Innovation and Technology
3 Reasons To Consider AI Agents For Your Organization

Reason 1: Capital Substitution for Labor
I am currently analyzing the economics of automating call centers with and without generative AI. I have calculated that for the price of $30 worth of AI "tokens" per day, I can automate a majority of a call center employee’s job. The fully loaded cost of a call center worker’s salary in the U.S. is about $300 per day. That means that for about 10% of a human worker’s salary I can create a digital worker to deliver 50% or more of their job, and I still have $290 per day to automate even more. As in the industrial revolution, the AI age is ushering in a massive substitution of capital for labor. Many studies have shown this powerful trend, and every executive must take a long hard look at their own organization because of it.
How big will this trend be? I expect in 2025 a third or more of firms will deploy labor-saving generative AI/AI at scale in at least one major function. These hybrid organizations will lead the way in cost as they also learn how to optimally create and work with digital workers. Developing a new productive capacity takes time, so senior executives who have a wait-and-see attitude may find themselves on the wrong side of an experience curve that will be hard to compete with.
Reason 2: Lower Cost of Innovation
AI, well applied, creates organizational capacity to do new things. Think of Google’s policy of letting people work on their own innovations one day a week, which has helped them create many new things including the well-known Google Finance product. Generative AI/AI can help deliver the slack to incubate any type of innovation. Digital workers can help with the innovation process itself, too. Large firms like Coca-Cola have used AI to collaborate on images and branding, and many academic papers (such as this one) demonstrate increased innovation while using AI because it is a great collaborator on ideation, simulation, and explication.
Reason 3: Agile Scalability
As a person who has run large people-intensive businesses, I know from experience just how difficult it is to scale up and scale down personnel in the most effective and humane manner. Digital workers and the hybrid organization can deliver the promise of massively scalable services of higher quality and less volatility. For example, when getjerry.com, the popular car insurance and refinancing site, created generative AI tools to help serve its 5 million customers in the chat and text channels, it was able to automate all but 11% of the customer questions with higher satisfaction and almost instantaneous response.
Key Questions to Ask Today
- What kinds of digital workers do I need? To answer this, I’d recommend our WINS framework that helps executives decide where to start with genAI.
- Does my organization have the skill to “hire” and deploy digital workers? If not, how do I build that capability in my firm?
- How hybrid will my organization be by the end of next year?
Conclusion
If your answer to the last question is 0%, I believe you are on the road to competitive disadvantage. Firms that embrace hybridization will be able to do things faster, better, cheaper, and with more innovation, too. Moreover, they will be gaining valuable experience in this new skill of mixing human and digital workers. We are so early in this new generative AI/AI world, those leaders who create the management capacity to design, deploy, and improve a truly hybrid organization will build a more agile, innovative organization with superior economics.
Innovation and Technology
Quantum Computing Reality Check

Introduction to Quantum Computing
Quantum computing isn’t just a faster version of what we already have – it’s a complete paradigm shift. Unlike classical computers that process bits as either 0s or 1s, quantum computers use qubits, which can exist in multiple states simultaneously. This property, known as superposition, theoretically allows quantum computers to perform complex calculations at speeds that classical systems simply can’t match.
The Promises and Challenges of Quantum Computing
If there’s one technology that has captured the imagination of futurists and tech enthusiasts as much as generative AI, it’s quantum computing. The buzz is deafening – promises of breakthroughs in encryption, pharmaceuticals, and financial modeling fill headlines. We’re told that quantum will change everything, making today’s supercomputers look like abacuses. But before enterprises start reshaping their strategies around an imminent quantum revolution, let’s take a hard look at where this technology actually stands today – and what it will take to make it truly transformative.
For IT service providers, the implications are massive. Quantum computing has the potential to crack problems that were previously considered impossible – think real-time risk modeling, hyper-efficient supply chains, and unbreakable cryptographic security. But before enterprises rush to invest, they need a realistic understanding of where we are on the quantum timeline and what’s actually achievable in the next few years.
The Major Roadblocks Holding Quantum Back
Despite the hype, quantum computing is not an overnight sensation. Major technical challenges still stand in the way of widespread enterprise adoption. Let’s break down the most significant hurdles:
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Qubit Stability: The Fragility Problem
Qubits are incredibly fragile. Even the slightest environmental disturbance – like a tiny fluctuation in temperature – can cause them to lose coherence, leading to computational errors. Researchers are working on topologically protected qubits to improve stability, but we’re still five to seven years away from reliable, large-scale systems. -
Error Correction: The Achilles Heel
In classical computing, error correction is straightforward. In quantum computing, it’s exponentially more complex. Right now, quantum error rates are significantly higher than classical ones, making large-scale computation impractical. Advances in error correction are progressing, but we likely won’t see scalable, reliable systems for at least another five years. - Scalability: More Qubits, More Problems
Scaling quantum computers isn’t as simple as adding more qubits. Unlike classical chips that can be stacked and scaled efficiently, quantum systems require significant improvements in architecture and quantum interconnects. We may be a decade away from quantum systems that can reliably tackle enterprise-scale problems.
