AI is changing the way we work, learn and run our businesses. Will AI take over jobs? Renowned Talent Consultant, Tiffany Prince, answers questions surrounding AI while helping us to understand how to develop + prepare our top talent for the inevitable change. 

  • 1:30 – Learning from each other in a time of turmoil
  • 2:54 – What comes to mind when you think of AI?
  • 4:17 – How AI will disrupt workers
  • 6:46 – How AI will take over tasks within jobs
  • 8:10 – How to re-humanize work
  • 8:50 – Automating mundane tasks
  • 12:49 – Leading with a strategic approach
  • 14:23 – Why skills are causing BIG gaps
  • 17:16 – The unicorn employee
  • 20:32 – How to build a remote culture of learning  
  • 22:53 – Why data is so impactful
  • 27:55 – How to use people analysis to close skills gaps
  • 33:44 – Chatbots + AI Coaching
  • 39:27 – Using external collaborations to build better internal organizations 


Top of the Mountain Leadership: The Future of Performance and Productivity in a Technology Changing World – Tiffany Prince

Mindset: The New Psychology of Success – Carol Dweck



Full Episode Transcription:


Nate: (00:00)
So my name is Nate Kahl. I’m the VP of client experience at scrimmage and I’ve known Tiffany for several years now. We’ve done a few webinars together and she is an expert in this field and has, she’s an author. She’s a speaker. She’s wonderful person. I’ll let you introduce yourself, but if you have any, I just want to say thank you so much for taking the time out of your very busy, probably more than now, busier schedule. Meet with us and, and share some of your thoughts on this topic, which I think has only become more relevant as time goes on. So I’ll stop and let you introduce yourself and we’ll go ahead with the presentation.

Tiffany: (00:35)
All right, sounds good. Thank you so much for having me here today. Like I said, Nate and I go back a few years. We’ve done collaborations at ATD international conference and I think even some LTEN events. So yeah, it’s been a, it’s been a fun collaboration. My background, I just published a book last year, which spent about three years writing and I interviewed leaders from around the world about 20 on how AI and globalization at the time is impacting the future of work. So in this presentation, I’m actually going to cover one of the chapters and I’d love to hear your thoughts. This is going to be an interactive presentation. I’d love to hear. Obviously it’s been a crazy couple of weeks. I’m trying to weave in a little bit of our new reality, but as I say, we’re kind of building the plane as it’s flying right now. So I’ll share with you some ideas and if you guys have anything to share as well, that would be fantastic. Cause this is what it’s all about, is learning from each other in this time of change and turmoil. So go ahead and let’s go ahead and get started.

Nate: (01:45)
Yeah, absolutely. And I was just wanting to mention too, if you have any questions, please use the chat feature and I’ll be taking a look at that. So we’ve got, we’ve got Todd staples just mentioned something about chatbots in AI that was really hot topic news about that at all. So

Tiffany: (01:59)
Yes. Yes, I will be, yes, I will be talking about that, but if you have any experience as well, please feel free to share that. Also, that’ll be a little bit later, but I figured before we jump into the content, let me, I want to share with you guys one thing and please in the chat, this is a question I always like to kind of ask before I get started here. What is one word that comes to mind when you think of AI? Just type that into the chat. I’d love to hear your thoughts on that. And Nate, if you can read those out.

Nate: (02:45)
Carolyn, we both used the same. We both said Amazon. 

Tiffany: (02:49)
Oh, Amazon ok. 

Nate: (02:50)
Personalized. Lisa mentions efficiency. Predictive, Todd. Rosemary says futuristic.

Tiffany: (02:59)
Yeah, those are cool. I I’m almost always somebody kind of got their Terminator usually comes up. It’s interesting. Kind of see the dystopian and the utopian kind of mentality on where we are right now with AI. 

Nate: (03:15)
Yeah. Someone said I robot the will Smith movie and robot. 

Tiffany: (03:22)
That’s right. Yes. And sometimes I have to be careful cause this audience AI, artificial intelligence is what I’m referring to. Some in some AI refers to appreciative inquiry, but I’m talking about technology just, just for clarification. All right, so you guys are kind of on the same page, kind of the same wavelength here and with artificial intelligence a few years ago with the wall street general actually put an article out about the impact that it’s going to have in jobs and the future of work. And what is different with this wave of technology is the fact that it’s not only going to disrupt the blue collar workers, that we generally see disruption at that level. We’re also going to see disruption at the white collar level and across the board, across society because of the proliferation of artificial intelligence and how easy it is to actually put together an AI application. I mean you can actually pull down things from Amazon’s catalog and build a chat, a chat bot or something that’s voice work on generated. So it’s out there. We just, you know, can pull that out. Nate, did you have a comment or question?

