Navigating Automation’s Current

Imagine a small bakery, aroma of fresh bread mingling with the clatter of the till, struggling to keep pace during the morning rush. Orders pile up, customers wait impatiently, and the owner, juggling tasks, feels perpetually behind. This scenario, common across countless small and medium businesses (SMBs), highlights a fundamental challenge ● operational bottlenecks that stifle growth and strain resources.

For many SMBs, the dream of expansion often collides with the harsh realities of limited manpower and inefficient processes. Cognitive automation, often perceived as a futuristic concept reserved for large corporations, actually offers a pragmatic solution to these very grounded, everyday SMB struggles.

The Bottleneck Breakers

SMBs frequently operate with lean teams, where every employee wears multiple hats. This agility is a strength, yet it becomes a liability when routine, repetitive tasks consume valuable time that could be better spent on strategic initiatives. Consider customer service Meaning ● Customer service, within the context of SMB growth, involves providing assistance and support to customers before, during, and after a purchase, a vital function for business survival. ● responding to frequently asked questions, processing basic requests, and routing inquiries can overwhelm a small team, diverting attention from complex issues and relationship building.

Similarly, in finance, manual data entry, invoice processing, and report generation are time-consuming and prone to errors. These operational inefficiencies not only drain productivity but also impact customer satisfaction Meaning ● Customer Satisfaction: Ensuring customer delight by consistently meeting and exceeding expectations, fostering loyalty and advocacy. and profitability.

Cognitive automation is not about replacing human ingenuity; it is about augmenting it, freeing up human capital to focus on higher-value activities that drive business growth.

Cognitive automation steps in to address these bottlenecks by intelligently automating tasks that traditionally require human cognitive abilities. This includes understanding natural language, learning from data, problem-solving, and making decisions within defined parameters. For the bakery, cognitive automation Meaning ● Cognitive Automation for SMBs: Smart AI systems streamlining tasks, enhancing customer experiences, and driving growth. could mean an AI-powered system that manages online orders, answers customer queries about menu items and hours, and even predicts ingredient needs based on historical sales data. This allows the staff to focus on baking, serving customers with a personal touch, and developing new recipes, rather than being bogged down by administrative tasks.

Leveling the Playing Field

One of the most compelling aspects of cognitive automation for SMBs Meaning ● Strategic tech integration for SMB efficiency, growth, and competitive edge. is its potential to level the playing field. Historically, advanced technologies were accessible primarily to large corporations with substantial resources. Cognitive automation, however, is becoming increasingly affordable and accessible through cloud-based platforms and user-friendly tools. This democratization of technology empowers SMBs to compete more effectively, offering them capabilities previously out of reach.

For instance, a small e-commerce business can now utilize AI-powered chatbots to provide 24/7 customer support, a feature once considered a luxury for only large online retailers. This enhanced customer service capability can significantly improve customer retention and attract new business, allowing the SMB to compete more robustly in the digital marketplace.

Practical Applications for Immediate Impact

The beauty of cognitive automation lies in its practical applicability across various SMB functions. It is not confined to a single department or industry; its versatility allows for tailored solutions to address specific challenges. Let us examine some concrete examples:

Customer Service Enhancement

Cognitive automation transforms customer service from a reactive cost center to a proactive value driver. AI-powered chatbots can handle a significant portion of routine inquiries, providing instant responses and freeing up human agents to handle complex issues that require empathy and problem-solving skills. This hybrid approach ensures efficient and personalized customer interactions.

Furthermore, cognitive automation can analyze customer interactions to identify trends, sentiment, and areas for improvement, providing valuable insights for enhancing service delivery and customer satisfaction. Imagine a small boutique using a chatbot to answer questions about product availability, sizing, and shipping, while staff focus on providing personalized styling advice and building relationships with in-store customers.

Streamlining Operations

Operational efficiency is paramount for SMBs operating with limited resources. Cognitive automation streamlines various back-office processes, reducing manual effort and minimizing errors. Invoice processing, data entry, and report generation can be automated, freeing up administrative staff to focus on more strategic tasks.

For example, a small accounting firm can automate the process of categorizing and entering financial transactions, allowing accountants to spend more time analyzing financial data and providing advisory services to clients. This not only improves efficiency but also enhances the accuracy and timeliness of financial information, crucial for informed decision-making.