Quantum’s First Real-World Applications Are Emerging
Even with these obstacles, quantum computing isn’t just an academic exercise—it’s starting to show real promise. Several industries are already experimenting with quantum-enhanced solutions:
- Cybersecurity and Cryptography – Quantum Key Distribution (QKD) is showing potential in secure communications, with companies like ID Quantique leading the charge.
- Pharmaceuticals – Firms like Biogen are leveraging quantum algorithms to accelerate drug discovery, particularly for diseases like Alzheimer’s.
- Automotive and Mobility – Volkswagen and D-Wave are exploring quantum computing to optimize EV battery materials and improve traffic flow modeling.
- Financial Services – JPMorgan Chase and Goldman Sachs are developing quantum models for portfolio optimization and risk analysis.
These use cases demonstrate that while large-scale quantum adoption is still years away, selective applications are already proving valuable in highly specialized domains.
Where is Quantum Headed?
The race toward quantum supremacy – the point at which quantum computers outperform classical computers for specific tasks – is in full swing. But what will determine when (and how) enterprises can start integrating quantum into their operations?
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The Infrastructure Battle
Quantum computing requires an entirely new infrastructure – something only a handful of companies, such as IBM, Google, and Rigetti, are actively developing. This raises concerns about monopolization. Will quantum computing power be centralized in the hands of a few dominant players, limiting enterprise access and innovation? -
Hybrid Computing is the Future
Quantum computing won’t replace classical systems overnight. Instead, we’ll see hybrid environments where quantum and classical computers work together, with quantum handling complex computations while classical systems manage everything else. Enterprises should prepare for this hybrid approach rather than betting on a full quantum transition in the near future. -
Government and Private Investment Will Be Key
Quantum computing requires significant investment, and governments are stepping up. The U.S. National Quantum Initiative, along with similar efforts in Europe and China, is pouring billions into quantum R&D. Meanwhile, tech giants and venture capitalists continue to fund startups tackling quantum hardware and algorithms. Enterprises should watch where this investment flows – because it will shape when and how they can leverage quantum technology. - The Workforce Challenge
Quantum computing expertise is scarce. Organizations that begin investing in a quantum-ready talent pipeline now – through upskilling, partnerships, and research collaborations – will have a competitive edge once quantum computing becomes mainstream.
What Should Enterprises Do Today?
Given the challenges and the long road ahead, what should businesses be doing now to prepare for quantum computing’s future impact? Here are some strategic steps:
- Develop a Quantum Roadmap – Companies should assess how quantum computing could impact their industry and start building a roadmap for adoption. This doesn’t mean overhauling everything, but identifying key areas where quantum could create a competitive advantage in the next decade.
- Invest in Research and Partnerships – Collaboration with academic institutions, quantum startups, and industry groups can provide early exposure to quantum capabilities.
- Monitor Quantum Readiness in Cybersecurity – Quantum will eventually disrupt encryption standards. Enterprises should start preparing for quantum-resistant cryptographic solutions now.
- Experiment in a Low-Risk Environment – Companies can begin running quantum simulations and proof-of-concept projects through cloud-based quantum services like IBM Quantum and AWS Braket. This allows them to gain familiarity with the technology without heavy upfront investment.
- Build a Quantum-Skilled Workforce – Hiring quantum talent may be difficult now, but organizations can start by upskilling existing teams in quantum-related areas like linear algebra, probability, and quantum algorithms.
Conclusion
Quantum computing isn’t a passing trend – it’s an inevitable evolution of computational technology. But broad adoption is still several years away. Enterprises that wait for quantum to reach full maturity before taking action will find themselves playing catch-up in a radically transformed digital economy.
FAQs
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Q: What is quantum computing?
A: Quantum computing is a new paradigm of computing that uses qubits, which can exist in multiple states simultaneously, allowing for complex calculations at speeds that classical systems can’t match. -
Q: What are the main challenges facing quantum computing?
A: The main challenges include qubit stability, error correction, and scalability, all of which are significant hurdles to widespread enterprise adoption. -
Q: Are there any real-world applications of quantum computing?
A: Yes, several industries are already experimenting with quantum-enhanced solutions, including cybersecurity, pharmaceuticals, automotive, and financial services. -
Q: What should enterprises do to prepare for quantum computing?