Nate: (04:43)
No, I was just agreeing with you. I think I’ve seen online is it’s not that hard to integrate artificial intelligence engines into existing applications or build new ones. It’s, it’s crazy how it seems so futuristic, but it’s not really,

Tiffany: (04:58)
I was surprised. So actually I was invited to an Amazon workshop where they had their the big, they’re called AWS data scientists and they walked us through how to build an AI application. And I signed up for the intermediate one, just, you know, let’s just go for it and try it out. I was surprise and I am not a programmer, not a computer person. And with a little bit of help from my data scientist friends that were sitting next to me, honestly it wasn’t, it wasn’t bad. Yeah. So we built a chat bot that could order coffee for us. So it’s there and I, I, my mind started going when I, you know, had a chance to play with that. So yeah, it’s, it’s here.

Nate: (05:45)
Well, I know Sharon is on the call and I think she would appreciate that chat bot. She’s a big coffee person.

Tiffany: (05:51)
I thought so too. It was great. That was a lot of fun. So let’s jump into some facts when talking about AI because this is the fun thing as we’re talking about, what is that partnership going to look like with our AI applications and what the future of work is? The first thing that I definitely hear is AI will take over jobs. Employees are really fearful about what this is going to look like. And like I said, it’s going to impact, you know, everywhere everyone, lawyers even radiologists all the way down to transportation, we’re already seeing it. An Amazon warehouse, those workers are being replaced by robots. So there’s gonna be a lot of change and it’s going to exponentially get better. The good news I have for you guys is it will take over tasks within jobs, not holistic jobs in general for the most part.

Tiffany: (06:49)
And there’s a lot of research out there that talks about the iteration of implementing these solutions into your organization. We need to be better about preparing people for what that new work will look like. So what tasks are going to go away and the AI will perform and do for you, and what do you need to continue doing or enhance what you’re already doing? You’re going to have lots of data. So how do you analyze that and make more meaningful conversations? You’re going to, and I’ll talk about the kind of the eight skills that I have come across. It will be critical for success in this new reality, but really it’s going to be more about rehumanizing work. We’re going to get away, which I think is good news of the industrial mindset, not only from a leadership perspective, but also from our jobs. 

Tiffany: (07:39)
We’re really gonna actually do what we’re meant to do, creative and you know, problem solve. So I think that is good news. This just, how do we get the majority of society on board with that as well? That’s the challenge. The second myth is AI can make rational decisions. It may seem like it’s sometimes right when you’re looking at your Netflix, by the way, that’s a multitude of AI solutions put together. It really does know what you prefer, what you’ve been watching. And it kind of gives you, you know, Hey, you might want to check this out since you’ve watched this. Now if you think about what they call Fang, Facebook, Amazon, Netflix, Google, they have been using AI for many years, even decades. And so what they started with, was small, and then they’ve built that over time. Obviously our organizations are not there yet, but that’s the future.

Tiffany: (08:43)
Like in 10 years time, a lot of organizations are going to be there. So we are automating things that are redundant and wrote, mundane tasks. So something that’s done over and over again can easily be done by an AI kind of a system. And that kind of frees us up. So for instance, I worked with one client. They were going back and forth manually for a very technical custom request for a product. And it was all done by email, the specifications, but they knew what specifications and what they needed in order to get that product out the door. So they put together an AI that could gather that in a form and that freed them up from having to do that cause it was, they couldn’t take vacation think about that leader of the, of that team. She was going crazy because there was no visibility of where is that?

Tiffany: (09:43)
How are you negotiating? What’s that, you know, that part number, that piece, do we need to go to our custom supplier to start that conversation? So there’s a lot of things that were happening in a vacuum. So now that would make it a little bit more visible. So I also like to say, Hey AI, they can’t make dinner yet. So think of it that way right now when we get to them, maybe robots making dinner, then we are, we are a long way off from that. So that’s really, it’s kind of the beginning is automating really mundane tasks and that’s where we are with most organizations. And then number three, I think there should be a no brainer, but it’s interesting how, how often we think of technology and it’s like, Ooh, the new shiny toy and let’s just go ahead and throw it out there. Right? See what spaghetti, see what sticks. Just like any other technology. It’s not necessarily easy to do from an organizational perspective because at the end of the day it’s all about the people and the execution of that technology. The technology is great, but people need to understand and utilize it to be more productive, hopefully so that they don’t have to work 12 hour days. You know? That’s, that’s the dream, right?

