AI, the economy’s backbone | Chuck Brooks | Engati CX
Chuck Brooks is a globally recognized thought leader for Cybersecurity and Emerging Technologies.
He is President of Brooks Consulting International and an Adjunct Faculty at Georgetown University. LinkedIn named Chuck as one of “The Top 5 Tech People to Follow on LinkedIn.”
He was named by Thompson Reuters as a “Top 50 Global Influencer in Risk,” by IFSEC as the “#2 Global Cybersecurity Influencer,” and as a "Top 50 Global Marketer."
He is also a Cybersecurity Expert for “The Network” at the Washington Post, Visiting Editor at Homeland Security Today, and a Contributor to FORBES.
AI, the economy's backbone - An interview with Chuck Brooks
This article will contain a quick summary of the discussion, but if you’d prefer watching to reading, here’s the video:
AI, the economy's backbone
We’ve summarized most of the answers to this interview in this section. But if you’d like to go through the full interview, there’s a link to the YouTube video below this section.
How ready for a change do you think the customer service industry is and what role do you think AI plays in bringing about that change?
Chuck believes a technological transformation is already taking place. With or without COVID-19, the world has been progressing to digital in the last few years. He believes that tapping into Artificial Intelligence and Machine Learning has the capability to reshape the landscape. According to Chuck Brooks, with AI and ML, one has the ability to analyze data to focus on trends. In fact, AI and ML has already been used in many industries- from medical to cybersecurity, to manufacturing and industrial. We’re using the conversational technology to even fight the virus!
“I see AI has probably been one of the more Malthusian game changers in the next decade- where everything is going to be related to some sort of capacity for Machines to operate with more autonomy. It’ll definitely be shaped in a different way.”
What do you think businesses need to do to take charge now once this is all over?
Chuck thinks that everyone must re-evaluate how they’re doing business. We’re entering a new era of Remote Economies- ecosystems are changing! People are doing business from homes, or offices. The priorities are also changing, with an emphasis on marketing and research. Operations will revamp. With the virus, companies are learning not only the importance of technology but also of communication. How we communicate, how we get information, and how we adapt and apply this information. It’s changing drastically. Our world is becoming smaller, and we’re now tuned in.
You have been named “Top Tech Person To Follow by LinkedIn”. How has being a leading influencer helped you change the way people/businesses accept technology?
LinkedIn has become a catalyst of things for Chuck. We have the opportunity to read a lot of posts and become exposed to lots of writing. LinkedIn allows evangelists like Chuck to promote lots of new emerging technologies and cybersecurity. It gives him a platform in media, academia, and business.
What do you believe are the opportunities and challenges for technology today? Where do you see it evolving for business 5 years from now?
Chuck sees an exponential change in the next decade because of the advent of new technologies. With the implementation of 5G and new satellites, communication will become more efficient. IoT will become more accelerated.
“We’re in a really interesting era, where technology is really going to define who we are and what we do. I certainly think AI will be the backbone of that, along with Machine Learning.”
How has technology been used to better Customer Experience?
Chuck already sees large companies using technology to better Customer Experience. They’re already assessing the behavioural aspects of how we shop and what we buy. Data is constantly being gathered and monitored- Companies know the ideal buyer's need with this data.
This allows them to discover what the ideal buyer would want.
Chatbots are improving Customer Service by addressing customer concerns. They’re becoming more sophisticated because of Machine Learning.
What advice would you give someone on leveraging technology at the startup level to build a winning business?
Chuck’s advice is to look at the capabilities that are out there right now. Read technology reviews, read about futurism. Because the rapid pace of technological change is having a colossal impact on business right now.
He also urges you to look at what is working for others, assess the value of others. To look at trends, and to look at where the market is- where you can see personas, buyers, and use technology to gather this data and promote it.
The size of your company doesn’t matter. How you adapt to change does.
Any other thoughts that you would like to leave our viewers with?
“Stay tuned. After we beat this virus, we’re going to have a new era of innovation.”
He encourages everyone to use this time wisely. Take the time to learn what is out there, to read and to do certification courses.
Chuck Brooks believes that using Chatbots for customer interactions will be a major advantage for all sorts of companies. It’s time for you to try one yourself. Get started with Engati for free today. No credit card required!
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AI, the Economy’s Backbone – Chuck Brooks' interview on Spotify
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More from Engati CX
In the current digital era, Chuck Brooks reveals that technology defines who we are and what we do and AI will be the backbone of the Economy. We also discuss the emergence of digital in Customer Service and the growth of the remote economy.
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