Hosted by Dr. Elena Alikhachkina. Watch the full interview on LinkedIn.
What does AI efficiency leave out?
Efficiency measures can miss damage to customer trust and future profit. Allison Hartsoe and Dr. Elena Alikhachkina discuss how customer equity gives leaders a way to see that tradeoff.
Questions for leaders and boards
What should boards measure alongside AI cost savings?
Pair efficiency measures with customer outcomes. Allison recommends looking at cost to serve alongside retention, and automation rates alongside repeat contacts, escalations, and successful human handoffs. Track customer equity by segment so company averages don't hide damage.
How can automation damage a customer relationship?
A chatbot can meet its call-deflection target while leaving customers frustrated and contacting the company again. Allison's point is to measure whether the relationship becomes more valuable over time, and keep an empowered person available to resolve difficult situations.
Where does customer equity belong in AI governance?
Customer equity connects an AI decision to the future financial value of the customer base. Allison argues that the CEO should own the overall number, with teams accountable for the levers they control. Boards can then judge savings alongside effects on future growth.
These answers summarize the conversation. Watch the complete interview with Dr. Elena Alikhachkina.