Tiffany: (11:08)
So let’s not make the mistake of, you know, enterprise and you know, enterprise systems that we did at SAP, customer relationship management systems that are rolled out enterprise wide blanket. And then at the 11th hour they said, Oh yeah, and we need to train people and there’s probably some change management that we need to do. Let’s just throw that together and slap it together, right? Please, please, please. Let’s not make that mistake. There are definitely ways and strategies that you can do to build that and I’ll talk a little bit about it later and let’s not do the spray and pray approach. Let’s actually build a vision, mission and a reality of what we want this to look like. Strategic. Yeah.

Tiffany: (11:54)
Yeah. Strategically, yes. And obviously change management is really going to help in this transformation. So that’s going to be one of the critical skills for sure. Okay. And I also wanted to share with you, this was a couple of years back, this was in panel of senior VPs. They were talking about AI application and this one quote from the Allstate insurance gentlemen really resonated with me and I was like, yes, he gets it just to kind of drive home. The point of what I just made is somebody asked him, what was your lesson learned from doing all of this? Because he said, you know, overall it went really well, but I thought this was interesting. He said, financial capital capital is easy. Human capital is much harder. We need talent strategies to get me the talent I need now. And he was talking about partnering with his HR counterparts and his training counterparts to prepare people for their new jobs and our new realities. And in this context, he was talking about auditors that normally go out into the field. Remember when they used to go out into the field and take, you know, like, look at your car now we just need to snap a photo, right? That’s AI. That’s and that significantly changed their work. They’re still valuable, but we need to make sure that they understand what their value is and what they’re going to be doing.

Tiffany: (13:19)
So I thought that was quite interesting. So if we, if our leaders have that mindset, then we’ll be in a good place.

Nate: (13:26)
Yeah, absolutely.

Tiffany: (13:28)
And if you don’t believe me, here’s some studies that have come out. Now obviously things are going to be shifting around a little bit. But to be honest, as I was looking at this in preparation for today, skills are still a big barrier and a big gap that we’re going to need to work on. And I noticed that a clients that are really thinking about, Hey, how can we utilize this time that we have and maybe we’re not as productive in the office while we’re away. What can we do to get people ready? So once things open up again, hit the ground running. And I think this is a great strategy. Focus on skills. You know, maybe it’s selling skills, build that up. Maybe it’s soft skills, maybe it’s some foundational skills. Why can’t you do that in this time period? So, and this is definitely where we see that CEOs are saying, you know, 54% of the workforce needs to be up-skilled real re-skilled in the next five years. I think that’s still going to be the case because regardless of the economic situation, we’re still going to see that AI and machine learning transformation within our organizations.

Nate: (14:34)
Yeah. And I think this ties back into what you were saying before too of, you know, having that plan, understanding what AI is going to do on your behalf, and then have the foresight to understand the skills that will be needed to accommodate our company essentially. 

Tiffany: (14:50)
Exactly. Yeah, it’s about partnering. It’s really, and we this and also 80% of our leaders believe that we need to be a bit more innovative. So as I was looking over a very recent articles in ATD and training magazine and LTEN where they’re looking at artificial intelligence, not just to say, Oh, it’s a shiny new toy, but how do we leverage this technology to do things differently and upskill people in a way that we haven’t even thought of before? So don’t just use it as a classroom or an e-learning, you know, replacement. Let’s holistically, strategically think differently and how we can upskill, re-skill and engage our folks. This is our opportunity. Absolutely. And then one last thing. I definitely CEO’s want to have that perspective as well. And then in a study from PWC, eight out of 10 CEOs understand that the skill gap is really hurting their business. And think about it now, today, I’m sure right now they’re really hoping to have some solutions out there because pursuing market opportunities right now, we don’t know what that’s gonna look like. Certainly customer experience, that’s going to be key. In any business. And then again, innovating effectively. So those are like the top three things that were on their mind for this as well. 

Tiffany: (16:21)
And then I love to talk about my elusive unicorn employee. We think about, you know, that perfect employee and we try to put our job positions out there for that perfect fit for that person that has the right experience and the right skills and in the right company, maybe we’re trying to poach them from another, you know, competitor. But honestly, I think even in this kind of environment, we still from a highly skilled kind of a business perspective, we need to do a better job about growing our employees and seeing potential and then growing, bringing them in the organization. And then they will need to rescale, up-skill regardless because everything is going to be moving. You know, the bar is going to be raised constantly with technology being rolled out in our organizations. So understanding where those gaps are is going to be important.

