Capgemini-向数字和可持续经济的双重转型（英）

Thedualtransition

Thepathtoadigitalandsustainableeconomy

Quarterlyreview

N°8—2024

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FORTOMORROW

Quarterlyreview

Theimagerepresentsthepathtothedualtransition.Onethatis

equalpartsaboutleveragingdigitaltechnologies,whileensuringit

isdonesoinawaythathelpstheplanet.Itpointstoafuturewhere

digitaltechnologiesandsustainabilitycomplementoneanotherin

oneseamlesstransition.

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AtCapgemini,we

helporganizations

preparefortomorrowbydistillingtheunique

Foreword

insightsandperspectivesofleadersfromglobalbusiness,academia,thestartupcommunity,andwidersociety.

Thedualtransition:Thepathtoadigitalandsustainableeconomy

ThroughConversationsforTomorrow,the

CapgeminiResearchInstituteidentifiesthe

strategicimperativesforthefutureofbusinessandthesocietyinwhichitoperates.Inthiseightheditionofthejournal,weexplorewhydigital

transformationneedstoprogressinharmonywiththeefforttoreachsustainabilitygoalsinordertosecurerobust,long-termeconomicgrowth,andhoworganizationscangoaboutachievingthis.Itisnolongeraboutchoosingoneovertheother.

Ourrecentresearch,conductedinpartnershipwithHarvardBusinessSchool,exploreswhatwearecallingtheeco-digitaleraTM.Itshowsthat

aroundsixoutoftenorganizationsbelievethatdigitaltechnologycanhelprealizesustainabilitygoals.Organizationsacrossindustriesare

becomingmoredigital.Investmentindigitaltransformation–fromscalingupmainstreamtechnologiesandimplementingcybersecu-

ritymeasures,toreskillingtheworkforceand

automatingbusinessprocesses–isexpectedtoresultinsignificantfinancialandsustainability

returnsoverthenextfiveyears.Intheeco-digitalera™,thereisgreaterexplorationofthevalueofdigitaltobusiness,aswellastherapidevolutionofemergingtechnologiessuchasgenerativeAIandsyntheticbiology,andgreatercollaborationgivingrisetodigitaleco-systems.

Againstthisbackdrop,sustainabilityandclimatechangeremainfrontandcenter.Onlyrecently,

accordingtosomereports,Earthpassedthe1.5°Cthreshold,addingevengreaterurgency.

inenergyconsumptionanda21%decreaseingreenhousegas(GHG)emissions,amongothernotableenvironmentalbenefits.

Organizationsgloballyfacethechallengeof

movingforwardmanagingthisdualtransitiontoadigitalandsustainableeconomy.AnditisthistransitionthatwehavefocusedoninthiseditionofConversationsforTomorrow.

Wewouldliketothankalltheleadersandexpertswhohaveenrichedthiseditionofthejournal

withtheirinsights.Bysharingtheperspectivesofsuchadiverserangeofaccomplishedindividuals,weaimtopresentacompleteviewofthekey

aspectsoftheeco-digitaleraTM.

Keycontributorsinclude:

•TheformerUKtreasuryministeraccreditedwithcoiningtheacronymBRIC(Brazil,Russia,IndiaandChina)

•TheUSneuroscientistcreditedwithbeingthefirstwomanandfirstlifescientisttoserveasPresidentofMIT

•AleadingprofessoratHarvardBusinessSchool

•SeniorexecutivesfromGoogleCloud,Audi,SchneiderElectric,Mercedes-BenzGroupAG,Logitech,Bayer,andLaBanquePostale

•Capgemini’sownsubject-matterexperts

Pullingtogethersuchawiderangeofviewswasanextremelyinstructiveexerciseforus.Wehopeyouenjoyreadingthiseditionasmuchaswedidputtingittogetherforyou.

