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You know, the purpose of AI is to be smarter, to be more efficient, to be more effective,

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and that's hyper-personalization.

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If you have a Netflix subscription, the personalization's have gotten better and better,

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and that's because of AI technology in there.

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What does that do?

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It saves you time from just scrolling their vast content network.

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And that's honestly what made streaming so palatable for the masses is because it is a

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time saver.

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It is the continuous flow of information, and that's what we're seeing with AI is giving

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us continuous flow of information that's perfectly suited for us.

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Welcome to the Executive Connect podcast, a show for the new generation of leaders.

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Join Melissa R. Skagge as she speaks to a wide variety of guests that bring new insights

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into leadership, prosperity, and personal growth.

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While no one has all the answers, by building a community of open-minded and engaged leaders,

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we hope to give you the tools you need to help you find your own path to success.

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Welcome to the Executive Connect podcast.

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I'm thrilled to have Solina Akaro here today to speak with us on AI.

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Solina is the vice president and founding practice leader in Gartner's Executive Advisory

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Services, where she is responsible for $100 million in recurring revenue and the P&L.

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She has also worked at Accenture, AIG, BMC Software.

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Welcome Solina.

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Thanks so much.

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Thanks for having me.

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One of my favorite subjects to talk about is AI.

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I'm thrilled to just get started with talking about the monetization of AI.

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Can you discuss some of the effective strategies in monetizing AI in various industries?

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Yeah, absolutely.

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So, you know, AI is this hugely, it's not a disruptive technology, right?

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AI is a complementary technology.

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It's making everything we do and do it more effective and more efficiently.

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So people stand to make a lot of money by implementing AI technologies.

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And effective strategies for utilizing AI in order to monetize it is, first and foremost,

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you need to have some key performance indicators in place, right?

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So how are you going to actually use it?

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It's really, really important.

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So I always recommend to people usage metering is really important.

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So how much has your usage increased by implementing AI LLMs?

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How much more precise has your voting and pricing gotten for your organization and then forecasting

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demand of usage for your system and then just your modern billing practices?

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So various ways that you're seeing from a consumer standpoint though, you know, from monetizing

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AI is really, you know, I guess one of the best known ones is being, right?

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Microsoft purchased OpenAI and implemented it into their platform into the Bing search engine.

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And what that did was it allowed a hyper-personalization aspects come into place and most people don't

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realize this.

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And now take your information that you put in and that you type in for your search and

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the things that you're interested in.

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And it will start hyper focusing, not only making the search results more precise, but it

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will start hyper focusing some of those banner ads that you have across the top, right?

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So that way your immersion is that much more specific and time savings.

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And that's a huge monetization play because if they have the right ads coming your way, you're

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more than likely going to purchase the product that's coming, they're going to get ad revenue

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from that and it just keeps paying it forward.

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Yeah, I love all those pop-ups that I get.

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And it's true because we're all guilty of clicking on ads that are, you know, tailored to

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us.

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I am absolutely guilty of it myself.

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And so although I do appreciate too, right?

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It saves me from searching for things.

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So it's both ways, you know, I love it because I'm getting what I need, but then I'm also

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like, do I really need those things that they're popping up and reminding me as well?

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So, you know, another side to AI, I think of like cyber risk and governance and compliance

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are really hot topics right now, along with, you know, monetizing AI.

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So from your perspective, what are some common risks associated with AI deployments and how

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can organizations mitigate them when they're, you know, going through those, those migrations?

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Yeah, so a couple of things.

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So first and foremost, I think the key thing around AI, right?

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It's a complimentary technology again.

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So it's not well regulated yet, meaning that, you know, we don't know what we don't

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know about AI.

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So if you have a data rich environment, if your organization that produces a lot of data,

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understand that while you may be pulling data from AI, like it's also consuming your data.

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So, you know, how much of your IP do you want to give up and, you know, how much risk

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are you comfortable with?

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And then from a consumer standpoint, how much of your personal information are you comfortable

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giving up?