Tiffany: (17:21)
Understanding where those, maybe their experience level is not as much as you would like, but is there an opportunity to part partner with them in the organization so they could learn on the job? So those are just things I want to throw out there. And I think it’s up to us as learning and development professionals to kind of help the business understand how critical that is that we have those opportunities. And again, we’re flying the plane as we’re, you know, building, right. So, and especially right now that’s going to be the case, I’m thinking for the next year or two.

Nate: (17:55)
Yeah. And I think like what Scrimmage is looking at doing as it relates to this is actually using AI to help identify those skill gaps, but what has worked for previous employees on X, Y, and Z, and how can we tailor this person’s actions based on other people’s success, if that makes sense.

Tiffany: (18:12)
Yeah, no, I love that. So I have a performance consulting background and I love looking at what are the top performers doing differently than other people are doing. And then let’s replicate that in the organization because they’re more productive and they’re more successful.

Nate: (18:29)
Yup. We can do like the Amazon of training?

Tiffany: (18:33)
Yes, absolutely. Yup. So as we’re looking at kind of building that agility into our future workforce and especially even now today, I mean, I’ve been trying to touch base with leaders. I work with a lot of sales team in their field and kind of what’s going on and the pulse, just kind of understanding where people are. At the end of the day, we’re all humans. That’s the most important thing that we need to really build. So do we need to look at stress and resilience? That could be something that, you know, we’re building in at this point that could really help. The stronger organizations are going to be kind of what can we do to build up the the gaps or zap the gap, shall we say in the workforce, in their skills. But what can we do now that can be what I like to call micro learning or mini learnings, 15/20 minute things that they can do once, twice, three times a week.

Tiffany: (19:37)
So that by the time they get back in the field, they’re hitting the ground running. They’re not stale. Right? So that’s what I’m thinking about right now for agility for sure. And as we’re talking about the new reality of working and teaming, where even even before this, I mean, we were looking at a global distribution of talent and this has just been exacerbated a little bit more. Right? As we’re all kind of looking to the global workforce and, but we’ve been forced in this new reality with having, you know, stay at home orders just things being really disruptive. So there’s significant pressure for learning and development teams right now to help the organization stand up in this new remote. So I think that’s a, that’s a challenge and it’s an opportunity. It’s a challenge because we have to do it so fast.

Tiffany: (20:30)
I mean, it’s been kind of crazy for us that are helping organizations, helping clients, trying to understand what that reality is. I think we’re kind of over that wave now. But the next wave of opportunity that I see is how do we lead in this new world work? We have a seat at the table. Those organizations that have tapped into their learning and development teams, see them as strategic partners, see them helping them accomplish business goals. Regardless of what that is, it’s probably shifted from the beginning of the year. But this is our opportunity as we want to get that seat at the table, right? We keep talking about that. How do we engage our remote workforce so that we can kind of see them and get them to be productive and build a remote culture of learning?

Nate: (21:24)
For sure. Some of the things I take for granted because you and I worked from home the majority of the time anyway, right? So that’s familiar with that kind of stuff. But not everyone is this new reality. You have to go back to basics with some of those things.

Tiffany: (21:38)
That’s it. Yeah, it’s true. And and it makes it even more complicated if you have to share that responsibility. If you have young kids or kids that are in school, you’re not able to work your same work day as you were before. So yeah, we’re just trying to figure it out here. So in my research I actually found eight critical skills regardless of industry, regardless of role that I think will be critical moving forward. I’ll just highlight a couple of them because obviously there’s more to it in this, but the one that I think is really interesting too is data analysis. We will need to understand data, how does that impact our role? How do we make better decisions? How do we help our customers make better decisions as well? And I actually saw a he’s a VP of AI at Pfizer and he talked, he talked about it as data literacy for higher level leaders. Now they don’t necessarily need to understand the statistics, the ins and outs about how that analysis was driven per se, but they need to understand, okay, here are the parameters that were used in order to have that and here are my recommendations for moving forward.

Nate: (22:58)

Tiffany: (22:58)
So I think it’s a, it’s a partnership between our data analysts, our data scientists, our AI experts, the business leaders that are kind of like the customer of that information. And then how do we leverage that information. So if you’re the customer, then you really need to know how is that data actually driven. And I think also as learning and development leaders there’s a thing called training data for artificial intelligence. So it’s like a data set. It takes a lot of data in order for an AI solution to work. And so we’re going to be training our AI programs because that is something that we’ll need to kind of build to help support our organization. So I thought that was interesting as well. Strategic thinking is going to come to the forefront as well because our jobs again, are going to be less and less mundane. We’re gonna need to make more decisions. We’re going to need to help our customers. And then also the growth mindset. I don’t know if you guys are familiar with Carol Dweck. I really love her book. I think it’s great on fixed versus a growth mindset. If you haven’t been familiar with her, check her out. It’s really interesting. She has done a lot of research around that on just that mindset that you have can make a big difference.

