Nathan, your management consultant, you lead the Lloyd's global AI business.

What's the most interesting conversation you've had recently with a client?

At a client, the CFO of the client basically said,

if I apply generative AI in my company and the use case that Nathan you articulated to me,

which is apply in a call center for customer care. Why? Because the marginal cost of

conversing with that customer using a virtual digital agent is zero. And because the marginal cost

is zero, I know if I apply it, it'll drop my cost structure by 60 to 70%. But what does it do

to all the employees that I have who are from a disadvantaged part of the society?

Now the CFO was white, this vantage part of the society who essentially are earning their daily

living and have no other jobs. I mean, that seems like a perfectly reasonable question.

Yeah. How do you had your answer? I wanted it to certainly agree because it's a difficult one

to answer. Yeah. The reality is, yeah, it'll lead to job losses. And the only way,

only way that you'll be able to kind of overcome it, you have to rescale yourself for a different job

as opposed to being in a call center. rescale yourself, get a vocation training to be, for example,

a prompt engineer who actually prompts and trains the models than being in the call center.

The pay is probably the same, but there has to be a willingness both by the individual to get

retrain and by the employer to do the retrain. Welcome to how generative AI changes everything,

a special series from the HBRID cast. Read just about any business history or any case study,

and you realize just how much success depends on company culture.

The unwritten rules of behavior can make the difference between capitalizing on a big shift

or missing it altogether. You can't have successful innovation without the right culture.

You can't compete successfully without the right culture. You can't thrive over the long term

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