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At our Work Transformation Summit in January 2025, we explored real-world experiences with gen AI implementation, the game-changing results they’ve seen, and the next steps on AI journeys.
Updated on January 27, 2025
Published on January 20, 2025
There’s been much discussion about artificial intelligence (AI) and how it’s shaping the way we work and communicate. Each new wave of AI changes can feel daunting, but instead of getting caught up in the headlines about AI’s potential, we should focus on the AI reality we live and work in daily. AI can be a great equalizer when used to its full potential, letting the leading ideas shine through to make real change across every industry.
At our Work Transformation Summit in January 2025, we gathered industry experts and thought leaders to discuss and share real-life examples of how AI is transforming our world — from one where apps assist us in doing things to one where AI takes action on our behalf.
Here are some of our favorite takeaways from the event.
Mike Walsh, author and futurist, kicked off our event by sharing his thoughts on how AI is reshaping companies, industries, and work itself. In his view, the focus of innovation is now moving from generative AI to agentic AI. As we move toward 2035, he outlined three major shifts: from products to platforms, transactions to experiences, and apps to agents. His view was that to succeed in this new world, future leaders must combine a deep understanding of human complexity with computational thinking to navigate the AI transformation. Walsh suggested that companies do the following:
Watch Mike’s keynote here and for further insights, check out his other videos on his YouTube channel.
In our next session, Aparna Bawa, Zoom’s chief operating officer, hosted a discussion about practical steps to implement AI. She spoke with Necole Jackson-DeJoie, global executive director and product portfolio lead at Boston Consulting Group, and Craig Williams, chief digital information officer at Ciena.
Both Boston Consulting Group and Ciena recognized the transformative potential of generative AI early on and took strategic steps to integrate it into their operations. Rather than reacting negatively to the arrival of this groundbreaking technology, BCG and Ciena adopted forward-thinking approaches to stay ahead of the curve. Necole and Craig shared insights into how their organizations prepared for, developed, and rolled out generative AI initiatives to their employees and clients. Here are some of their key pieces of advice:
Necole and Craig shared some of the successes that they attribute to their generative AI implementation:
In our next session, Amy Roberge, head of global contact center solution engineering at Zoom, hosted a discussion with Pascal Bornet, an artificial intelligence and automation expert, and Anthony Abbatiello, a CEO advisor and workforce transformation practice leader at PwC.
They discussed how to successfully implement AI while still retaining what makes an organization run: the human element. Doing this correctly requires balance—automating routine or repetitive tasks while preserving human elements like empathy or creativity. Here are some practical steps to striking that balance in your organization while getting the most out of generative AI.
There doesn’t have to be a tradeoff between humanity and technology in your AI implementation. It’s possible to maintain your organization’s privacy and security as you develop tools for your employees and customers. Learn more about how Zoom is thinking about the future of AI, communications, and work.