Sales and Marketing Amplification

Cognitive automation empowers SMBs to optimize their sales and marketing efforts, reaching a wider audience and driving revenue growth. AI-powered tools can analyze customer data Meaning ● Customer Data, in the sphere of SMB growth, automation, and implementation, represents the total collection of information pertaining to a business's customers; it is gathered, structured, and leveraged to gain deeper insights into customer behavior, preferences, and needs to inform strategic business decisions. to identify patterns, predict customer behavior, and personalize marketing messages. This targeted approach improves the effectiveness of marketing campaigns and reduces wasted ad spend.

For instance, a local restaurant can use cognitive automation to personalize email marketing based on customer preferences and past orders, offering tailored promotions and increasing customer engagement. Furthermore, cognitive automation can automate social media posting, content creation, and lead generation, freeing up marketing staff to focus on strategy and creative campaigns.

Data-Driven Decision Making

SMBs often struggle to leverage data effectively due to limited resources and expertise. Cognitive automation democratizes data analytics, providing SMBs with accessible tools to extract insights from their data. AI-powered analytics platforms can process large volumes of data from various sources, identify trends, and generate actionable reports. This data-driven approach empowers SMBs to make informed decisions across all aspects of their business, from inventory management to pricing strategies.

For example, a small retail store can use cognitive automation to analyze sales data, identify best-selling products, optimize inventory levels, and personalize product recommendations for customers. This data-driven approach enhances efficiency, reduces waste, and improves profitability.

Starting Small, Thinking Big

For SMBs considering cognitive automation, the key is to start small and focus on addressing specific pain points with practical, scalable solutions. It is not about implementing a complex, enterprise-wide system overnight; it is about identifying areas where automation can deliver immediate value and gradually expanding its application as the business grows. Begin by automating a single, well-defined task, such as customer service inquiries or invoice processing.

This allows for a low-risk entry point, enabling SMBs to experience the benefits of cognitive automation firsthand and build confidence in its capabilities. As success is demonstrated, and internal expertise grows, more complex and strategic applications can be explored, paving the way for a more comprehensive and transformative automation journey.

Cognitive automation presents a significant opportunity for SMBs to overcome operational challenges, enhance customer experiences, and achieve sustainable growth. By embracing these intelligent technologies, SMBs can unlock their full potential and thrive in an increasingly competitive landscape. It is about smart growth, not just hard work.

For SMBs, cognitive automation is not a futuristic fantasy; it is a present-day tool that addresses very real business challenges, offering practical solutions for immediate improvement and long-term growth.

Strategic Scalability Through Intelligent Systems

The narrative surrounding cognitive automation often leans towards operational efficiency, a critical concern for SMBs. However, to view cognitive automation solely through the lens of cost reduction is to miss a larger, more strategic implication. Consider a growing tech startup, bursting at the seams with innovative ideas and a rapidly expanding customer base. Their initial agility, fueled by a small, tightly-knit team, begins to falter under the weight of increased complexity.

Scaling operations, managing data influx, and maintaining consistent customer experience become pressing challenges. For such businesses, cognitive automation transcends mere efficiency gains; it becomes a strategic enabler of scalability, allowing them to manage complexity and sustain growth without being constrained by linear resource scaling.

Beyond Efficiency ● Strategic Imperatives

While operational efficiency Meaning ● Maximizing SMB output with minimal, ethical input for sustainable growth and future readiness. remains a significant benefit, cognitive automation addresses a spectrum of strategic business challenges that are crucial for sustained SMB growth. These challenges extend beyond simple task automation and delve into areas such as strategic decision-making, enhanced customer engagement, and competitive differentiation.

Data Deluge and Insight Extraction

In the digital age, SMBs are awash in data, generated from customer interactions, sales transactions, marketing campaigns, and operational processes. However, raw data, in itself, is inert. The challenge lies in extracting meaningful insights from this data deluge to inform strategic decisions. Traditional data analysis Meaning ● Data analysis, in the context of Small and Medium-sized Businesses (SMBs), represents a critical business process of inspecting, cleansing, transforming, and modeling data with the goal of discovering useful information, informing conclusions, and supporting strategic decision-making. methods, often reliant on manual processes and limited analytical capabilities, struggle to keep pace with the volume and velocity of data.

Cognitive automation, with its advanced analytical capabilities, offers a solution. AI-powered systems can process vast datasets, identify patterns, and generate actionable insights that would be impossible to uncover manually. For a mid-sized e-commerce company, this means understanding customer purchase patterns, predicting demand fluctuations, optimizing pricing strategies, and personalizing product recommendations with a level of precision previously unattainable. This data-driven approach to strategy formulation provides a significant competitive advantage.

