Brad Anderson, President of the product group at Qualtrics, discusses the urgent need for organizations to embrace AI to stay relevant. He emphasizes the transformation from a 'know-it-all' to a 'learn-it-all' mindset as key to cultural shifts. The importance of daily AI engagement across teams is highlighted, along with creating safe spaces for experimentation like hackathons. Anderson explores how generative AI and synthetic data can revolutionize customer interactions, propelling companies to new heights.

Fred Reichelt, a Bain Fellow and inventor of the Net Promoter Score, teams up with Brad Anderson, President at Qualtrics, to discuss the oversaturation of customer surveys. They delve into the frustrations consumers face and the faltering effectiveness of current feedback methods. Highlighting the need for personalized engagement, they advocate for innovative strategies like generative AI to enhance surveys. Ethical challenges of performance rankings in service jobs also emerge as a critical topic, calling for a reevaluation of employee evaluation methods.