FernandoAlvarezTabio

ChiefStrategyand

DevelopmentOfficer,Capgemini

Organizationsareincreasinglyacknowledging

theneedtoevolve,buildnewbusinessmodels,

andtobesustainablebydesign.Adding

sustainabilityintobusinessplansasabolt-on

isnolongerviable.Digitaltechnologiesand

sustainabilityareincreasinglyintertwined–and

thiswillonlybecomemorethecase.Ourresearch

revealsthat,overthepastfiveyears,through

theimplementationofdigitaltechnologies,

organizationshaveachieveda24%reduction

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Contents

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P.14

THECEOCORNER

P.16

ThomasKurian,

ChiefExecutiveOfficer,

GoogleCloud

P.16

AimanEzzat,

ChiefExecutiveOfficer,

Capgemini

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TheDualTransitionCapgeminiResearchInstitute

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EXECUTIVECONVERSATIONSWITH…

P.32

FrankLoydl,

ChiefInformationOfficer,

AudiAG

P.72

JimO'Neill,

MemberoftheUKHouse

ofLords,FormerGoldman

SachsChiefEconomist

P.42

NadègePetit,

ChiefInnovationOfficer,SchneiderElectric

P.80

BijoySagar,

EVPandChiefInformation

TechnologyandDigital

TransformationOfficer,

Bayer

P.52

Prof.SurajSrinivasan,

P.90

AdrienneHorel-Pagès,

ChiefSustainabilityOfficer,LaBanquePostale

PhilipJ.Stomberg

ProfessorofBusiness

Administrationat

HarvardBusinessSchool

andHeadoftheDigital

ValueLabatDigital

P.102

PrakashArunkundrum,

ChiefOperatingOfficer,Logitech

DataandDesign(D^3)

InstituteatHarvard

P.64

EefjeDikker,

P.114

Prof.SusanHockfield,

NeuroscientistandAuthor,PresidentEmeritaatMIT

HeadofGlobalHR

Transformation,

Digitizationand

Operations,

Mercedes-BenzGroupAG

Contents

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PERSPECTIVES

FROMCAPGEMINI

WHYSOFTWAREISTHENEWCOMPETITIVE

DIFFERENTIATOR

P.128

JianiZhang,

EVPandChiefSoftwareOfficer,CapgeminiEngineering

BUSINESS,MEET

PLANET:LEVERAGING

TECHNOLOGY,DATAANDENGINEERINGFORA

BRIGHTERFUTURE

P.136

VincentCharpiot,

EVPandHeadofGroup

SustainabilityBusiness

Accelerator,

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INSIGHTS

FROMTHECAPGEMINI

RESEARCHINSTITUTE

P.145

TheEco-DigitalEraTM

Thedualtransitiontoasustainable

anddigitaleconomy

P.150

AWorldInBalance

Heightenedsustainability

awarenessyetlaggingactions

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ExecutiveSummary

Executive

Summary

Theworldisundergoingadualtransitiontowardsamoredigitalandsustainable

future.WeatCapgeminicallthisfuturetheeco-digitaleraTM.Theterm‘eco-

digitaleconomy’referstoaneconomic

systemthatdeliversnotonlyfinancial

valuebutalsoenvironmentalandsocialvalue.Intheeco-digitaleraTM,thereis

greaterexplorationofthevaluethat

digitaltechnologiesholdforbusiness,inwhichtheyplayacrucialroleinachievingsustainablegoals;therapidevolutionofemergingtechsuchasgenerativeAIandsyntheticbiology;andthemoreprofoundandsophisticatedcollaborationthatcangiverisetoeffectivedigitalecosystems.

Aneweco-digital

economyinthemaking

TogetherwithHarvardBusinessSchool,

thelatestresearchbyCapgeminiResearchInstituteontheeco-digitaleraTMreveals

thatnearlyeightintenorganizations

(77%)agreethatweareexperiencinga

dualtransitiontowardsamoredigitalandsustainableworld.