Personalized Customer Experiences at Scale

Customer expectations are evolving, with personalization becoming a key differentiator. Customers expect businesses to understand their individual needs and preferences and to tailor interactions accordingly. For SMBs, delivering personalized experiences at scale can be challenging, particularly as their customer base expands. Manual personalization efforts are simply not scalable.

Cognitive automation enables SMBs to deliver personalized experiences efficiently and effectively. AI-powered customer relationship management Meaning ● CRM for SMBs is about building strong customer relationships through data-driven personalization and a balance of automation with human touch. (CRM) systems can analyze customer data to understand individual preferences, predict needs, and personalize interactions across various touchpoints. For a regional restaurant chain, this could mean personalizing menu recommendations based on past orders, offering targeted promotions based on dietary preferences, and providing proactive customer service based on predicted needs. This level of personalization enhances customer loyalty and drives repeat business, crucial for sustainable growth.

Agility and Adaptability in Dynamic Markets

The business landscape is characterized by constant change and disruption. SMBs need to be agile and adaptable to navigate market fluctuations, respond to emerging trends, and capitalize on new opportunities. Rigid, process-heavy organizations struggle to adapt quickly, while agile organizations thrive on flexibility and responsiveness. Cognitive automation enhances SMB agility by automating routine tasks, freeing up human resources to focus on strategic adaptation and innovation.

Furthermore, AI-powered systems can monitor market trends, analyze competitor activities, and identify emerging opportunities and threats, providing SMBs with real-time insights to inform strategic adjustments. For a small fashion retailer, this could mean quickly adapting inventory to respond to changing fashion trends, adjusting marketing strategies based on real-time social media sentiment, and identifying new product categories based on emerging market demands. This enhanced agility allows SMBs to remain competitive and resilient in dynamic markets.

Mitigating Talent Gaps and Skill Shortages

Attracting and retaining skilled talent is a persistent challenge for SMBs, particularly in specialized areas such as data science, cybersecurity, and software development. Skill shortages can hinder growth and limit the ability of SMBs to adopt advanced technologies. Cognitive automation can mitigate talent gaps by automating tasks that require specialized skills, augmenting the capabilities of existing teams, and reducing reliance on scarce human expertise. For example, AI-powered cybersecurity tools can automate threat detection and response, reducing the need for a large in-house cybersecurity team.

Similarly, AI-powered data analytics platforms can empower non-technical staff to perform complex data analysis, reducing reliance on specialized data scientists. By augmenting human capabilities and automating specialized tasks, cognitive automation allows SMBs to overcome skill shortages and access advanced capabilities without being constrained by talent limitations.

Implementing Cognitive Automation Strategically

Successful implementation of cognitive automation requires a strategic approach that aligns automation initiatives Meaning ● Automation Initiatives, in the context of SMB growth, represent structured efforts to implement technologies that reduce manual intervention in business processes. with overall business objectives. It is not simply about deploying technology; it is about transforming processes, empowering employees, and fostering a culture of innovation. SMBs should consider the following strategic steps:

Define Clear Business Objectives

Before embarking on any automation project, SMBs must clearly define their business objectives. What specific challenges are they trying to address? What outcomes are they hoping to achieve? Are they aiming to improve customer satisfaction, increase efficiency, drive revenue growth, or enhance strategic decision-making?

Clearly defined objectives provide a roadmap for automation initiatives and ensure that technology investments are aligned with business priorities. For example, if an SMB aims to improve customer retention, their automation initiatives might focus on personalized customer service and proactive engagement. If their objective is to reduce operational costs, they might prioritize automating back-office processes and streamlining workflows.

Prioritize High-Impact, Feasible Projects

SMBs should prioritize automation projects that offer high potential impact and are feasible to implement within their resource constraints. Start with projects that address critical pain points and offer a clear return on investment. Consider factors such as implementation complexity, cost, and time to value. Quick wins can build momentum and demonstrate the value of cognitive automation, paving the way for more ambitious projects.

For instance, automating invoice processing or implementing a chatbot for customer service are relatively straightforward projects that can deliver immediate benefits. More complex projects, such as implementing AI-powered predictive analytics, might be considered in later phases, once foundational automation capabilities are in place.