A: Enterprises should develop a quantum roadmap, invest in research and partnerships, monitor quantum readiness in cybersecurity, experiment in low-risk environments, and build a quantum-skilled workforce. - Q: How soon can we expect to see widespread adoption of quantum computing?
A: Widespread adoption is still several years away, with estimates ranging from five to ten years for reliable, large-scale systems to become available.
Innovation and Technology
Social Enterprise and Technology

Using technology to create a better world, social enterprises are leveraging digital tools to tackle some of the world’s most pressing issues. From healthcare to education, technology is revolutionizing the way social enterprises operate and deliver impact. With the power of technology, social enterprises can now reach more people, improve efficiency, and drive meaningful change.
What is a Social Enterprise?
A social enterprise is an organization that uses business principles to achieve a social or environmental mission. Social enterprises can take many forms, from non-profits to for-profits, and can operate in a variety of sectors. The key characteristic of a social enterprise is its commitment to creating positive impact alongside financial returns.
Types of Social Enterprises
There are many types of social enterprises, each with its own unique approach to creating social impact. Some common types of social enterprises include non-profit organizations, social businesses, and hybrid models. Non-profit organizations rely on donations and grants to fund their activities, while social businesses generate revenue through sales and services. Hybrid models combine elements of both, using business principles to drive social impact.
The Role of Technology in Social Enterprise
Technology is playing an increasingly important role in the social enterprise sector, enabling organizations to reach more people, improve efficiency, and drive meaningful change. From digital platforms to mobile apps, technology is helping social enterprises to scale their impact and achieve their missions. With the power of technology, social enterprises can now collect and analyze data, communicate with stakeholders, and deliver services more effectively.
Digital Platforms for Social Impact
Digital platforms are being used by social enterprises to connect people, resources, and organizations. These platforms can take many forms, from online marketplaces to social networks, and can be used to address a wide range of social issues. For example, online platforms can be used to connect volunteers with non-profits, or to provide access to education and job training programs.
Mobile Technology for Social Change
Mobile technology is also being used by social enterprises to drive social change. Mobile apps can be used to provide access to healthcare services, financial inclusion, and education. Mobile technology can also be used to collect data, track progress, and evaluate impact. With the widespread adoption of mobile devices, social enterprises can now reach people in even the most remote and underserved communities.
Examples of Social Enterprises Using Technology
There are many examples of social enterprises using technology to drive social change. One example is the non-profit organization, Medic Mobile, which uses mobile technology to improve healthcare outcomes in developing countries. Another example is the social business, Warby Parker, which uses e-commerce and digital marketing to sell affordable eyeglasses and support social causes.
Medic Mobile: Using Mobile Technology to Improve Healthcare
Medic Mobile is a non-profit organization that uses mobile technology to improve healthcare outcomes in developing countries. The organization has developed a range of mobile apps and digital tools that enable healthcare workers to collect and analyze data, communicate with patients, and deliver services more effectively. With the support of Medic Mobile, healthcare workers can now provide better care to more people, and improve health outcomes in some of the world’s most underserved communities.
Warby Parker: Using E-commerce to Drive Social Impact
Warby Parker is a social business that uses e-commerce and digital marketing to sell affordable eyeglasses and support social causes. The company has developed a range of digital platforms and tools that enable customers to purchase eyeglasses online, and to support social causes through the “buy one, give one” model. With the support of Warby Parker, people in need can now access affordable eyeglasses, and the company can drive social impact alongside financial returns.
Challenges and Opportunities for Social Enterprises
While technology is creating many opportunities for social enterprises, there are also challenges to be addressed. One of the main challenges is the digital divide, which can limit access to technology and digital platforms. Another challenge is the need for digital literacy, which can enable social enterprises to effectively use technology to drive social change.
Addressing the Digital Divide
The digital divide is a significant challenge for social enterprises, as it can limit access to technology and digital platforms. To address this challenge, social enterprises can work to provide access to digital devices, internet connectivity, and digital literacy training. This can enable more people to access digital platforms and services, and to participate in the digital economy.
Developing Digital Literacy
Digital literacy is also essential for social enterprises, as it enables them to effectively use technology to drive social change. To develop digital literacy, social enterprises can provide training and capacity-building programs for staff and stakeholders. This can enable social enterprises to effectively use digital platforms and tools, and to drive meaningful social impact.
Conclusion
In conclusion, technology is playing an increasingly important role in the social enterprise sector, enabling organizations to reach more people, improve efficiency, and drive meaningful change. From digital platforms to mobile apps, technology is helping social enterprises to scale their impact and achieve their missions. While there are challenges to be addressed, the opportunities for social enterprises to use technology to drive social change are vast and exciting.