SurajSrinivasan,PhilipJ.Stomberg

ProfessorofBusinessAdministration

atHarvardBusinessSchoolandFaculty

ChairoftheDigitalValueLabatHarvard’sDigital,Data,andDesignInstitute,definesthisneweraas:“Theeco-digitaleconomyreferstothedualtransitiontoaneconomythatdeliversnotonlyeconomicvaluebutalsoenvironmentalandsocialvalue.”

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ExecutiveSummary

NadègePetit,ChiefInnovationOfficeratSchneiderElectricshareshoweco-digitaleconomyiscorefocusofbusinesses:“It(dualtransition)iscoretoourmissionofbeingourcustomers’digitalpartnerforsustainabilityandefficiency.”

ThomasKurian,ChiefExecutiveOfficerofGoogleCloudsummarizesthisnew

economy:“Digitizationandsustainabilitygohandinhand."

Digitizationand

sustainabilitygohandinhand."

ThomasKurian,

ChiefExecutiveOfficerofGoogleCloud

Theeco-digital

economyisalsoaneraofprofit–withpurpose

Theeco-digitaleconomyisnotjust

aboutdrivingprofit.Rather,ittargets

growthalongsideenvironmentaland

societalsustainability.AimanEzzat,

ChiefExecutiveOfficeratCapgemini,

comments:“Wearetodayatacrossroads:organizationsneedtodelivergrowth

andprosperityinasustainableand

ecologicallysafeway.”

While,intheory,higherprofitsshould

leadtogreaterinvestment,increased

productivity,andariseinwages,in

reality,thishasnotalwaystranspired.

Understandably,stakeholdersarelookingformoremeaningfulaction.JimO'Neill,aformereconomyministerandamemberoftheUKHouseofLords,andformer

HeadofAssetManagementatGoldman

Sachs,elaboratesfurther:“ThisisleadingtowhatIcallaneraof‘profitwithbetterpurpose,’wherewecannotaffordtoavoidsustainability.Moreandmore,wewillseepoliticiansattackingcompaniesthatjust[aimto]make[a]profit.”

Theoptimalintegrationofdigital

technologieswithsustainabilitygoalswilldeliverenvironmentalgainsacrosstheentirevaluechain,aswellas

deliveringsocietalgainsbygeneratingjobopportunities,mitigatingbiasanddiscrimination,andempoweringsmallbusinesses,amongothersignificant

advantages.

PrakashArunkundrum,ChiefOperatingOfficeratLogitech,talksaboutDesign

forSustainability:“Whenappliedto

sustainability,(gooddesign)means

thinkingaboutwhatdesigndecisionscanwemakeateverypointofthelife-cycle.“

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ExecutiveSummary

Dataisatthecoreof

theeco-digitaleconomy

Dataisthekeytoprogressinall

aspectsofbusiness.

ThomasKurian,ChiefExecutiveOfficeratGoogleCloud,talkingaboutthe

significanceofdataintheeco-digital

economysays:“Dataisessentiallythe

foundationofdigitization.”Thewidespreadavailabilityoftechnologiessuchascloud,

semiconductors,graphicsprocessingunits(GPUs),theInternetofThings

(IoT),sensors,etc.,hasenabledmore

organizationstousedatatodrivestrategicdecision-making.

EefjeDikker,HeadofGlobalHR

Transformation,Digitizationand

OperationsatMercedes-BenzGroupAG,

highlightstheimportanceofimplementingadatastrategyacrossvariousfunctional

areas:“Ithasbecomeevenmoreimportantforustofocusonacommon,coordinateddataapproachacrossdepartments.”

Dataisalsoimportantinsetting,

measuring,andtrackingsustainability

goals.VincentCharpiot,EVP,Headof

GroupSustainabilityBusinessAcceleratoratCapgemini,elaborates:“Smartuseofdatawillalsobeessentialtoincreasing

efficiencyacrossarangeofindustriesandpreventingunnecessaryemissions.”

Softwareisthe

newcompetitive

differentiator

Organizationsarecontinuouslysearchingfornewstrategiesthroughwhichtoderivegreatervaluefromdigitaltechnologies.