Nate: (24:28)
What’s the name? Sorry, I’m just writing it in the chat. Yeah.

Tiffany: (24:31)
Dweck. D. W. E. C. K. Okay. Yeah. Perfect. Okay. Well that’s just a highlight of, of some of them, but these are gonna be things that we’ll need to, to focus our efforts on and then are also a Harvard business review was also talking about redeploying and rescaling existing workers and how big of a challenge it’s going to be for us and how little investment we’ve made. If we look at our corporate kind of America, how much we’ve spent versus how much we’re educating kids. Even from a college perspective. We, I’ve been talking to a lot of professors as I was writing this book because they’re challenged with developing curriculum that’s going to be relevant by the time they teach it. So four to six months out, things could change significantly. So how do they make that relevant and how do we prepare that those leader, the future leaders to work in a world that’s changing constantly? And what does that skill set look like? And I came across another quote recently that said we are going to be more looking at employees as continual learners versus getting an education. So just because you have a bachelor’s degree, a master’s degree, a pH D does not necessarily mean it ends there. Like you used to be able, I don’t know, I’m set for life on my career. That’s, that’s gone by the wayside.

Nate: (26:07)
So one of the skills is being able to, to continuously adapt, not say my education stops here. You know, and yeah.

Tiffany: (26:14)
Yes. And that goes back to the growth mindset. Yep. Absolutely. All right, so let’s talk more about like what can we do as learning and development professionals? So again, we need to be agile. So this is, this is definitely changing. I mean, where will we be working? What will be important and how will I do my work? Those are really good questions that we can’t necessarily answer now, but our organizations will be looking for us to help them figure that out. So we’ll need to investigate, provide some solutions and really, you know, try to help our organizations through this time right now.

Tiffany: (27:00)
One more question I wanted to kind of pose to the group while I give you a little bit of a break here since I’ve been talking, I’m curious for those that are on the call today in the webinar how are you using people analytics to close or identify skill gaps? So when you talk about people analytics, maybe HR I S systems in your LMS, can you pull data, I know scrimmage you guys provide data for, you know, utilization of different games or different platforms that you pull that anybody using, things like that. And if so, how are you using it? I want to take just a minute.

Nate: (27:38)
Yeah. And feel free if you want to in the chat, write your responses. But if you could make it so that it goes to all panelists and attendees, then everyone else can see the results too. Or, sorry the comments. Would be great.

Tiffany: (27:50)
Perfect. I’ll give you this just a minute cause I know this one can take a little bit to, to type out, but I’m curious. I when I first started asking this question, there was not a lot of response. In fact, I was like what? What is people analytics? I’m curious if people understand what that is. I think ATD just put out an article and also a workshop around gathering people analytics. So it’s looking at jobs, competencies, roles, experience so that you within your organization understand what that looks like at an individual level. It’s basically leveraging, you know, the talent that you have within your organization.

Nate: (28:37)
So Lisa mentioned that they create learning paths across a wide variety of areas.

Tiffany: (28:43)
I like that. I like that. Is the learning path based on roles or is it more experience and skillset? Curious? 

Nate: (28:55)
She says both. 

Tiffany: (28:56)
Both. Okay. Great.

Nate: (28:58)
Dave Houston mentions competencies captured via survey monkey integrated with Tableau.

Tiffany: (29:03)
Okay, nice. Yeah, I think we’re going to see more and more of this, especially as our LMS systems, our learning experience platforms, different things that we’re using. And even the HR systems that we’re using are capturing more of that data. So it’ll be a lot easier for us. So that’s where we can take that information that’s being captured in those systems and make better decisions or be able to kind of see what does that look like within our organizations. Cause really it is all about the data. It’s about the information. If we don’t know, then we’re just taking a shot in the dark. So this will become really critical for us to be successful.

Tiffany: (29:50)
Okay. Yeah. Let’s go ahead. So that means that we need to be a little bit of data scientists, it from a perspective of our talent within our organizations. So I really want you to kind of shift your paradigm as a talent development folk. We, we talk a lot about talent management. And I’m not crazy about that word to be honest, because it tends to be more passive in that, you know, talent management is like we’re managing and not leading a talent development generally tends to be more selective. So a leadership development program, not everybody is going to be going through that. A rollout of a new system of that could be a select few or select roles that are impacted. Still not at an organizational level. What I would like to see us get to and where we need to be strategically is what I call talent enhancement. And so everybody across the board understands where they sit, how they can upskill rescore what are their gaps, what experience can we give them projects or different people we can pair them up, mentors across the organization to again, enhance their skillset continually is gonna be happening all the time. That’s why I say enhancement cause it doesn’t stop.

