Design a value measurement system that facilitates continuous improvement The framework for measuring value in implementing Gen AI is integral in understanding its benefits for the enterprise and its customers. It's important to note that the advantages of Gen AI may not manifest immediately in terms of financial impact or enhanced customer experience. However, a carefully structured, step-by-step framework for value measurement allows us to monitor the progression toward profitable growth. This approach helps capture the incremental changes by Gen AI integration and set clear, measurable milestones on the path to realizing its full potential. Lastly, the strategic area of the model focuses on ensuring that Gen AI efforts align seamlessly with an organization's broader goals. It includes assessing potential risks associated with Gen AI implementation and upholding responsible AI standards to ensure these technologies' ethical and secure application.
VALUE TO CUSTOMERS
Speed to outcome
Convenience, ease of business
Superior experience
• Faster information • Faster Service • Faster resolution
• Intuitive process • Information availability • Reduced consumer complaints, load on customer service.
• Higher C-SAT, NPS • Trust, Loyalty
VALUE TO ENTERPRISE
Day-to-day efficiencies
Process Redesign
Better financials • Topline and bottom-line impact
• Standardization • Improved humans accuracy • Lower Attrition
• Higher productivity • Time savings • Role shift from creator to editor
Figure 12. Value measurement system
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