C-suite insights on the transformative power of generative AI
Generative AI is revolutionizing the way businesses operate, from improving operational resilience to mitigating security risks and enhancing customer experiences. In a recent roundup of c-suite insights from three IT leaders — Matt Minetola, CIO, Mandy Andress, CISO, and Rick Laner, chief customer officer — we gain a comprehensive understanding of how generative AI is being used to improve business outcomes across organizations.
Operational resilience and efficiency: A CIO’s perspective
Matt Minetola, CIO at Elastic, highlights the use of generative AI in improving operational resilience. He points out that organizations already possess a wealth of telemetry data, which is crucial for identifying issues like application bugs, user errors, and cyber attacks. The real power of generative AI, according to Minetola, lies in integrating this proprietary data with large language models (LLMs). This integration allows businesses to enhance their AIOps capabilities, augmenting security and observability workflows. It provides quicker visibility into IT systems, enabling faster incident remediation and boosting operational resilience. Minetola emphasizes the importance of a unified data platform for transforming data into actionable outcomes and ensuring the efficient use of generative AI.
Mitigating security risks: A CISO’s insights
Mandy Andress, CISO at Elastic, discusses using generative AI to mitigate security risks. She notes that while generative AI tools like ChatGPT are becoming widely used, they also present opportunities for threat actors to exploit security weaknesses. Andress stresses the importance of automating security workflows to respond to threats swiftly. Safely implementing generative AI tools in security processes can enable teams to detect vulnerabilities and anomalies in real time, significantly reducing response times to security breaches. She emphasizes the need for a secure generative AI tool to analyze proprietary data and offer relevant insights, highlighting the necessity of a unified data platform for effective data management and security.
Enhancing customer experiences: A chief customer officer's approach
Rick Laner, chief customer officer at Elastic, sheds light on how generative AI can create seamless customer journeys. He points out that customers now expect personalized, on-demand experiences — a demand that generative AI can help meet. By using generative AI, companies can offer highly relevant information in natural language formats, enhancing the customer experience. Laner notes the potential downside of generative AI tools providing incorrect information due to their reliance on extensive internet data. To counter this, he suggests that organizations should feed their specific data into secure generative AI tools to ensure accuracy and relevance, thereby maintaining customer trust and increasing sales.
The adoption of generative AI in business operations is pivotal in enhancing operational efficiency, security, and customer engagement. The integration of proprietary data with AI models, the automation of security and operational workflows, and the focus on delivering accurate, relevant information to customers are key strategies highlighted by these IT leaders. Get their full perspectives on the transformational power of generative AI.