Thesearenowatthecoreofthebusiness

model,ratherthanbeingsimplya

differentiator.JianiZhang,EVPandChiefSoftwareOfficer,CapgeminiEngineering,elaborates:“Softwareisnolongeran‘add-on‘totheproductlifecycleandvaluechain.Rather,it’sthekeytostayingaheadofthecompetitionandunlockingnewrevenue

streams.”

Today,mostorganizationsarerealizing

software-drivenbenefits.Forexample,

73%oforganizationsachievefasterR&Dinexistingproductsandservices,and62%oforganizationshaveusedsoftwaretogainacompetitiveadvantage(e.g.,anincreaseinmarketshare).

Capgemini’sAimanEzzatcomments:

“Ibelieveweareatthedawnofanew

transformativeera,andwehaveonly

scratchedthesurfaceofhowdigital

technologiescanexpeditethedeliveryofsubstantialeconomic,environmental,andsocietalbenefits.”

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ExecutiveSummary

Ibelieveweareat

thedawnofanew

transformative

era,andwehave

onlyscratchedthe

surfaceofhow

digitaltechnologiescanexpedite

thedeliveryof

substantialeconomic,environmental,and

societalbenefits.”

AimanEzzat,

eutiveOfficer,

GenerativeAIistop-of-mindforindustryleaders

GenerativeAIhasthepotentialto

becomeapowerfultransformativetool

intheeco-digitaleconomy.Following

unprecedentedgrowthoverashorttime

period,ithasalreadyhadsignificantimpactacrosssectorsincludingmanufacturing,

healthcare,finance,andlogistics.

GenerativeAIhasawiderangeof

applications,fromcreatingtext,images,

andvideosindifferentstylestogeneratingtailoredcontent,includingspeech-to-textconversionandvoicerecognition.Bijoy

Sagar,EVP,ChiefInformationandDigitalTransformationOfficer(CIDO)atBayer

speaksaboutitssignificance:“Ibelieve

thatthenextdecadeistrulygoingtobe

thedecadeofAI–especiallyoftext-basedAI.”JimO'Neillmentionsthepossible

applicationofgenerativeAIindrug

development:“Ifyoucanteachacomputerto[findnewantibiotics],thatisoneofthe

mostpowerfulpositivesofAI

Icanthinkof.”

AimanEzzatelaboratesonhow

organizationscanbenefitfromthe

adoptionofgenerativeAI:“Byusing

generativeAItoautomateprocesses,

optimizeresources,implementpredictivemaintenance,optimizethesupplychain,mitigaterisks,andimprovedecision-

making,organizationscanachievecostsavingsandenhanceoverallfinancialperformance.”

Itisimportantto

balanceexploration

ofemergingdigital

innovationswithlegacylandscape

Adoptionofnewtechnologiesneedstobebalancedwithrespectfortheexistingsocial,cultural,andorganizational

considerationsinordertoderivemaximum

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value.FrankLoydl,ChiefInformation

sameroom.Atthemoment,theyarenot.”

Officer,Audishares:“Weneededto

Bayer’sBijoySagaradds:“Wewillachieve

transformtheexistingarchitectural

sustainabilitygoalsonlyifeverybodyinthe

landscapesuchthatnewtechnologies

ecosystemworksonthemtogether.”

couldoperateusingtheexistingdatato

createvalue.”

Theemergenceofanynewtechnologyis

associatedwithethicalconcernsaround

Adoptionofdigitaltechnologiesalso

potentialmisuse.Emergingtechnologies

meansre-engineeringtheskillsetsof

suchasgenerativeAIandsyntheticbiology

theexistingworkforce.Mercedes-Benz’s

arenotimmunetothisethicalconundrum.