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And have frameworks in place yet because the technology is so new to opt out on personalization.

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I mean, those are more static type of data requests.

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So in terms of, you know, risks and governance, like one of the best ways I think to devise

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your governance structures, one, understand what you're, what you are comfortable sharing.

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So think about it from what you're comfortable sharing first.

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Because you can devise your governance structure from that aspect.

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Like, we don't want it to go on these systems or we don't want to be allowing certain types

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of requests to come through, right?

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Because again, it's a, it's a, it's a pull, but it's also a consumption at the same time.

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To business making the engine smarter, that's how machine language works.

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The other thing too is if you're in, you know, it's based on where you're located, whether

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you're international or you're domestic, understanding what are some of the governmental regulations

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that are in place.

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And I think, like, you know, there's Biden's framework that he just put in place for AI security

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and he put together a committee, but really understanding some of that China has won.

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And so understanding those and how your business plays into that is is a good way to determine

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what are the, what's the risk framework to put in place?

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You know, well said, kind of pivoting gears a little bit, you know, moving on to more

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consumer use of AI.

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I know that I don't think there's a week that's gone by recently where I'm not asked by

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a CIO or somebody that's curious about chat GPT.

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Like, how can we leverage these AI tools to enhance, you know, not only employee experiences,

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but customer experiences?

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Do you have any thoughts or thoughts on how organizations can use AI like chat GPT?

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Yeah, so chat GPT is actually a very wonderful product.

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Like, I use it personally all the time.

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So like, when I'm wondering about stuff and it gives you much more precise interaction

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than Google, the other thing I think from a consumer standpoint is it really does help

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with grammar and writing.

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So, you know, when I'm creating emails or, you know, documents, whether it's personal

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or professional, you know, I run a through chat GPT a lot.

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So like, you know, how would you say this?

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So, and it, and not only does it help me, right?

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It then makes me smart because I'm seeing the usage and, you know, the type of grammar

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is using and then how it's explaining things and so it makes me a better, a better writer.

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So, you know, so there's some really basic uses of chat GP if you need to update your resume,

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anything like that, right?

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It can give you some really great examples and help you with that.

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The other thing I really like, like, some innovative AI applicant-like consumer companies

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that have utilized chat GPT or used it as the backbone for, you know, their AI powered

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support is like Tesla.

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So like, when, you know, Tesla is probably the epitome of smart design and innovative technologies.

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Well, you know, when you go to Tesla's website or you need to log in and speak with someone,

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you're actually talking with the bot, but basically, you know, from AI.

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And same thing with Cardinal Health.

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So when you're actually, you know, going out to Cardinal Health, you want to find the right

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doctors, the right healthcare providers that fix your plan that's not going to, you know,

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Cardinal Health is implemented AI into their platform.

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So these are all like really, really great uses of it from a consumer support standpoint.

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Yeah, I'm seeing that a lot right now is there's bots on every website, whether it's an exercise

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app like you said or Tesla, I do see a lot of, you know, quick help with AI instead of

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calling in and waiting and being transferred people or trying to organize calls better or,

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you know, help get people to the right people using AI.

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So I love that.

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I didn't even realize Tesla was doing that as much.

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You know, I think of like how it's shaping people's preferences and how people are using

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it.

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And I think I heard a statistic, I don't know if this is correct, but 70% of the, of the

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US population is using AI in some fashion, whether it's chat GPT or they're using it out

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the company.

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And so when I think of AI, I'm wondering like how it's going to be evolving, like even just

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this year, this year, typically in tech, we talk like, you know, one to five years, but

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AI seems to be evolving so much faster than, you know, since I've been in tech.

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So any, like how do you see it shaping behavior preferences and maybe challenges that go

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along with that?

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So I think from a consumer standpoint, what we're going to see is because AI is really

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going to focus on hyper personalization, you know, from a marketing standpoint, there's

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nine touch points with the customer generally in the marketing life cycle.

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And that's with any product, any service, right?

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Well, you know, the purpose of AI is, is, is, is, is to be smarter, to be more efficient,

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to be more effective and that's hyper personalization.

