A recent article in Die Zeit regarding AI and the concerns raised by Geoffrey Hinton makes me question whether we truly want AI in the CX industry. When I asked ChatGPT to define AI, it responded, “AI (Artificial Intelligence) is the development of computer systems that can perform tasks typically requiring human intelligence, such as learning, reasoning, problem-solving, and decision-making.” Additionally, AI has the ability to create new content independently.

Hinton's primary concern isn't whether AI is as good as human intelligence or vastly superior; it's about how AI "thinks" and the new answers or content it can generate, especially given its rapid learning capabilities. In essence, the CX industry seeks highly effective algorithms that simulate human interaction and provide clever responses to FAQs by customers. But do we really want AI to develop better solutions than those anticipated by the manufacturer or service provider? Should AI be allowed to overwrite repair or compensation processes simply because it has a more efficient solution?

Furthermore, I have yet to see evidence that true AI is more cost-effective than a human workforce. It reminds me of the early 2000s when "fuzzy logic" was predicted to revolutionize email services, but ultimately didn’t deliver as expected by the way of good business case.

What’s the real benefit? Is it that AI eliminates the need for human leadership because it doesn’t require empathy to manage AI? All the leadership skills, performance management and human interaction-that are challenging and time-consuming to teach- could potentially be disregarded. Is that approach the next logical step? Being tired of managing, leading people?

That’s why I adhere to the IPMA standard, which places people at the center of project management. People are the cornerstone of project success. Effective leadership, collaboration, and communication are critical for managing teams within projects. Project managers should focus on developing competencies not just in technical skills, but also in interpersonal skills, to inspire and guide their teams. This approach fosters a supportive environment, promoting trust, respect, and engagement while empowering individuals to reach their full potential.

With that in mind, let’s discuss how we can make your strategic and tactical projects a success.

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