The Chief AI Officer Show

Guillaume Laporte, Chief AI Officer at Foundever, a global leader in customer experience solutions. Guillaume shares his personal journey of discovering AI's potential, his strategies for driving AI innovation within a traditional contact center company, and the dynamic approach his team takes in integrating AI technologies to enhance customer interactions.  Guillaume also explains how Foundever navigates the build vs. buy dilemma, addresses job displacement concerns, and envisions the future of AI in the CX industry.  Topics discussed: Guillaume Laporte's first realization of AI's potential through experiences with new interfaces and chatbots like ChatGPT. The structure of Guillaume's AI team and their interaction with startups and internal departments. The decision-making process between building AI solutions internally or buying from external vendors – it really depends on your goals. Opportunities for AI in improving customer experience as well as that of the agents at Foundever. Guillaume’s thoughts on concerns about job displacement and AI integration in various industries. The importance of training and education in successful AI implementation and rollout.  (Episode 3)

Nils Janus, Chief AI Officer at Covestro, who dives deep into the integration of AI into industrial manufacturing. Nils discusses the current state of AI, challenges faced in balancing automation with the need for human eyes and hands on certain points of the process, and the strategic steps for AI implementation.  He explains the three-stage framework and hybrid approach that have helped Covestro to leverage AI effectively. Nils also reflects on the importance of transitioning human-system interactions to human-AI interactions, aiming to enhance efficiency and decision-making processes.  Topics discussed: The integration of artificial intelligence (AI) in industrial manufacturing at Covestro. The current state of AI and its application in complex areas like industrial manufacturing. The push to transition from human-system interactions to human-AI interactions for enhanced efficiency. Balancing autonomy with decision support in AI implementation: knowing when which one will be more effective. Why Nils considers AI as a combination of machine learning and autonomy. The similarities of consideration of governance principles in AI integration to human intelligence governance. (Episode 2)

In this inaugural episode of The Chief AI Officer Show, Benjamin speaks with Mark Daley, Chief AI Officer at Western University, who is the first ever CAIO at a higher education institution. Mark shares his four-element strategy for AI integration: education, empowerment, experimentation, and execution. He discusses specific AI applications at the university, such as an organizational chatbot that can point students where they need to go for specific needs. Mark talks about ethical considerations in AI use, highlighting the importance of responsible implementation. He also touches on the potential impact of AI on education, research, and the student experience, emphasizing the need for strategic foresight and thoughtful structures in AI adoption.  Topics discussed: The four E's of Mark Daley's AI integration strategy: education, empowerment, experimentation, and execution. Specific AI applications being developed at Western University, such as the organizational chatbot for students. Addressing ethical considerations and responsible AI use in education, such as allowing professors to make their own rules for their courses on AI usage. The impact of AI on education, research, and the student experience, including challenges and opportunities in realizing the benefits of AI in an educational setting. The importance of strategic foresight and thoughtful structures in AI adoption within higher education  (Episode 1)