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So I mean, as you can see, like if you have a Netflix subscription, which I think just about

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everybody in the free world does, you know, the personalization's gotten better and better

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and that's because of AI technology in there.

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And what does that do, right?

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It saves you time from like just scrolling their vast content network.

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Well, think about if you can get that level of personalization in everything that you're

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doing, think about how much time you're saving.

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I mean, I kind of liken this to what, when I saw kind of a merge with, in media with streaming

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services, right?

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One of the beauty of streaming services is they don't have commercials, right?

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That was one of the, the vast beauties like, I have a 19 year old son and a couple of years

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ago when he was a teenager in Stead Home, not in college yet.

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I had gotten a full usage version and I got in the full usage description through my son

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provider.

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So it actually did have commercial breaks, right?

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So it wasn't straight streaming.

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And that was free through my, through my, my son, my son provider.

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Well he turned around without me knowing and upgraded it to the non commercial version,

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which was like 60 dollars a month.

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And so I see this show up and I'm like, wow, what is this?

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I'm not paying $60 a month for Hulu.

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And I asked myself, did you, did you change?

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And he was like, yeah, because I can't handle commercial's mom.

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That just waste my time.

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And that's kind of when that hit me that like, oh my gosh, the generation, our generation

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currently, our kids, you know, the Gen Zs and Gen Alphas, they, they don't know what it's

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like to wait to see something.

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And that's honestly what made streaming show palatable for the masses is because it is a

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time saver.

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It is, you know, it does, it is a continuous flow of information.

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And that's what we're seeing with, with AI is giving us continuous flow of information.

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That's perfectly suited for us, right?

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Like how fabulous would it be to go to Amazon?

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And yeah, you still get your search bar if there's any confine whatever you want, but

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based on your last browsing history, and it's very accurate.

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This is what you bought in the last 30 days and you're likely to need refills on it.

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This is what, you know, this is some of the content you've absorbed from Amazon Prime.

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And you know, if you're some stuff that's very similar and it's not in disparate locations

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that it's all under personal, your personal portal.

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Yeah, it's convenient, right?

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It's convenient because it's, it's a lot of like you mentioned, it's a lot of cycles to

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remember.

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I may be out of a prescription or, you know, shampoo or whatever you get every 30 days.

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And it's, you know, in our busy lives, sometimes we tend to forget those kind of things.

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And it is amazing to use those tools that can remind us when we're off doing more important

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things.

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I know I heard recently at a conference I went to where some of the employees at this hotel

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were inputting, you know, please help me craft a apology to Jane DeRouge.

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And so it's a video, it 123 Main Street about how we did X, Y and Z.

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So I know it's really great to use the tool, but also it's really important to make sure

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we're aware of the information we're telling the AI tool to do and the private, you know,

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PII data that we're putting into it because there are some, you know, issues with privacy

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when we put, you know, our pertinent information into some of these tools.

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So how do you think that plays, you know, into, you know, the advancement of AI and business

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is like educating their people on how to, and what to put in, you know, these tools.

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Any thoughts on how, from a compliance and regulatory standpoint from PII data?

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Yeah.

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So I think that's really going to depend on the organization and what they do in terms

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of like if they're, if they're national or if they're international first and foremost,

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right?

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Because the privacy laws differ throughout the world and there's lots of confliances in place

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that you have to abide by if you do, if you do work, if you know, if you're selling products

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or goods in international markets, because other countries do have stronger PII,

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restrictions than we do in the US, right?

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And so, you know, when I'm seeing a lot of times our organizations or first and foremost,

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if they don't have a handle on that, they're locking the use of AI in the corporation.

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So they're not going to have that.

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But then two, again, it goes back to what I was saying earlier, like you have to understand

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which national regulations touch the business that you're in.

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So if you're an international company, you do business with China, you do business in the

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United States.

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You need to understand what they're stating as the minimal regulatory policy and then you

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need to follow that, right?

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Don't try to reinvent OEO because you might be missing something.

