Measure Business Value Across Departments
Measuring the business value of Generative AI (gen AI) is crucial for Chief Information Officers (CIOs) to understand its impact on various departments and functions within an organization. By leveraging gen AI, CIOs can improve customer satisfaction scores, reduce costs, and enhance job satisfaction for service desk employees.Here are the key areas where CIOs can measure business value across different departments:
- Sales and Marketing: Measure customer retention, prospect conversion rates, and sales forecasting accuracy.
- Service Operations: Track Net Promoter Scores, resolution times, and service desk efficiency metrics (e.g., time-to-hire, candidate quality).
- IT Service Management: Monitor issue diagnosis, proactive resolution, and downtime reduction.
Target Key Areas
To effectively measure the business value of gen AI, CIOs should focus on key areas that can significantly impact the organization. Here are some target areas:1. Call Center and Service Operations: Leverage gen AI to improve customer satisfaction scores, reduce costs, and enhance job satisfaction for service desk employees.
- Track metrics such as first-call resolution rates, average handling time, and customer satisfaction ratings.
2. Employee Experience: Measure employee job satisfaction, overall well-being, and impact on employee mental health initiatives (e.g., burnout prevention).
- Track metrics such as employee engagement surveys, turnover rates, and stress levels.
3. Data Quality and Freshness: Track observability metrics to ensure the reliability and precision of AI-driven outcomes.
- Monitor metrics such as data accuracy, completeness, and timeliness.
Best Practices
To effectively measure the business value of gen AI, CIOs should follow best practices that enable smooth adoption and effective measurement. Here are some key best practices:1. Partner with Department Leaders: Collaborate on gen AI use cases and measure business value across multiple roles, personas, departments, and geographies.
- Engage with department leaders to understand their needs and expectations from gen AI.
2. Develop Change Management Programs: Ease adoption by setting realistic expectations, rolling capabilities out incrementally, and educating teams implementing AI on developing active listening skills.
- Communicate the value of gen AI to employees and stakeholders.
3. Measure Employee Experience: Track employee satisfaction, overall well-being, and impact on employee mental health initiatives.
- Monitor metrics such as employee engagement surveys, turnover rates, and stress levels.