51 to automate and streamline past-due payments, accelerating collections and contributing directly to improved financial performance. Bayer’s researchers are using AI agents to save up to six hours per week. This added efficiency allows the firm to bring new products to market faster and drive greater innovation in agriculture. Chemical producer Dow, meanwhile, has deployed agents to identify hidden losses and improve the accuracy of logistics and billing processes. These enhancements are expected to save millions of dollars in the first year alone. And in travel and hospitality, Holland America Line is using a conversational AI concierge called Anna to respond to thousands of queries each week, delivering timely, helpful answers and enhancing the overall cruise experience. These examples show how AI agents are already creating measurable impact, from improving internal operations to enriching the customer journey. Spataro compares its potential impact to some of the most profound shifts in human history, including the Industrial Revolution, the invention of the airplane and the rise of the internet. These breakthroughs didn’t just introduce new tools; they fundamentally changed how people live and work. In the same way, generative AI is poised to redefine the modern workplace, reshaping job roles, decision-making processes and how value is created across every industry. But as organisations look ahead, it’s clear that success will require more than just adopting AI. It calls for full immersion. As CondeKnape puts it: “Full immersion is different from technology adoption... we’re not training somebody on how to do their job differently using technology, we’re training people on how to think about their job differently.” This shift in mindset marks a critical turning point. Rather than layering AI on top of existing processes, the most forward-thinking organisations are reimagining work from the ground up, with AI as a core enabler. Ultimately, generative AI can supercharge productivity and unlock new levels of innovation – but real success depends on managing its adoption thoughtfully, with the human experience at the heart of every deployment. COVER STORY Anna, a digital concierge by Holland America Line, uses Microsoft AI to answer questions from cruise guests “ If you have a people problem, you will have an AI problem” AMY WEBB, FUTURE TODAY STRATEGY GROUP Photo: Microsoft
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