Nate: (31:15)
That aligns perfectly with your previous slides. Having the scale of always growing. Yeah, totally makes sense.

Tiffany: (31:21)
Yes. Yeah. So if we’re looking at artificial intelligence, there was a study last year that came out from ATD research and they were asking about the top uses of AI within their organizations use are mostly directors and above of learning and development. I think there are a few business folks sprinkled in there, but these were the six top things that they had come across. So really kind of assisting the learning function. So again, looking at where skills are, where experience, you know, where does that lie in the organization assisting individuals outside the organization. I thought that was interesting. I’d love to dive more into that because we generally don’t look outside the organization unless we’re looking to hire them during our selection process. So I’m wondering if that’s what they meant. And then you could see the other human resource performing tasks where they hadn’t been before and again, performing ordinary human tasks. So these are things that are starting to come into play within the organization. I think we’re going to start to see a lot more and that, you know, the, I think this is a great start, but we have a lot more innovation that we can do by leveraging that and really reinventing a mean thinking. How can we train our employees and get to that talent enhancement piece?

Tiffany: (32:49)
So as somebody asked at the beginning of this question, I did scour a little bit, where are we in this state of training and development solutions that are AI enabled? And here’s just a very short list. It’s not that everything, but these are certainly things that we’re going to start to come across if you haven’t already. So like I mentioned before, HR systems, the workdays, the cornerstone on demand platforms, they are really beefing up their artificial intelligence kind of platforms with new iterations so that we can capture this information and be able to utilize that data. Chatbots, I’ve definitely seen, so most recently I was working with a client and they had built out an AR solution and as a follow on activity, they had that character, send them a follow up kind of messages as a follow on activity. So that’s kind of interesting.

Tiffany: (33:50)
We can also use chatbots I’ve seen for coaching applications as well. Which brings me to the AI coaching. There are existing platforms out there that you can build an AI coach and it can be a pretty robust and meaningful conversation. So that exists. The the voice is still a little, you know 2000. It’s not, it’s not as sophisticated as, you know, Amazon’s and some of the other customer service that’s kind of enhanced. But I think it’s gonna get there. And like I said, when I was thinking about having that chat bot order a coffee for me, I actually was talking to the Amazon representative. Like I can definitely see building some coaching scenarios out of this. And she goes, you are thinking like that’s definitely a possibility. And I’ve seen some folks do that.

Nate: (34:49)
You can go off of, I mean the data could be keywords, it could be body movements, gestures. There’s a whole bunch of stuff that can play into that, you know, automated. It’s crazy.

Tiffany: (35:00)
Absolutely. Which kind of brings me nicely to that voice recognition piece. So I’ve, there are definitely a applications out there that are used as coaching tools to help leaders be better at presenting so they can actually look at their mannerisms, their tone, the words that they’re using and give them feedback on how they can do it better and be more engaging. So that’s, that’s kind of cool.

Nate: (35:25)
I think it’s funny, Rosemary said, this is my bank keeping me from speaking to a real person.

Tiffany: (35:32)
I know and sometimes it’s more obvious than others, but I to say they’ve gotten pretty sophisticated but sometimes it is annoying. I want to just talk to somebody. I agree. And the last one I wanted to point out is the personalization and adaptive learning pieces that this is definitely come in play the last couple of years. We’ll start to see more and more of that learning. And I think that’s our opportunity right now is to kind of leverage some of these platforms that are out there already that can serve up, you know, curated content or really understanding where your gaps are and being able to upskill now while you can building adaptive learning. So adaptive learning tends to be like a certain topic and then based on what knowledge and skills you bring into it, it will adapt or like skip over pieces that you already know and focus on where you need to dive in, where your gaps are. And so that can actually shorten the time of training. And it also customizes it per person based on their own skills and knowledge.

Nate: (36:39)
Yeah. And we, you know, Scrimmage, you know, works heavily in the healthcare life sciences industry and adaptive learning is one of the key things, one of the key features that I get asked most frequently about what are we doing to personalize the concept of the user? How are we adapting? What are we learning with that one for sure.