Embrace a Phased Approach

Cognitive automation implementation should be approached in phases, starting with pilot projects and gradually expanding scope as experience and expertise grow. A phased approach allows SMBs to learn and adapt along the way, mitigating risks and maximizing success. Begin with a small-scale pilot project to test the technology, validate its effectiveness, and identify any implementation challenges. Based on the pilot project results, refine the approach and expand automation to other areas of the business.

This iterative approach ensures a controlled and sustainable automation journey. For example, an SMB might start by piloting a chatbot in one department, such as customer service, before expanding it to sales and marketing. Similarly, they might automate invoice processing for one vendor before extending it to all suppliers.

Invest in Employee Training and Upskilling

Cognitive automation is not about replacing human employees; it is about augmenting their capabilities and empowering them to focus on higher-value tasks. Successful automation requires investing in employee training and upskilling to ensure that employees can effectively work alongside AI-powered systems and leverage automation tools Meaning ● Automation Tools, within the sphere of SMB growth, represent software solutions and digital instruments designed to streamline and automate repetitive business tasks, minimizing manual intervention. to their full potential. Training should focus on developing skills in areas such as data analysis, critical thinking, problem-solving, and customer relationship management. Furthermore, employees should be trained on how to use the new automation tools and systems effectively.

Investing in employee development ensures a smooth transition to an automation-enabled workplace and maximizes the benefits of cognitive automation. For example, customer service agents might need training on how to handle complex customer issues escalated by the chatbot, while administrative staff might need training on how to manage automated workflows and analyze data generated by automation systems.

Foster a Culture of Innovation and Experimentation

Cognitive automation is not a one-time project; it is an ongoing journey of innovation and improvement. SMBs should foster a culture of experimentation and continuous learning to maximize the long-term benefits of automation. Encourage employees to identify new opportunities for automation, experiment with different automation tools and techniques, and share their learnings and best practices. Create a feedback loop to continuously evaluate the effectiveness of automation initiatives and identify areas for improvement.

A culture of innovation Meaning ● A pragmatic, systematic capability to implement impactful changes, enhancing SMB value within resource constraints. ensures that SMBs remain at the forefront of automation and continuously adapt their automation strategies to evolving business needs and technological advancements. This proactive and adaptive approach to automation is crucial for sustained competitive advantage.

Cognitive automation offers SMBs a strategic pathway to scalability, enabling them to manage complexity, enhance customer experiences, and compete effectively in dynamic markets. By adopting a strategic and phased approach to implementation, investing in employee development, and fostering a culture of innovation, SMBs can unlock the transformative potential of cognitive automation and achieve sustainable growth Meaning ● Sustainable SMB growth is balanced expansion, mitigating risks, valuing stakeholders, and leveraging automation for long-term resilience and positive impact. in the digital age. It is about scaling intelligently, not just growing larger.

Cognitive automation, when strategically implemented, becomes a catalyst for SMB scalability, transforming operational efficiency into a strategic asset for sustained growth and competitive advantage.

Transformative Synergies ● Cognitive Automation as a Strategic Imperative

The discourse surrounding cognitive automation frequently positions it as a solution to operational inefficiencies or a means to achieve strategic scalability. While these perspectives hold merit, they often overlook the more profound, transformative potential of cognitive automation as a strategic imperative that fundamentally reshapes SMB business models Meaning ● SMB Business Models define the operational frameworks and strategies utilized by small to medium-sized businesses to generate revenue and achieve sustainable growth. and competitive landscapes. Consider a forward-thinking professional services firm, operating in a highly competitive market characterized by commoditization and margin compression. Simply automating existing processes or scaling linearly will not suffice to maintain a competitive edge.

For such firms, cognitive automation represents a strategic inflection point, enabling them to reimagine service delivery, create new value propositions, and achieve disruptive innovation. Cognitive automation, in this context, transcends incremental improvement; it becomes a catalyst for transformative synergy, integrating human and artificial intelligence Meaning ● AI empowers SMBs to augment capabilities, automate operations, and gain strategic foresight for sustainable growth. to create entirely new business paradigms.

Disruptive Potential ● Redefining Business Models

Cognitive automation’s impact extends beyond optimizing existing processes; it possesses the disruptive potential to redefine SMB business models, creating new avenues for value creation and competitive differentiation. This transformative power stems from its ability to fundamentally alter the cost structure, service delivery models, and customer engagement Meaning ● Customer Engagement is the ongoing, value-driven interaction between an SMB and its customers, fostering loyalty and driving sustainable growth. strategies of SMBs.

