ChatGPT grew to more than 100 million monthly active users just two months after launch, making it arguably the fastest growing consumer app.
But the relationship between AI and customer engagement has yet to be examined in detail. Until now.
Jerry Wind, The Lauder Professor Emeritus at The Wharton School at the University of Pennsylvania, and editor of the latest special issue of Management and Business Review (MBR), decided to take on the unruly but necessary task with other expert cohorts.
They even leaned on a couple of large language models (LLMs) to co-write the issue. 😉🤓
Rewatch the conversation below to hear Jerry’s take on possible scenarios for the future of AI and customer engagement and how we can increase its impact.
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CHAT TRANSCRIPT
00:13:31 Carrie Leonard: You and Jamie Dimon, John! He is driving in an RV across Montana and the west this week.
00:13:45 Una Herlihy: That is so cool!
00:14:09 Link: In Northern AZ, Walmarts have now banned this because of the influx of remote workers and people traveling here
00:20:26 Open Assembly: Who are calling old!
00:20:35 Brian Watson: That was fun, thanks for the opportunity to connect a little closer with the group
00:20:46 Open Assembly: Replying to “That was fun, thanks…” https://www.linkedin.com/in/balajibondili/
00:21:36 Brian Watson: https://www.linkedin.com/in/brianrwatson/
00:21:57 Steve Rader: R
00:22:15 Open Assembly: Jerry Wind, Lauder Professor Emeritus and Professor of Marketing, The Wharton School at University of Pennsylvania: https://www.linkedin.com/in/jerrywind/
00:24:02 Brandon Dwight / Open Assembly: Management and Business Review: AI for Customer Engagement https://mbrjournal.com/wp-content/uploads/2023/07/MBR-Winter-Spring-2023.pdf
00:24:14 Todd Brous: daily
00:24:15 San Rahi: yes
00:24:17 Barb Hansen: daily
00:24:25 Ashley, UntapSocial: ✋
00:24:25 midmarket: yes
00:24:35 Brandon Dwight / Open Assembly: Yep!
00:28:18 Todd Brous: yeah…
00:32:05 Ashley, UntapSocial: Great question, Link!
00:32:11 Link: Reacted to “Great question, Link…” with 👍
00:32:46 Una Herlihy: Reacted to “Great question, Link…” with 👍
00:34:02 Ashley, UntapSocial: So ironic and complex, using AI to make us more human 😉
00:34:20 Una Herlihy: Reacted to “So ironic and comple…” with 👍
00:34:31 Una Herlihy: Replying to “So ironic and comple…” So true. Well spotted.
00:35:37 San Rahi: Reacted to “So ironic and comple…” with ❤️
00:37:43 Barb Hansen: Reacted to “So ironic and comp…” with 👍
00:40:28 Todd Brous: Do you think Generative AI and ML will have a downward pressure on the Open Talent workforce?
00:40:55 Andy Tanyatanaboon: Reacted to “Do you think Generat…” with 👍
00:42:22 Todd Brous: (That ban of AI is stupid. As a New Yorker, I’m embarrassed.)
00:43:32 Shawn Fields – Field Nation: It’s back to the days when you couldn’t use a calculator during a math tests…
00:43:40 Todd Brous: Reacted to “It’s back to the day…” with 👍
00:43:41 Barb Hansen: Reacted to “It’s back to the …” with 👍
00:43:46 Una Herlihy: Reacted to “It’s back to the day…” with 👍
00:46:58 Brandon Dwight / Open Assembly: I see several platform founders on this call. Who’s using AI? How? For what? Early findings?
00:50:11 Steve Rader: The assumption there is that the work stays the same and so you need fewer folks. The reality usually is that the work gets more complex… we do more.
00:50:16 Brandon Dwight / Open Assembly: San Rahi: https://www.linkedin.com/in/sanrahi/
00:50:22 Todd Brous: Reacted to “The assumption there…” with 👍
00:50:27 San Rahi: Reacted to “The assumption there…” with 👏
00:50:36 Brandon Dwight / Open Assembly: Chris “Link” Duarte: https://www.linkedin.com/in/linkdreams/
00:50:59 Brandon Dwight / Open Assembly: Todd Brous: https://www.linkedin.com/in/toddbrous/
00:51:07 Todd Brous: Replying to “The assumption there…” And that’s by optimism for the future!
00:51:29 Brandon Dwight / Open Assembly: Shawn Fields: https://www.linkedin.com/in/shawnfields/
00:51:29 Todd Brous: A very wise man once said…. “Humanity will not run out of problems to solve any time soon.”
-Steve Rader, Program Manager of NASA’s Center of Excellence for Collaborative Innovation
00:51:37 Rich Wilson: Replying to “I see several platfo…”
We use generative AI for creation of SOW’s and machine learning for advanced skill matching
00:51:46 Brandon Dwight / Open Assembly: Reacted to “We use generative AI…” with 👍
00:52:06 Ashley, UntapSocial: Reacted to “The assumption there…” with 👍
00:52:15 Ashley, UntapSocial: Reacted to “A very wise man once…” with 💯
00:52:21 Brandon Dwight / Open Assembly: Bryan Peña: https://www.linkedin.com/in/bryanpena/
00:52:41 Todd Brous: @Bryan: +1
00:53:10 Todd Brous: Knowledge work is being disrupted
00:53:22 Steve Rader: Yeah.. but you might come close with a robot (plumber)
00:53:25 Mark Hannant: Great discussion. On a London bus so can’t jump in. But lovely to hear you all!