Tiffany: (36:59)
Yes. Yes. I think we will definitely start to see more and more of that in the next year or two. And then beyond just kind of these nice AI enhanced pieces, there’s still the traditional network and visibility across the organization. So I don’t want to lose sight of that. It’s not all going to be about technology. We’re gonna we’re going to have some formal learning. I think personally degrees are going to be different in the future. We may not necessarily get a degree in my might be faster. I think we’re going to be collaborating more with universities and colleges to develop programs that are targeted to your organization and needs. See that part, you know, that partnership and there’s definitely grant money from the U S government that is being set aside in order to build those public private relationships right now. So something in play, mentoring and coaching programs always, I mean coaching has definitely become the forefront of getting our employees ready because there’s nothing better than real time feedback on how you’re doing or trying to figure out as you are learning new things as you’re applying it back.

Tiffany: (38:13)
And how do you get better at that? Because the first couple of times you do it, you’re going to stumble and that’s okay. But having that person to talk through it and how can you maybe do it a little bit better the next time will be a really key for organizations to ramp them up quickly. And then, Oh sorry, go ahead. 

Nate: (38:31)
I just said absolutely. 

Tiffany: (38:32)
Oh yeah. And then external collaborations, because we cannot possibly know everything there is to know out in the world right now. There are millions of pieces of content created I think per second now. So there’s a lot of information out there but we cannot possibly understand it or read it all ourselves. So the phone, a friend thing is real. You know, we’re going to need to understand where is our network. You know, Nate, when I reach out, Hey I, I’ve got a great platform that you can use.

Tiffany: (39:04)
Let me connect you guys for that. Cause that’s a great solution. I think we’re going to see a lot more of that is kind of like working across the board to help people and leveraging the different systems and different partnerships that we have to build better organizations. And then last but not least, that cross-functional teamwork, having your team understand how other things work in the organization is a huge, huge asset to the rest of the company. Because what they can do is take that information and maybe leverage it and innovate in your area in a different way that you wouldn’t have thought of. Right? So having that connection, not only that, having exposure to how things work in the rest of the organization. So I think from those perspectives, those are really key. And you know, building a talent, enhanced kind of talent pool.

Tiffany: (40:00)
And then, I mean, let’s think about personalized learning just for a minute. You know, externally if we’re thinking about just general topics, the number one and number two places people go for information or YouTube and Google. I mean, how many times have you Googled how to do X, Y or Z? Either one of those platforms all the time. And our employees are doing that too. So how do we bring that kind of YouTube, Google, like knowledge base internally. And this is expanding every day. So again, thinking about your strategy of how you want to leverage technology will help you determine what are these digital learning platforms. And I just put a couple in there. Just as an example. Not that I’m promoting anybody over the other, but it’s just, you know, these are different things you need to think about. Okay. Why, why is this the right platform versus other things?

Tiffany: (40:58)
Right. Is it about the curated content? Is it, I can do blended learning solutions? Is it, you know, digital, mobile learning? I don’t, you know, I don’t know what that looks like for your organization. That’d be personal for you. But thinking about that and how do we make it easy for folks so they don’t have to dig and find things in LMS. I mean, I don’t know about you, but trying to find some things, especially if you have a huge catalog in the LMS. So when I used to work for a project management company, a lot of the clients that I work with were saying, you know, we actually had over a hundred classes offerings on project management because every department had their own vendor or somebody and it just exploded. So we’re trying to consolidate now. You know, it’s like, why do we need 10 courses on risk management? We just need one. You know? So those are, those are the types of things that we need to make it easier for our employees to find information. And not only that, but find the right, incredible information. That’s the most important information is out there

Nate: (42:03)
That goes out to the or that goes back to the personalized and you know, adaptive learning component.

Tiffany: (42:10)
Yes, absolutely. Yup. So I just throw that out there because I mean this is definitely reality right now. So we need to understand where our employee’s mindset is and how can, again, how can we be innovative and strategic within our organizations to make it more like that? So how do we get started? How do we start our AI journey? I wanted to leave you guys with some words of kind of thoughts. How do you start this? You need to understand what the future of work looks like at your organization. This is not a one size fits all cookie cutter solution. You need to partner with your folks within your organization and understand what’s going to happen so that you can hopefully be more proactive or be in the forefront of those strategic conversations that are happening. I would embed yourself with your AI experts or data scientists within your own organization.

Tiffany: (43:10)
Now, if you’re not a large organization, they don’t happen to have those types of folks in there or you know, maybe they’re consultants. What I have done as a business owner myself, I’ve embedded myself in the AI community in Chicago and just started attending different sessions and starting to learn training data. What does that wait, what does that look like? You know, I know trading ways that the same thing, you know, and just starting to get the lingo of AWS and is it this or is it better? Is it machine learning? I mean, just starting to understand their language because just like any other industry, there’s lingo that goes around with it. Start to become their friends. Just so you understand what that looks like. And by understanding then you could be a part of that digital transformation and that conversation within your organization. And my hope is that you will lead that conversation. You will have your seat at the table and you’ll provide valuable advice and insight on how we can really engage our employees in a way that we’ve never been able to do before.