EefjeDikkercomments:“Weareentering

SusanHockfield,ProfessorofNeuroscience

adigitalerainwhichmostpeoplewillbe

andPresidentEmeritaatMIT,reiterates:

expectedtoadapttoworkingwithnew

“Weneedtosetstronglyenforced

technology.”Trainingprogramstohelp

perimetersbut,unfortunately,wedonot

long-servingemployeesupskillandstay

havestronginternationalagreement.”

relevantwillnurtureapositiveculture

Collaborativecommitmentbetweenthe

amiddigitaltransformationinitiatives.

variousparticipantsisrequiredtofacilitate

AdrienneHorel-Pagès,ChiefSustainability

theformulationandimplementationof

OfficeratLaBanquePostalesays:“The

clearlydefinedboundariesaroundtheuse

onlywaytodrivechangeistotrainand

ofemergingtechnologies.

reskillpeoplecontinuously.”

Collaborationisthekey

tosuccessintheeco-

digitaleraTM

Intheeco-digitaleconomy,organizations

–and,indeed,nations–cannolonger

affordtooperateinisolation.Collaborative

ecosystemswillbecomeimperativeto

harnessingthevariousdigitaltechnologies

effectivelyforsustainablegrowth.

JimO'Neillemphasizestheneedforall

nationstoworktogether:“Whenitcomes

todigitalizationandsustainability,world

leadershaveallgottobesittinginthe

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ExecutiveSummary

Getthecultureright

Aculturethatencouragesexperimentation

isessentialtothesuccessofthisnew

eco-digitaleconomy.Itwillalsorelyon

ensuringaccesstoeducation,information,

andfacilitatingconditions,isavailableto

everyone,irrespectiveoftheirgenderor

socio-economicbackground.Unfortunately,

thereremainsubtlebarrierstowomenin

particularthatwillresultintheearlydeath

ofsomebrilliantideas.SusanHockfield

highlightsthischallengeinpracticalterms:

“Lessthan4%ofventure-capitaldollarsgo

intowomen-foundedcompanies."

Asawayofovercomingsuchobstacles

atastructurallevel,EefjeDikkeradvises

organizationstobemoreforward-looking:

“Astrategymayhavebeensuccessfulfor

thepreceding10years,butthisdoesnot

guaranteesuccessforthenext10.When

theorganizationisfacedwithwaves

ofchange,leadersneedtoavoidthe

complacencyoflivinginpastgloryand

moveforwardwiththeireyesopen.”

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TheCEOCorner

ThomasKurian

ChiefExecutiveOfficer,

GoogleCloud

Googlecloud

TheCEO

Corner

indiscussionwith

AimanEzzat

ChiefExecutiveOfficer,

Capgemini

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ThomasKurian,

ChiefExecutiveOfficer,

GoogleCloud

ThomasjoinedGoogleinNovember

2018astheChiefExecutiveOfficerof

GoogleCloud.PriortoGoogle,Thomas

spent22yearsatOracle,wheremost

recentlyhewasPresidentofProduct

Development.Beforethat,Thomas

workedatMcKinseyasabusiness

analystandengagementmanager.

Hisnearly30yearsofexperience

havegivenhimadeepknowledgeof

engineering,enterpriserelationships,

andleadershipoflargeorganizations.

AimanEzzat,

ChiefExecutiveOfficer,

Capgemini

Withmorethan20years’experience

atCapgemini,AimanEzzathasa

deepknowledgeoftheGroup’smain

businesses.Hehasworkedinmany

countries,notablytheUKandtheUS,

wherehelivedformorethan15years.

AimanwasappointedChiefExecutive

OfficerinMay2020;priortothat,from

2018to2020,heservedastheGroup’s

ChiefOperatingOfficerand,from2012

to2018,asChiefFinancialOfficer.

AimanisalsoontheBoardofDirectors

ofAirLiquideandisamemberofthe

BusinessCouncilandtheEuropean

RoundTableforIndustry.

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THERISEOFTHEECO-DIGITALECONOMY

Whatisyourviewofthedualtransitiontoamore

sustainableanddigitaleconomy?

—Thomas:Webelievethatdigitizationandsustainabilitygohandinhand.

