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A recent Salesforce survey of 150 enterprise CIOs revealed that while 84% believe AI will be as significant as the Internet, only 11% are fully implementing AI technologies. CIOs face pressure to generate business value from generative AI quickly, but many lack the experience to fully understand its capabilities. Juan Perez, CIO of Salesforce, notes that impatience can undermine meaningful and responsible AI implementation.
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“The explosion of AI has really put CIOs in the spotlight and placed them in the hot seat like never before,” he says. CIOs are caught between the need to innovate quickly and the necessity of implementing AI responsibly. Many enterprises lack industrywide guardrails or proven methods for implementing responsible AI.
CIOs under pressure to deliver AI outcomes faster
Salesforce CIO Juan Perez has spoken with a lot of IT leaders of late. His big takeaway? C-suite expectations may be too hasty (and underinformed) to deliver meaningful AI value in a responsible manner. https://t.co/TOgVBebcxx
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Common obstacles include implementing proper security measures and data quality, alongside managing the danger of uncontrolled AI proliferation, which Perez terms “shadow AI.”
To address these issues, Perez advocates for CIOs to take the time necessary to set their organizations up for AI success. This involves appropriate investments in data, infrastructure, and security while managing AI responsibly. CIOs must act as leaders, setting clear priorities to maximize business value.
Salesforce has already implemented AI to support customer experience applications and plans to deliver more AI services by the end of October. These services have strong potential to manage and support IT operations across the enterprise. However, Perez stresses that many C-suite expectations cannot be rushed.
CIOs face AI integration hurdles
Perez believes AI will positively impact cost management and business value creation but emphasizes the importance of understanding the appropriate use of generative AI. “This technology is here to stay and will have a meaningful impact on how we work,” he says.
The path to effective AI integration in business operations involves a balance of innovation and careful management, ensuring that AI technologies deliver value without harming the organization. CIOs are expected to function as Chief AI Officers, advocating the integration and implementation of artificial intelligence within their organizations. The modern-day CIO is central to fostering an environment where both human and machine intelligence can co-create value for stakeholders.
This shift underscores the growing importance of AI in driving business innovation and operational efficiency. The survey indicates that security threats and a lack of trusted data are the primary concerns for CIOs when it comes to AI. While 66% of CIOs believe they will see an ROI from AI investments, 68% feel their business partners have unrealistic timelines for when this ROI will occur.
Departments such as customer service are seen as having significant AI use cases but are perceived to be the least prepared for the technology. Early AI adopters are already deploying systems, with scaled adoption expected by 2025. The successful CIO will be one who not only leverages AI for operational excellence but also carefully manages the associated risks and expectations.
The Salesforce survey underscores the evolving and expanding role of CIOs in today’s AI-driven world.
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