Younger managers wary of use of AI in customer engagement

🔮 ROI in the age of generative AI

Hi all, it’s Azeem. There’s some evidence suggesting that AI is making workers more productive. But what if we’re getting it all wrong? Just because engineers who use AI seem more productive doesn’t mean AI made them more productive. It might just be that the best engineers are the ones most eager to adopt new tools.This is an old problem in economics. For decades, researchers struggled to separate true cause-and-effect from mere correlation. Th…

Younger managers wary of use of AI in customer engagement

New research suggests that firms are seeing a greater return on investment from AI than any other area. But an amorphous definition of the technology may be masking its actual impact – and risks – with fewer professionals seeing it as “very important” in areas such as customer engagement.