Todayweareseeingdigitalservicesspanvirtuallyeverypartofaconsumer’slifefromthewaytheyfindinformationtothewaytheybuyproductsand

payforthem.Wearefocusedonenhancingtheconsumerexperienceand

bringinginnewexperiencesinsearchandmaps,aswellasconversational

assistantsandmore.Webelievethesedigitalservicescanhelppeoplemakemoresustainabledecisions—infact,in2022,wereachedourgoaltohelp

onebillionpeoplemakemoresustainablechoicesthroughourproducts,andwecontinueonthisjourney.

Throughourcloudbusiness,weofferorganizationsanewwaytodrive

impactfortheirbusinessandsustainability.WehelporganizationsharnessAIforimprovedsustainabilitymeasurementtobuildresilience,AI-powered

insightstouseenergyandresourcesmoreefficientlyinoperations

andsupplychainstoreducecosts,andAItoolstounlocknewgrowth

opportunitiesandmarketswhileacceleratingsustainabilityimpact.

Digitizationandsustainabilitygo

handinhand."

ThomasKurian

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—Aiman:Wearetodayatacrossroads–organizationsneedtodelivergrowthandprosperityinasustainableandecologicallysafeway.Theongoingshifttowardsamoredigitalandsustainableworldnotonly

boostseconomicstrengthbutalso

alignswithsocialandenvironmental

responsibilities.Byputtingdigitalinsideeverything,fromproductdevelopmenttomanufacturingandoperations,

businessescanleveragevastamounts

ofdataandbecomeinsights-driven,inrealtime–creatingopportunitiesfor

moreefficient,resilient,andsustainablebusinessmodels.Hence,wearetotallyalignedwiththeideaofaneco-digital

economy.Inscaleandimpact,the

eco-digitaleraTMiscomparableto

theindustrialrevolution.Itisunlike

anythingthathascomebeforeand,

todate,societyhasharnessedonlya

fractionoftheoverarchingpotentialof

Wearetodayat

acrossroads–

organizationsneedtodelivergrowth

andprosperityin

asustainableand

ecologicallysafeway."

AimanEzzat

digitaltechnologies.Inthesamevein,goingforward,sustainabilitywillbeembeddedinallbusinesspractices,drivenbydigital,todelivereconomic,

environmental,andsocialvalue.Technologywilldrivethisdualtransition,

notjustinthewayweenablebusiness,butinthewaywecreatevalue.Inanutshell,technologycanenablebusinessleaderstodomore,orbetter,evenwithless.

Achievingthenecessarydramaticdecreaseincarbonemissionswillrequiremassiveinvestmentandahugecreativeeffort.Organizationswillneed

toharnessdigitaltostreamlinetheircorebusinesses,inordertofreeup

investmenttosupporttheirdualtransition.Ibelieveweareatthedawnofanewtransformativeera,andwehaveonlyscratchedthesurfaceofhow

digitaltechnologiescanhelpexpeditethedeliveryofsubstantialeconomic,environmental,andsocietalbenefits.

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"Ibelieveweareatthedawnof

anewtransformativeera,andwe

haveonlyscratchedthesurfaceof

howdigitaltechnologiescanhelp

expeditethedeliveryofsubstantial

economic,environmental,and

societalbenefits."

AimanEzzat

Inthisdigitalandsustainableera,whydoyouthink

organizations,irrespectiveofsize,arenowthinking

cloud-first?

—Thomas:Cloudhasalwaysbeenaboutsimplifyingtechnology,makingit

moreintuitive.Theoriginalpremiseofcloudcomputingiseaseofaccessto

technologywithouttheresponsibilityofrunningityourself.Forexample,for

anorganizationtounderstanditsinventorypositionortounderstandhow

tosegmentitscustomers,itrequiresaccesstolarge-scaledata-processing

infrastructure.Hence,dataisessentiallythefoundationofdigitization.You

musthaveastrongdatafoundation,andcloudplatformssuchasGoogle's

BigQueryenablethis.