Cost Structure Revolution ● Variable Operational Models

Traditional SMB cost structures are often characterized by high fixed costs associated with labor, infrastructure, and physical assets. Cognitive automation enables a shift towards more variable operational models, reducing reliance on fixed costs and increasing operational flexibility. By automating routine tasks and augmenting human capabilities, SMBs can significantly reduce labor costs, particularly in areas such as customer service, back-office operations, and data processing. Furthermore, cloud-based cognitive automation platforms eliminate the need for significant upfront infrastructure investments, shifting IT costs from capital expenditure to operational expenditure.

This transition to a variable cost structure enhances SMB resilience to market fluctuations, reduces financial risk, and frees up capital for strategic investments in innovation and growth. For a small manufacturing company, this could mean automating quality control processes, reducing defects and waste, and optimizing production schedules based on real-time demand, leading to significant cost savings and improved resource utilization. Research by McKinsey (Manyika et al., 2017) highlights the potential for automation to reduce operational costs by up to 40% in certain industries, underscoring its transformative impact on SMB cost structures.

Service Delivery Innovation ● Hyper-Personalization and Proactive Engagement

Cognitive automation facilitates a paradigm shift in service delivery, moving from standardized, reactive service models to hyper-personalized, proactive engagement Meaning ● Proactive Engagement, within the sphere of Small and Medium-sized Businesses, denotes a preemptive and strategic approach to customer interaction and relationship management. strategies. AI-powered systems can analyze vast amounts of customer data to understand individual needs, preferences, and behaviors with unprecedented granularity. This granular understanding enables SMBs to deliver highly personalized products, services, and experiences tailored to individual customer requirements. Furthermore, cognitive automation enables proactive customer engagement, anticipating customer needs and providing timely support and assistance before issues arise.

For a local healthcare provider, this could mean using AI-powered systems to monitor patient health data, proactively identify potential health risks, and personalize treatment plans based on individual patient profiles. This proactive and personalized approach enhances customer satisfaction, builds stronger customer relationships, and drives customer loyalty. Studies published in the Harvard Business Review (Porter & Heppelmann, 2014) emphasize the importance of personalized customer experiences Meaning ● Tailoring customer interactions to individual needs, fostering loyalty and growth for SMBs. as a key driver of competitive advantage Meaning ● SMB Competitive Advantage: Ecosystem-embedded, hyper-personalized value, sustained by strategic automation, ensuring resilience & impact. in the digital age, highlighting the strategic significance of cognitive automation in enabling this transformation.

Competitive Differentiation ● New Value Propositions and Market Niches

In increasingly competitive markets, SMBs need to differentiate themselves to stand out from the crowd and capture market share. Cognitive automation provides a powerful tool for competitive differentiation, enabling SMBs to create new value propositions and carve out niche markets. By leveraging AI-powered capabilities, SMBs can offer innovative products and services that were previously infeasible or unaffordable. Cognitive automation can also enable SMBs to enter new markets or expand their service offerings by automating complex processes and reducing operational barriers to entry.

For a small financial services firm, this could mean developing AI-powered robo-advisory services, providing personalized financial advice and investment management to a wider range of clients at a lower cost. This innovation in service delivery can create a significant competitive advantage, attracting new customers and disrupting traditional market dynamics. Research from Deloitte (Davenport & Ronanki, 2018) emphasizes the role of cognitive technologies in enabling business model innovation Meaning ● Strategic reconfiguration of how SMBs create, deliver, and capture value to achieve sustainable growth and competitive advantage. and creating new competitive advantages, underscoring the strategic importance of cognitive automation for SMB differentiation.

Strategic Implementation ● Ecosystem Integration and Workforce Transformation

Realizing the transformative potential of cognitive automation requires a strategic implementation approach that goes beyond technology deployment and focuses on ecosystem integration Meaning ● Strategic connection of SMB business components for growth, efficiency, and resilience. and workforce transformation. SMBs must consider how cognitive automation integrates with their existing technology ecosystem, how it impacts their workforce, and how it aligns with their overall business strategy.

