The conventional wisdom in business is that friction is a bad thing that must be removed for processes to move forward smoothly. In this episode of Minds Worth Meeting, Whitney Jennings has a fascinating conversation with MIT researcher and head of the Human-First AI group at the school's Initiative on the Digital Economy, Renée Richardson Gosline. We discuss the benefits of the right kind of friction, particularly when creating with AI, leading with trust when building AI-enhanced customer experiences and more.
In this episode:
- Renée shares the results of a recent study investigating how friction can be applied in the human/AI content creation paradigm and what the most productive level is.
- She outlines how AI tools can have a powerful role in enhancing customer experiences, but they must be built on a foundation of trust.
- Renée describes some of the vital do's and don'ts when implementing AI in an organization, both internally and externally.
Where to find Renée Richardson Gosline
- Renée's website
- Renée at the MIT Initiative on the Digital Economy
- Renée's MIT Sloan School of Management faculty page
Click or tap here to learn more about how Renée Richardson Gosline gives leaders a better understanding of how customer experience can catalyze a company’s AI-enhanced digital transformation and create collaborative dynamics with customers.
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