Ontopofthat,peopleincreasinglywanttouseAItoautomateworkflow,

streamlineprocesses,andreachcustomersmoreeffectively.Forallthese

reasons,theyneedthescaleofprocessingthatcloudproviderscanoffer

forpackagedAImodels,facilitatingtrainingandoperationalefficiency.

Cloudsolutionsalsoprotectdata,systems,andcriticalinfrastructurefrom

cyberattacks.

GoogleCloudnotonlyhelpsorganizationsdigitallytransform,wehelp

customersruntheirbusinessesmoresustainably.Wehavematched100%

ofourannualglobalelectricityusewithrenewableenergyeveryyearsince

2017,andwehavemadestridestowardsourgoalofrunning24/7carbon-

freeby2030,providingamoresustainableinfrastructure

forcustomers.

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GoogleCloudnotonlyhelpsorganizations

digitallytransform,

wehelpcustomersruntheirbusinessesmoresustainably."

ThomasKurian

—Aiman:Cloudtechnologiesandsolutionstodaydeliveraneasy

adoptionpathwhileimprovinguponlegacysystems.Theability

toscaleandmanagetheever-growingvolumeofdatamakesit

aneconomicandsustainableoption.Cloudenablesustodeliver

ourleadingcapabilitiesinbusinesstransformation,infrastructure,

applications,data,AIandengineering,inanarrayofindustry-specificusecasesandaccelerators,toassistclientsintheirdigitaland

sustainabletransformationjourneys.Cloudsolutionsprovideusa

pathtoleverageemergingtechnologiessuchasAIinasustainableandeconomicallyfeasibleway.

Cloudenablesustodeliverour

leadingcapabilitiesinbusiness

transformation,infrastructure,

applications,data,AIand

engineering."

AimanEzzat

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—Thomas:AIappliestolargeorganizations,typicallyinfourplaces.

First,someorganizations,likeHomeDepot,areusingAItostreamlineandimprove

coreinternalprocesses,suchasaccountsreceivablemanagement,theirHR/IT

helpdesk,procurementprocesses,andsupplychain.

Asecondareaisproductivity.AIcanhelp

onboardemployeesmorequickly,helping

toscalesupporttomorecustomers.An

exampleistheworkwe'redoingwith

Victoria'sSecret,wherewe'rehelpingthembuildAIsystemsandagentsthatcanidentifythebestproductsforacustomerwhiletheyareshoppinginastore.

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AIFORDRIVINGVALUE

WheredoyouthinkAIcan

addthemostvalueforlarge

organizations?

"Organizationsare

usingAItocreate

newproductsor

fundamentally

changehowtheir

existingproducts

function."

ThomasKurian

Thethirdareaisinnovatingaround

customerinterfaces.Thistakesmanyforms:

helpingWendy’sstreamlinehowpeople

orderfood,helpingInstacartstreamline

customerservice,andhelpingVerizon

streamlinethecallcenter.It'sallabout

integratingthatcustomerexperienceacross

allinterfacesandchannels:web,mobile,

pointofsale,andcallcenter.

Thefourthareaisexperimentingtobuild

completelynewexperiencesfeaturingour

products,essentiallychangingthenature

oftheirbusinesses.Organizationsareusing

AItocreatenewproductsorfundamentally

changehowtheirexistingproductsfunction.

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—Aiman:Today,generativeAIisalreadyatopagenda

iteminboardrooms,andmostorganizationsviewthe

technologyasadisruptor.Thepotential

ofgenerativeAItodriveinnovationand

tonearlyallfunctionsandhasapplications

improveefficiencyandproductivityextends

ivfingByusinggenerativeAI

years–muchbeforethetechnologydrewtoautomateprocesses,

ioptimizeresources,

benefits,inparticularintheareasoflifeimplementpredictive

ercaide-maintenance,optimize

ranging,fromcreatinguniquecontentthesupplychain,

oiksmitigaterisks,and

andgeneratingsyntheticdata.Ourownimprovedecision-

ltsemakin