Frequently Asked Questions (FAQs)
What is a social enterprise?
A social enterprise is an organization that uses business principles to achieve a social or environmental mission.
How can technology be used to drive social change?
Technology can be used to drive social change by providing access to digital platforms, mobile apps, and other digital tools that enable social enterprises to reach more people, improve efficiency, and drive meaningful impact.
What are some examples of social enterprises using technology?
Examples of social enterprises using technology include Medic Mobile, which uses mobile technology to improve healthcare outcomes, and Warby Parker, which uses e-commerce and digital marketing to sell affordable eyeglasses and support social causes.
What are some challenges facing social enterprises in using technology?
Challenges facing social enterprises in using technology include the digital divide, which can limit access to technology and digital platforms, and the need for digital literacy, which can enable social enterprises to effectively use technology to drive social change.
How can social enterprises address the digital divide?
Social enterprises can address the digital divide by providing access to digital devices, internet connectivity, and digital literacy training, and by working to develop digital platforms and tools that are accessible and inclusive.
What is the future of technology in social enterprise?
The future of technology in social enterprise is exciting and rapidly evolving, with new digital platforms, tools, and innovations emerging all the time. As technology continues to advance and improve, social enterprises will have even more opportunities to drive social change and achieve their missions.
Innovation and Technology
Thrive Amidst Volatility

Introduction to Volatility
Five years after the start of the COVID-19 pandemic, the world in many ways feels even more tumultuous and unpredictable. And unlike five years ago, when the source of the disruption was a single, unknown pathogen, today’s volatility comes from myriad forces: global outages, AI, cyberthreats, new tariffs, trade wars, and, of course, economic concerns. For business leaders, the impulse may be to hit pause on planned initiatives and spending and wait to see how things play out. But here’s the thing: There’s no end in sight to this volatility.
Opportunity in Disruption
Yet there is opportunity in disruption — even in times as tumultuous as what we’re experiencing. Companies that thrive through volatility and come out ahead will master three critical domains: spending and resource optimization, change leadership, and risk management.
Key Areas to Master
To thrive amidst volatility, companies must focus on three key areas:
Ruthlessly Optimize Spend And Focus Resources
This is not the same as ruthless cost cutting, since reactive, brute-force budget cuts typically hurt more than they help. Instead, it’s about finding opportunities to streamline — by clearing out duplicative software, for instance, and renegotiating contracts when doing so would enable greater efficiency and savings. It’s also about reprioritizing (not pausing) modernization plans to help you be more nimble, secure, and prepared to make best use of AI and other game-changing technologies.
Take the same laser focus to understanding and serving your customers. Reevaluate your customer segments to determine who to prioritize, then double down on customer insights (leaning on zero-party data) to deliver stellar customer service.
Master Change Leadership
Adapting to perpetual change and volatility is exhausting. To be effective, leaders must act as stabilizing forces, providing confidence and clarity despite navigating terrain that most have never experienced. Recognize that leading in this climate takes balance — between keeping a steady hand on the future while meeting change at a moment’s notice and between people and processes. Employees may also be struggling with the effects of change, so develop bidirectional listening strategies and communicate transparently to maintain cohesion and engagement. Cultivate a culture of continuous learning and upskilling to foster adaptability and agility.
Embrace Risk Management
While you can’t control volatility from happening, you can manage it by taking a continuous, holistic approach to risk. Risks fall into three categories: 1) enterprise risks, or those connected to your strategy, business model, and other factors fully within your control; 2) ecosystem risks, or those arising from third-party relationships; and 3) external risks, which today encompass everything from tariffs and technology bans to pandemics and wars. During times of volatility, all business leaders must fully understand their specific risks, create scenario plans for addressing them, and have the best courses of action ready to ignite for whatever comes their way.
Conclusion
Mastering these three areas will equip you to not only thrive through volatility but also, potentially, to tap innovation and profit. By optimizing spend and resources, mastering change leadership, and embracing risk management, companies can turn challenges into opportunities for growth.
FAQs
Q: What are the three critical domains that companies must master to thrive through volatility?
A: The three critical domains are spending and resource optimization, change leadership, and risk management.
Q: How can companies optimize their spend and resources?
A: Companies can optimize their spend and resources by streamlining processes, renegotiating contracts, and reprioritizing modernization plans.
Q: What is the importance of change leadership in times of volatility?
A: Change leadership is crucial in times of volatility as it provides confidence and clarity to employees and helps companies adapt to perpetual change.
Q: How can companies manage risk in times of volatility?
A: Companies can manage risk by taking a continuous, holistic approach to risk, understanding their specific risks, creating scenario plans, and having the best courses of action ready to ignite for whatever comes their way.
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