00:53:30 Todd Brous: Reacted to “Yeah.. but you might…” with 👍
00:53:54 Rich Wilson: Since March 1st we have not seen one gig for a copywriter. I think ChatGPT and CopyAI is having a real impact on that. But we have seen a huge increase in data engineer gigs
00:53:57 San Rahi: @Steve Agree 100%. The reasons for ad agencies having roles that may be threatened is as tied to a business model (selling hours) as to the threat of AI displacing jobs. Rather, how do people expand their individual value and agency?
00:54:26 San Rahi: Reacted to “A very wise man once…” with ❤️
00:55:13 Todd Brous: “AI won’t replace humans. Humans with AI will replace humans without AI.”
-Karim Lakhani
HBS Professor
00:55:39 Shawn Fields – Field Nation: Reacted to ““AI won’t replace hu…” with 👍
00:55:45 Una Herlihy: Reacted to ““AI won’t replace hu…” with 👍
00:57:27 Cory Hymel: @bryan we’ve seen the “punch above their weight” before with cloud computing and infra-as a service from AWS, Azure, etc.
00:57:44 Todd Brous: https://www.nfx.com/post/3-person-unicorn-startup
00:58:01 Una Herlihy: Reacted to “Since March 1st we h…” with 😮
00:58:06 Arthur Ransier: I’ll give you 90%, if you can help replicate that model for me, Bryan
00:58:36 Jay Makarov: Reacted to ““AI won’t replace hu…” with 👍
00:58:41 San Rahi: Reacted to “I’ll give you 90%, i…” with 😂
00:58:48 Brandon Dwight / Open Assembly: Steve Rader: https://www.linkedin.com/in/steve-rader-92b7754/
00:58:56 Jay Makarov: We are experimenting with AI for matching companies and talent, going deep into culture fit and people’s “genius zones.” It’s all about hyper-personalization trend Dr Wind mentioned.
00:59:40 Ashley, UntapSocial: Speaking of a billion dollar company of one: https://www.amazon.com/Company-One-Staying-Small-Business/dp/1328972356/
00:59:55 Todd Brous: Reacted to “Speaking of a billio…” with 👍
01:00:11 Barb Hansen: Reacted to “We are experimenti…” with 👍
01:00:18 Jay Makarov: Reacted to “Speaking of a billio…” with 👍
01:00:50 Bryan Pena: Just added to my audible
01:00:54 Todd Brous: @Steve: +1
We’re on an exponential curve!
01:02:04 Jay Makarov: Reacted to “@Steve: +1
We’re o…” with 👍
01:02:28 Mark Hannant: Gen AI pushes the ‘hybrid’ model forward allowing organisations to blend internal, contingent, agency, outsourced, and AI-enabled resources. The mix will change across industries and regions. Interesting to think about the relative impact/adoption of AI in developed vs emerging markets. The former built on hardware and process. The latter grown on the back of cheap labour (and increasingly) software.
01:02:49 Jay Makarov: Reacted to “Gen AI pushes the ‘h…” with 👍
01:03:24 Steve Rader: Reacted to “@Steve: +1
We’re o…” with ❤️
01:04:45 Brandon Dwight / Open Assembly: Jay Makarov: https://www.linkedin.com/in/smaksmak/
01:04:54 Steve Rader: Managing complexity… that is where the opportunity for innovation lies
01:05:35 Todd Brous: yes
01:05:59 Brandon Dwight / Open Assembly: Cory Hymel: https://www.linkedin.com/in/cory-hymel/
01:06:00 Ashley, UntapSocial: So interesting, Cory
01:06:39 Una Herlihy: I think Cory’s background is pretty cool too!!
01:06:44 San Rahi: Steve, need that award back. It belongs to Cory.
01:06:49 Jay Makarov: Reacted to “Managing complexity……” with 🙌
01:06:55 Brandon Dwight / Open Assembly: Reacted to “Steve, need that awa…” with 😃
01:06:58 Una Herlihy: Reacted to “Steve, need that awa…” with 😂
01:06:59 Uzochukwu Okafor: Reacted to “Steve, need that awa…” with 😂
01:07:47 Una Herlihy: This was an incredible session. Thank you so much. I’m totally inspired.
01:07:48 Ashley, UntapSocial: A level of transparency makes them more okay with it, interesting
01:08:46 Jay Makarov: Reacted to “This was an incredib…” with 💡
01:09:09 Cory Hymel: Reacted to “Steve, need that awa…” with ❤️
01:10:43 Todd Brous: Meta just released their latest GenAI tools for Music and Audio.
https://about.fb.com/news/2023/08/audiocraft-generative-ai-for-music-and-audio/ It’s insane
01:11:03 Cory Hymel: Reacted to “I think Cory’s backg…” with ❤️
01:11:15 Una Herlihy: Incredible
01:11:19 Cory Hymel: Reacted to “So interesting, Cory” with 🙌
01:11:31 San Rahi: Amazing session. Thank you, everyone!
01:11:34 Brandon Dwight / Open Assembly: THANK YOU, JERRY!
01:11:41 Todd Brous: Thank you!
01:11:44 Una Herlihy: Thanks so much everyone. Amazing session
01:11:47 Link: Thank you everyone. See you in a few weeks 🙂
01:11:48 Jay Makarov: Super exciting! Thanks everyone
01:11:50 Uzochukwu Okafor: Thank you
01:11:54 Cory Hymel: thank you!
01:12:02 Mark Hannant: Thanks all.
01:12:11 Bryan Pena: Lets go!
THANK YOU TO ALL WHO JOINED!!!!