Ecosystem Integration ● Seamless Data Flow and Interoperability

Cognitive automation does not operate in isolation; it must be seamlessly integrated with an SMB’s existing technology ecosystem to maximize its effectiveness. This requires ensuring data flow and interoperability between cognitive automation systems Meaning ● Cognitive Automation Systems denote the integration of cognitive computing technologies, such as machine learning and natural language processing, into business process automation platforms. and other business applications, such as CRM, ERP, and marketing automation platforms. Data integration enables cognitive automation systems to access and analyze data from across the organization, providing a holistic view of business operations and customer interactions. Interoperability ensures that different systems can communicate and exchange data seamlessly, enabling automated workflows and data-driven decision-making across the organization.

For a small retail chain, this could mean integrating AI-powered inventory management systems with point-of-sale systems and e-commerce platforms to optimize inventory levels, personalize product recommendations, and provide a seamless omnichannel customer experience. Effective ecosystem integration is crucial for unlocking the full potential of cognitive automation and ensuring that it becomes an integral part of the SMB’s operational fabric.

Workforce Transformation ● Augmentation, Reskilling, and New Roles

Cognitive automation’s impact on the workforce is transformative, requiring a proactive approach to workforce adaptation and reskilling. While automation will inevitably automate certain routine tasks, it also creates new opportunities for human workers to focus on higher-value, more strategic activities. SMBs must invest in reskilling and upskilling their workforce to prepare them for the automation-enabled workplace. This includes training employees on how to work alongside AI-powered systems, leverage automation tools, and develop new skills in areas such as data analysis, critical thinking, creativity, and emotional intelligence.

Furthermore, cognitive automation will create new roles and job functions that require human expertise in areas such as AI system management, data curation, and ethical AI governance. For a small legal firm, this could mean reskilling paralegals to manage AI-powered legal research tools and training lawyers to leverage AI insights for case strategy and client communication. A proactive approach to workforce transformation Meaning ● Workforce Transformation for SMBs is strategically evolving employee skills and roles to leverage automation and drive sustainable business growth. ensures a smooth transition to an automation-enabled workplace and maximizes the synergistic potential of human and artificial intelligence.

Ethical and Responsible Automation ● Transparency, Fairness, and Accountability

As cognitive automation becomes increasingly pervasive, ethical considerations become paramount. SMBs must adopt an ethical and responsible approach to automation, ensuring transparency, fairness, and accountability in the design, deployment, and use of AI-powered systems. Transparency requires making AI decision-making processes understandable and explainable, particularly in areas that impact customers or employees. Fairness requires ensuring that AI systems do not perpetuate biases or discriminate against certain groups.

Accountability requires establishing clear lines of responsibility for AI system performance and outcomes. For a small lending institution, this could mean ensuring that AI-powered loan approval systems are transparent, fair, and free from bias, and establishing mechanisms for human oversight and appeal. Ethical and responsible automation builds trust with customers and employees, mitigates reputational risks, and ensures the long-term sustainability of cognitive automation initiatives. The Partnership on AI (2023), a consortium of leading technology companies and research institutions, provides valuable resources and guidelines for ethical and responsible AI development and deployment, which SMBs should consider adopting.

Cognitive automation, when strategically conceived and implemented, transcends operational optimization and strategic scalability, emerging as a transformative force that redefines SMB business models, fosters disruptive innovation, and creates entirely new competitive landscapes. By embracing ecosystem integration, prioritizing workforce transformation, and adhering to ethical principles, SMBs can unlock the full synergistic potential of cognitive automation, forging a future where human ingenuity and artificial intelligence converge to create unprecedented value and drive sustainable growth. It is about transformative synergy, not just incremental progress.

Cognitive automation, at its most advanced, is not merely a tool for efficiency or scalability; it is a strategic catalyst for transformative synergy, enabling SMBs to reimagine their business models and achieve disruptive innovation Meaning ● Disruptive Innovation: Redefining markets by targeting overlooked needs with simpler, affordable solutions, challenging industry leaders and fostering SMB growth. in the digital age.

References

• Davenport, T. H., & Ronanki, R. (2018). Artificial intelligence for real people. Harvard Business Review, 96(1), 60-69.
• Manyika, J., Lund, S., Chui, M., Bughin, J., Woetzel, J., Batra, P., … & Sanghvi, S. (2017). A future that works ● Automation, employment, and productivity. McKinsey Global Institute.
• Porter, M. E., & Heppelmann, J. E. (2014). How smart, connected products are transforming competition. Harvard Business Review, 92(11), 64-88.
• Partnership on AI. (2023). About us. Retrieved from https://www.partnershiponai.org/about/