What Does That Mean

Introduction to AI-First Culture

There has been no shortage of talk about managing organizations around “AI-first” approaches, meaning managers would consider whether AI could do a job, or a set of tasks, before humans are brought in. But AI-first goes deeper than that, suggesting an organization’s entire culture can be redesigned to incorporate the broad intelligence solutions that AI platforms and tools can offer. What would such an organization look like, and is this something a decades-old company could pull off?

Cisco Systems’ Transformation

Cisco Systems, which was founded more than 40 years ago, has been undertaking such a transformation over the past three years across all aspects of its business. This includes transforming “the way that we build product, the way that our products get used by customers, the way that we actually get jobs done within the company,” said Jeetu Patel, president and chief product officer for Cisco.

Overcoming Resistance to Change

Even in what is one of the most technology-savvy companies in the world, such an effort will meet resistance, Patel recently explained on a recent episode of Michael Krigsman’s CXOTalk. “It’s a cultural shift. It’s actually fraught with a level of skepticism." Still, “If you looked at us a year and a half, two years ago, no one would have really said that Cisco is AI first,” he said.

Embracing AI-First Culture

An issue companies encounter is “people have actually been afraid of AI, saying, ‘Hey, AI’s going to take my job, so I’m not going to go out and use it,” Patel added. “I actually find that it’s less about AI taking your job, it’s more about someone that uses AI better than you in their jobs is probably the one who’s going to take your job.” Ultimately, “the dexterity that you need to show in the way in which you do everything with AI is going to be pretty important,” he said.

Key Considerations for Building an AI-First Culture

There are three key considerations in building an AI-first culture, Patel explained:

• Set a culture where AI-first is an expectation.
• Provide the right tooling and training for the employees so that they know that AI adoption is expected of them.
• Make sure AI-first is not just a nice-to-have, but it is an expectation on how work should be done in the future.

Customer Transformation

Customers are also part of the transformation to an AI-first culture. “One area that we struggle with is that the pace and rate of change is so fast that communicating that to our customers and having them digest that change is a challenge,” said Patel. “I don’t think we’ve cracked the code on that.” Customers have a view of Cisco from more than three years back, “and frankly, it’s an entirely different company than what it used to be three years ago,” he added.

Applications of AI

AI is accelerating the company’s responses to support tickets. It also is helping to reduce overhead costs. On the sales side, AI will help accelerate sales meetings, as well as legal and accounting processes involved with the sale. “All of those things will have AI as a pretty critical component of it, and I do feel like the sales process is going to change quite materially over the course of the next few years. And you will never be in this position where you go completely blind and unprepared into a conversation because AI can get you prepared within a very, very compressed amount of time on what needs to happen.”

Advice for the New Generation

What’s important now for the new generation that’s entering the workforce – as well as existing workers – is not to operate out of fear of AI, Patel advised. “You have to operate from a place of looking at the possibilities and looking at the opportunities that actually can be unlocked. I would urge people to just have a very different kind of mental model, which is, there’s nothing that should stop us from actually being curious about how we might be able to use AI, and this technology is going to get easier and easier and easier, where no longer is technical dexterity going to be an impediment.”

Conclusion

In conclusion, adopting an AI-first culture is a significant transformation that requires a cultural shift, overcoming resistance, and embracing new ways of working. By setting the right expectations, providing training and tooling, and making AI-first a core part of the organization, companies can unlock the full potential of AI and stay relevant in a rapidly changing world.

FAQs

• Q: What is an AI-first culture?
  A: An AI-first culture is an organizational culture that prioritizes the use of artificial intelligence in all aspects of the business, from product development to customer support.
• Q: How can companies overcome resistance to AI adoption?
  A: Companies can overcome resistance to AI adoption by providing training and tooling, setting clear expectations, and communicating the benefits of AI to employees and customers.
• Q: What are the key considerations for building an AI-first culture?
  A: The key considerations for building an AI-first culture are setting a culture where AI-first is an expectation, providing the right tooling and training, and making sure AI-first is not just a nice-to-have but an expectation on how work should be done.
• Q: How will AI change the sales process?
  A: AI will help accelerate sales meetings, as well as legal and accounting processes involved with the sale, and will provide critical components to the sales process, making it more efficient and effective.