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Additionally, until you're sure, AI is not going anywhere and you're not going to miss

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the bandwagon if you don't jump on it this year, right?

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Now, I could be saying something different in five years, right? Because it is a rapidly expanding

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and changing technology.

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But there's something to be said for people who observe and then go into play, right?

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You can learn from others mistakes instead of making them mistake yourselves.

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Yeah, absolutely.

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I've been hearing different metrics about how businesses are using AI.

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They're able to catch more of this or give employees an hour back in their day.

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Have you heard any specific metrics tied to AI and productivity in the workplace?

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In terms of productivity, not yet.

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I've heard more effectiveness metrics like I was giving you the example and I think education

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is one of the really big ones, right?

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I've heard that students have become, you know, when there have been some pilot studies

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across some K through 12 schools that are utilizing AI tools like Socratic and Cheg to help

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the students and not be like, and not be a no-no, you can't use it, but actually utilizing

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them to help them prepare better.

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And we've heard, you know, there is data, preliminary data to support that they are effective users.

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They're effective suppliers of quality information to students.

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So and that's what we want, right?

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I mean, we're educating our students.

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We want to make them smarter.

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We want to make them more effective.

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And so utilizing AI and those in that type of arena, I think can be very, very beneficial.

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And that's where I'm hearing some of those more effectiveness metrics in terms of productivity

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metrics.

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I know some teachers, personally, who have experimented with utilizing AI like chat GPT or

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even Bing, right?

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Just putting it into the Bing search bar to help them refine their lesson plans and they

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have found that immensely helpful and put in some really creative things to help engage

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the students.

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So that's, you know, literally taking into account probably 50,000 brains, right?

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Versus two brains or three brains.

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So I would think that that would be a strong effectiveness or productivity metric because,

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you know, one of the things I have some close friends that are teachers may tell me like

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what some planning is probably like the long tail on their day.

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Yeah.

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Now I'm curious, which one do you think is the best for those type of things?

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So if you want to, let's say you want to clean up, you know, you're writing a thousand

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word article and you want to make sure your grand hours write or maybe expanding it to

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1200 words, is there one that you go to typically?

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So one that I've used typically and like my kids use it a lot because of school and everything

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is Grammarly, right?

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Grammarly.

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Because that's also embedded in most Microsoft applications or it embeds easily with Microsoft

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applications.

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Most kids are writing on word.

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And when I like it out, Grammarly, it doesn't write out your information for you have

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to write it and then it will improve it.

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I find for business, business facing information, like if you just want to do like an email

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and you're not quite sure how to word it.

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You know, chat to your piece kind of fun to ask, like, how do I write this and make me sound

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empathetic if you're not a naturally empathetic person, right?

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Or, you know, how do I sound directive or, you know, like I played around with stuff like

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that and chat to your piece popped out some pretty cool stuff, like some pretty cool concise

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emails that sound the way I want them to sound, not the way I personally would say it.

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And then, you know, another one that can be really helpful to help kids think further.

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And I know it's kind of big in schools is so chronic and then check, check's another big one.

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So, yeah, I got to do, I keep saying I'm going to take one question and ask all, you know,

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the top five tools and see what, what responses I get.

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It kind of be a neat experience to take the same question and plug it into different tools

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and see what kind of content it, yeah, you know, outputs and I keep saying, you know,

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the same thing I'm going to do that, Selena and I haven't done it yet.

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So, it is on my to-do list to try one question and see how it comes out.

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Just kind of two questions, two final questions.

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One, maybe the top ways that an employee could use AI from your perspective and then just

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maybe secondly be like, how can just, you know, regular people, moms, people that are, you

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know, looking to find a good cookie recipe?

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How can just outside of the work day, how can people use AI under data day?

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Kind of A and B.

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Yeah, so how can employees use AI?

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Because again, it is so new.

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Honestly, I would use it for an exploratory manner.

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There's kind of things that you just deal with on a day-to-day basis that you need some

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assistance with.

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So, some people have trouble managing everything they have to do in their day.