Tiffany: (44:19)
And part of that is just defining your AI vision. Even if it starts small and test and learn. Think of it as that agile iterative environment. You need to experiment, you need to learn. Some things are gonna work and some things aren’t. I wouldn’t go full blown a solution, but Hey, you know, if you can start to try certain things and see, get that feedback, you can really kind of tweak things as you go along. And before you know it, you’ll have, you know, this amazing platform that employees are, you know, really finding value for. So, I encourage you to keep trying.

Nate: (44:56)
I think that’s a great place to start. I mean, because there’s so many processes or things that people do in their organizations day after day that you may not even realize are frustrating for your team and could save a lot of time if you didn’t somehow automate them with some kind of, you know, and just stepping back and looking at for those things is a good place to start I think too.

Tiffany: (45:16)
Yeah. Yeah. Really think about, Hey, you know, what can, what could make a real impact in the organization and what does that look like? And then again, go back to your data scientist and say, Hey look, I’m thinking about this.

Nate: (45:30)

Tiffany: (45:31)
Is there anything out there that you know of or could we easily build that? What kind of data set will we need? Cause that’s the first question they’re going to ask. Yeah. What kind of information have you gathered on that? Cause you need, you need a large set of data to build these solutions and sometimes you can buy it off the shelf. But if it’s specific to your organization you may need to just collect some data for a while. 

Tiffany: (45:57)
Yeah, that’ll get you started. So hopefully that’s kind of given you some ideas, some thoughts, food for thought. I’d love to hear from you guys on what’s working and what’s not. But really when we’re thinking about talent enhancement, it takes a multipronged approach and you have to be open to trying new and different things. Because let’s face it, at the end of the day, we’re here to help our employees succeed and thrive. So these are the things that we can do right now to help our organizations cause skill set is still something that is top of mind for all of our leaders right now, even in this situation that we find ourselves. And I think it will be like that for, you know, the near future.

Nate: (46:43)

Tiffany: (46:45)
And I want to leave you with a final thought. If you didn’t believe me, a CEO of Facebook, Mark Zuckerberg had this quote which I thought was very appropriate in a world that’s changing really quickly. The only strategy that has guaranteed to fail is not taking risks. So I invite you all to take some risks, hopefully get some success out there, build your knowledge around AI and we’re all going to become AI experts and application within our organizations. So with that, I will kind of give a couple minutes back, I think, do we have a couple of minutes to answer? Oh, perfect. We can we can do that. And I wanted to say as a takeaway and a freebie for today, I want to give whoever joined the call, the chapter PDF of my chapter of the book that I had covered today for everybody.

Nate: (47:41)
That’s very generous of you. Thank you so much. We’ll definitely make sure that gets out.

Tiffany: (47:45)
Yeah. And feel free to reach out to me if you want, you know, pick my brain or what’s going on. I would love to hear from you. I’m also in LinkedIn, I’m in the LTEN directory as well, so you should be able to find that pretty easily.

Tiffany: (48:51)
Any final thoughts, Nate, on, from your perspective? Any key, your key takeaways? Anybody else’s key takeaways? Please? put it in the chat. I’d love to hear from you.

Nate: (49:04)
Yeah, I mean I think it’s interesting the more I was rolling around in my head, like I think the way training and development will be going within organizations is almost like how for a lawyer or for a doctor, you almost teach someone how to think. You have the base skills, but then you’re really focused on making sure that that person thinks in a way that can adapt to whatever’s new little new laws, new, you know, different things like that. Which I think is going to be really important.

Tiffany: (49:33)
Yeah. That’s why I think the critical thinking is one of the eight key skills that I really think that’s going to be something that I was encouraging my professors at the university. Please, please, please. That’s one of the things that organizations, communication skills and critical thinking ability. If you’ve got that, I can work with it.

Nate: (50:00)
Awesome. Well, we’ll look for your, your new chat bot coffee app in the apps, I assume so.

Tiffany: (50:06)
Yeah. Yeah. Maybe that’ll be my next project.

Nate: (50:11)
Well, I can’t thank you enough again, Tiffany, so thank you so much and enjoy your week.

Tiffany: (50:16)
Yeah, thanks for having me. I really appreciate it. And everybody have a great afternoon wherever you are in the world and be safe.

Nate: (50:26)
Absolutely. Cool. Thank you so much for joining everyone and take care. Thank you.


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