automation Capabilities Slide preview
Customer Experience System Synchronization Slide preview
Results Using Recommendations AI Slide preview
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Synopsis

Want to stay ahead of the game with AI innovations? As automation takes hold of more job functions, businesses need to develop the right tools and skill sets to stay efficient and competitive. This AI Strategy presentation reviews Upskilling Opportunities, Corporate Use Cases, AI-Integrated Product Mix, AI-Enabled Customer Journey, Intelligent CRM, end-to-end automation capabilities, innovation hype cycle, and many more tools that can be downloaded and customized to various business needs. Let's review how these tools work, and how each one can turn ambitious ideas into reliable execution.

Questions and answers

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AI-Integrated Product Mix could include products that have AI capabilities built into them. For example, a smartphone with an AI assistant like Siri or Google Assistant, or a car with AI-powered autonomous driving features. An AI-Enabled Customer Journey could involve using AI to personalize the customer experience. For example, an e-commerce website could use AI to analyze a customer's browsing behavior and purchase history, and then recommend products that they might like. AI could also be used to provide customer service, such as through AI-powered chatbots that can answer customer questions 24/7.

Businesses can integrate AI innovations to stay competitive by developing the right tools and skill sets. This includes upskilling opportunities, exploring corporate use cases, integrating AI into their product mix, enabling AI in customer journey, using intelligent CRM, and implementing end-to-end automation capabilities. They can also follow the innovation hype cycle to understand the current trends in AI. It's important to turn ambitious ideas into reliable execution for successful AI integration.

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Upskilling opportunities

Many job functions will, with enough time, be automated. As this happens, it's important that your employees can continue putting their skills to use. Use this Upskilling Opportunities table to brainstorm how to repurpose the talent pool and continue to offer career growth. (Slide 9)

Upskilling Opportunities

On the left side, identify the role's current labor supply and demand and automation potential. Keep tab of any existing skills that can be transferred to future roles. On the right, list the possible upskilling options. It'd also be helpful to show how much each option matches the role's existing capabilities.

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Corporate use cases

This Corporate Use Cases breakdown visualizes how AI tech and tools can be integrated into departments and their specific job functions. In this Marimekko chart, the bigger the box, the greater the AI use case. When it comes to AI corporate use cases, think of it as a meeting of process improvement and digital transformation. (Slide 5)

Questions and answers

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The specific example is not provided in the content, but one of the companies that has successfully used AI-integrated solutions in their risk and compliance department is JPMorgan Chase. They developed a program called COIN, which stands for Contract Intelligence. This program uses AI to review legal documents and extract important data points and clauses. This not only reduced the amount of time spent on document review, but also reduced the errors and risks associated with manual review.

Alternative strategies to using AI-integrated solutions for tasks like scenario analysis and threat detection could include manual analysis, use of traditional software tools, or outsourcing to specialized firms. Manual analysis involves human experts analyzing the data and identifying potential threats. Traditional software tools can automate some parts of the process but may not have the advanced capabilities of AI. Outsourcing to specialized firms allows companies to leverage external expertise and technology.

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Corporate Use Cases

For example, for a risk and compliance department, tasks like scenario analysis and threat detection could be very suitable for AI-integrated solutions. List your organization's departments and their functions on this Merimekko chart.

Corporate Use Cases

As an alternative visualization, this slide uses tables to itemize the business value and feasibility of various use cases. You can score each area on a scale of "none" to "very high" or use a numerical scoring system for more precision. (Slide 5)

AI-integrated product mix

While AI can optimize an organization's internal workflow, its impact can also be made on the public-facing end. How would you integrate AI into your products or services to delight customers? And how would you visualize the degree to which each old or new product is powered by AI?

AI-Integrated Product Mix

On this product wheel, the products or features listed on the outer edges tend to be more AI-driven. Level 1 is for offerings that reliably generate revenue for the time being, and level 4 includes experiments that could potentially be the big billion-dollar ideas. Take Google as an example. Many of its products already have some degree of AI capacity. For one, Google Maps uses AI for its Driving Mode feature. With this tool, communicate with your team members, stakeholders, or even customers on the exciting possibilities ahead. (Slide 23)

Questions and answers

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Some predictions for the future trends in AI-enabled customer service include increased automation of customer journeys, such as the use of chatbots for customer queries and virtual shopping assistants. AI could also be used to better predict customer preferences and offer new product suggestions. As AI technology continues to evolve, it's likely that we'll see even more innovative uses for AI in customer service.

Businesses can use various strategies to automate parts of their customer journey without relying solely on AI. These include using automated email marketing campaigns, customer relationship management (CRM) systems, and marketing automation tools. Automated email marketing can help businesses send personalized messages to customers based on their behavior or preferences. CRM systems can automate various customer-related tasks such as tracking customer interactions, managing customer data, and analyzing customer behavior. Marketing automation tools can automate repetitive tasks such as social media posting, ad campaigns, and content creation. These tools can help businesses streamline their operations, improve customer engagement, and increase efficiency.