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And so, you see lots of productivity tools and apps that are out there, right?

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So, there's like one called Motion and that's AI-powered.

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And it's about like helping you get your calendar all in order and everything.

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But, you know, you could also just ask Chat GTP, what are some ways that I can, you

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know, improve my time and my day and see what it comes back with, like, again, so it's

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exploratory.

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Figure out the right way to ask the question to get the answer you're seeking.

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And then from, what was the second question?

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So just from your work, like an employee and then your day-to-day personal life.

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Yeah, and so then from a personal life perspective, like, what are those things that you're

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really interested in that you just don't have a lot of time for?

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You know, like, I know I'm, I like to cook.

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I really do, but I don't have a total ton of time to cook.

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And so, I'm always trying to find the best recipes, but I'm also time constrained.

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So, you know, I've done Google search, especially like in 2020.

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Okay, what is a good 35-minute meal that I can prepare for my family?

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And, you know, I found a website called 35-minute meals or 30-minute meals.

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And, you know, they had recipes in there that I did follow, but, I don't know if they were

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the best.

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But, so, chat GTP because of the sheer power of the network that it has and all the nodes

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that it has basically spidering out, like literally asking it that question, I could get,

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I feel more confident in the search result that's going to give me, because it's likely

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going to give me a recipe that should take me 35 minutes, but it might not be from a website

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that says 35-minute meals.

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Yeah, I agree.

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I've used it so many times for recipes because you never know, like, are people paying to,

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you know, to get their stuff boosted to the top?

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Or is it really that creative recipe, right?

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Right.

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Right.

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And the positive side right now, I haven't seen that.

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I have to be honest.

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I have a little digging in chat GTP if they do that, right?

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But we know with, you know, most blogs and most search engine results, right?

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You can pay to play because they have figured out ways to monetize that technology, since

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we're still in the infancy stages of AI.

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I don't quite know if consumer facing AI has that embedded in it.

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I don't think it does yet.

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Yeah, exactly.

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I haven't looked myself either.

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Any final thoughts or anything that you want to leave with the listeners before we close

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out?

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You know, I guess just really be open minded.

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Like this can be a real benefit in our day to day lives.

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And it's not high.

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You know, I've been an emerging technology's my entire career, which has spanned over 25

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years.

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You know, and this is honestly the most robust, most exciting technology I've seen come to

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there.

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So I think we're going to see a lot of really good things coming up.

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And I'm excited.

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I'm excited for what it could do because I don't know about you, but being a working mom and

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wife, you know, I'm always pressed for time and things I can do to make my day more efficient

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and effective or at the top of my list.

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And so if I can utilize the technology to do so, then I'm right there for it.

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You know that I think that's the number one reason I use AI is more efficiency and more

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productivity in my day.

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And I think that's what I'm looking for, like you said, is faster ways to make food, faster

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ways to get places, faster ways to do things.

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So I could have more time in my day to do these things that I never get to do on my to do

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lives.

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In closing, Selena, thank you.

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First of all, thank you so much for being here.

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I appreciate you.

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I appreciate your time and the thoughts you've shared with our listeners.

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How do we get in touch with you?

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Is there a way that our listeners can connect with you if they something resonated with

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them here today?

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00:26:26,280 --> 00:26:27,280
Yeah, absolutely.

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So I am on LinkedIn, Selena, Acarto, just send me a message and I'm happy to accept it.

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And if you want to have a conversation, I'm always open for those.

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I'm always looking to network and discuss things openly with other like-minded professionals.

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So absolutely, Selena, Acarto, and I do follow the executive connect blog myself.

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So hopefully I'll be, you know, coming across some other, some other listeners and some

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of the chats on there.

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Yes, absolutely.

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Thank you so much for being here today.

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And that's the executive connect podcast.

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You've been listening to the executive connect podcast.

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If you have questions or ideas on how to bring leadership to your next level, email us at

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executive connect podcast@gmail.com.

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And don't forget to subscribe, check and catch every new episode.

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Until next time.

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