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AI-enabled customer journey

Realistically, not every business is ready to tackle full-on AI products just yet. But even with the existing customer base, parts of the customer journey can be automated — think chatbots for customer queries or virtual shopping assistant. Using this AI-Enabled Customer Journey tool, see how automated your service currently is, and plan how much more you can do in the coming years. Say you run an ecommerce business. You may already use a chatbot for customer queries. But could you use AI to better predict customer preferences and offer new product suggestions? (Slide 27)

Questions and answers

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Common challenges in automating call centers include: ensuring quality of service, managing customer expectations, and integrating AI with existing systems. These can be overcome by: investing in high-quality AI systems that can understand and respond to a wide range of customer queries, educating customers about the capabilities and limitations of AI, and ensuring that AI systems can seamlessly integrate with existing customer service platforms.

The Intelligent Customer Engagement (ICE) tool is a unique AI tool designed to enhance customer experience. It's particularly useful in businesses that rely heavily on customer interaction, such as call centers. The tool aims to automate these areas, potentially reducing operational costs by half. Comparatively, other AI tools used in businesses may focus on different areas, such as data analysis, predictive modeling, or process automation. The choice of tool depends on the specific needs and goals of the business.

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AI-Enabled Customer Journey

Intelligent customer engagement (ICE)

Staying on the theme of customer experience, the Intelligent Customer Engagement tool — or ICE — compares two stages: the use of AI today, and the use of AI tomorrow. In this hypothetical scenario, we have a business that currently uses up a lot of resources on call centers. But the plan going forward is to automate that area and cut its spending by half. (Slide 28)

Questions and answers

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The specific feedback and reception from the audience regarding the AI tools and strategies presented in this resource is not provided in the content. However, generally, the reception of AI tools and strategies can vary. Some audiences may appreciate the efficiency and competitive edge that AI provides, while others may have concerns about automation taking over human jobs. It's also important to note that the success of AI integration often depends on how well it's complemented by human dimensions.

Cultural differences can significantly impact the reception and implementation of AI strategies in businesses. Different cultures have varying levels of acceptance and understanding of AI technology. In some cultures, AI might be readily accepted and integrated into business processes, while in others, there might be resistance due to fear of job loss or lack of understanding. Additionally, the way AI is implemented can also be influenced by cultural norms and business practices. For instance, in a culture that values human interaction, businesses might opt for AI solutions that augment human capabilities rather than replace them. It's crucial for businesses to understand these cultural nuances when developing and implementing their AI strategies.

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Intelligent Customer Engagement

End-to-end automation capabilities

So far, we've talked about how AI can be leveraged on both the enterprise level and the customer level. Now, let's bring them all together into an End-to-End Automation blueprint. (Note that every AI use case will be applicable to your business goals over time, so add or take out any of them based on your focus areas.) (Slide 29)

Questions and answers

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The AI Strategy aligns with the digital transformation initiatives of an organization by enhancing efficiency and competitiveness. It involves developing the right tools and skill sets to stay ahead in the automation era. The strategy also includes plotting the current AI strategic focus of the organization and comparing it with competitors. This helps in understanding whether the organization is reaching for the peak that gets public attention or has moved into the trough of disillusionment.

The AI strategic focus of an organization can be compared with that of its competitors by plotting their respective positions on a graph. This graph represents the current state of AI strategy and where they fall on the curve. The strategic focus of competitors can also be plotted on this graph. This comparison can help determine if they are aiming for the peak that gets all the public love and attention, or if they have already moved into the trough of disillusionment.

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  • On the left, consider the in's and out's of your product offerings and how they impact the customers.
  • On the right, plot the ways that your organization's internal processes can be upgraded to meet higher market expectations and demands.
  • Last but not least, understand that AI integration still needs to be complemented by an organic, human dimension for it to be a truly helpful and synergetic system.
End-to-End Automation Capabilities

Hype cycle

Many exciting new technologies go through the journey of a Hype Cycle. Here, the AI Development Hype Cycle graphs out the general expectations about the technology over time, from skyrocketing growth to an eventual plateau. The graph's X-axis represents time. The Y axis represents expectations about AI. In other words, how excited people are about it as a force for change. (Slide 21)

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Plot the current AI strategic focus of your organization on this graph and where they fall on the curve. This is indicated by the purple points. Additionally, you can plot the strategic focus of your competitors. Are they reaching for the peak that gets all the public love and attention, or have they already moved into the trough of disillusionment?

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AI Development Hype Cycle
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