Future Work

How Morgan Stanley, ServiceNow, and Microsoft are Rolling out Generative AI

AI has the potential to reduce toil and increase joy, but how? Let's dive in to explore three new case studies that shows the way.
Last updated on
June 20, 2024 5:00 PM
5
min read
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Daan van Rossum
Daan van Rossum
Founder & CEO, FlexOS
I founded FlexOS because I believe in a happier future of work. I write and host "Future Work," I'm a 2024 LinkedIn Top Voice, and was featured in the NYT, HBR, Economist, CNBC, Insider, and FastCo.

Just one look at the most recent AI statistics reveals that the adoption of generative AI is transforming the workplace at an almost scary pace.

In recent weeks, I’ve dug into studies from Microsoft and Asana + Anthropic, which show that 75% of knowledge workers now use AI at work.

At the same time, only 31% of companies have an AI strategy.

AI's ability to enhance productivity, streamline operations, and enable data-driven decision-making makes this new technology a must for companies to consider.

The Contribution of AI to a Happier Future of Work

But its most important offering isn’t discussed enough: creating a happier future of work.

Fortunately, as always, certain great people are making a difference. In a fascinating discussion with Matt Kropp, BCG X’s Chief Technology Officer, he explained how AI gives way to more joy at work:

“Think very holistically about redesigning any end-to-end process with AI. We really need to work not only to improve efficiency and productivity but also to do a better job for the humans involved in that process.”— Matt Kropp, Chief Technology Officer, BCG X.

His quote perfectly complements my conversation with his colleague, BCG Managing Partner Debbie Lovich, about how joy at work is way more important than many think. Joy leads to better performance and retention, among many other benefits.

So, which company wouldn’t want to ensure we increase joy and reduce toil by adopting AI?

How ServiceNow, Morgan Stanley, and Microsoft are adopting AI

Well, the question may not so much be about who wants it but who knows how to do it. 

As said, few have an AI strategy.

Fortunately, more companies are starting to PR their AI efforts, so let’s explore a few who did and see tangible examples of ‘how to AI.’

After exploring the Moderna AI playbook a few weeks ago, here’s a detailed look at how three more leading companies are harnessing AI to revolutionize their work:

1. ServiceNow: AI at the Core of Daily Operations

ServiceNow has integrated AI deeply into its operations, achieving a remarkable 84% daily usage rate among its workforce.

How they’ve implemented it: In an interview with Fortune, the company's Chief Customer Officer, Chris Bedi, underscores that AI is infused throughout ServiceNow's internal processes, with over 25 use cases in production.

These AI applications span software engineering, HR, customer service, marketing, sales, and finance, resulting in significant efficiency gains​.

For example, in customer service, generative AI has automated tasks equivalent to the work of 50 full-time employees annually, leading to a 10% reduction in incoming work for support centers. This enhances productivity and allows employees to focus on more strategic tasks.

How they move it forward: ServiceNow’s AI initiatives are backed by a company-wide mandate requiring every department to develop an AI roadmap, ensuring comprehensive and cohesive AI integration​​.

Bedi emphasizes the importance of leadership in driving AI adoption, stating that the technology is meant to enhance job roles rather than replace them.

This approach has helped ServiceNow successfully manage the cultural shift towards AI, with a strong focus on reducing manual toil and enhancing job satisfaction​​. Matt Kropp would approve.

2. Morgan Stanley: Enhancing Financial Advisory Services

Morgan Stanley, which banned ChatGPT only last year, is now leveraging AI to transform its financial advisory services.

How they’ve implemented it: Incoming CEO Ted Pick said at a press conference covered by Reuters that AI tools could save financial advisors 10-15 hours weekly by automating note transcription and database entries from client meetings.

This boosts productivity and allows advisors to tailor investment products more precisely to client needs​.

Additionally, AI could “help advisers fine-tune topics to discuss with wealthy clients and tailor investment products to their needs.”

Pick also said there are opportunities to connect multiple parts of the business, the ‘connective tissue’ Amy Leschke Kahle sees as one of the biggest opportunities in AI.

How they move it forward: Without much detail on how Morgan Stanley creates a culture for AI success, the CEO mentioning this in a high-profile press conference is one way to signal the importance.

3. Microsoft HR: Democratizing AI in Human Resources

Microsoft’s HR department has pioneered AI adoption, using AI to transform employee and HR professional experiences.

Of course, Microsoft’s business interests align neatly with AI implementations, to the tune of $62 billion a quarter, so there was an incentive here.

Regardless, the case study Microsoft’s Global VP of HR, Christopher Fernandez, shared is one to pay attention to.

How they’ve implemented it: Microsoft’s HR teams were asked to start experimenting after some fairly basic training.

It enabled HR professionals to become "citizen developers," creating low-code applications that automate routine tasks and enhance efficiency. (To no one's shock, one of the first apps was an HR FAQ.)

Microsoft’s approach emphasizes responsible AI use, grounded in principles such as accountability, inclusiveness, and transparency. (Do you have your “AI Core Values” ready?)

This all brought about serious benefits. As Chris comments:

“First, HR professionals are more comfortable with the technology they created, and second, the results demonstrated have proven business value and significantly improved employee experiences.” – Christopher Fernandez, Global VP of HR, Microsoft.

How they move it forward: A unique element of Microsoft HR’s AI strategy is collecting ideas from individual employees and not just celebrating them but having them impact the overall product direction. Speaking of great recognition!

Microsoft also set up specific AI in the HR community to encourage more sharing and collaboration on the future of work in the company.

Chris added: “There have also been job satisfaction gains in how people value and perceive and experience their work.” Again, BCG would approve.

The Bottom Line: Embracing AI for a Competitive Edge

Integrating AI into business operations is not just a trend but a strategic imperative.

Be like ServiceNow, Morgan Stanley, Microsoft, and Moderna, rather than the 69% of companies without an AI strategy.

And not just to optimize cost but to increase employee satisfaction, if not happiness at work.

These three case studies show how it’s done:

  • Focus on existing daily individual workflows instead of doing one big company-wide AI initiative.
  • Give employees light education, then get them to experiment. (Our “Lead with AI” course helps you do this in your organization.)
  • Celebrate success and evangelize great ideas and achievements across the organization. Shout it from the rooftops (or at least your press conference desk.)

Until next week,

Daan

PS: The excellent Charter newsletter brought me two of three stories here. 

Just one look at the most recent AI statistics reveals that the adoption of generative AI is transforming the workplace at an almost scary pace.

In recent weeks, I’ve dug into studies from Microsoft and Asana + Anthropic, which show that 75% of knowledge workers now use AI at work.

At the same time, only 31% of companies have an AI strategy.

AI's ability to enhance productivity, streamline operations, and enable data-driven decision-making makes this new technology a must for companies to consider.

The Contribution of AI to a Happier Future of Work

But its most important offering isn’t discussed enough: creating a happier future of work.

Fortunately, as always, certain great people are making a difference. In a fascinating discussion with Matt Kropp, BCG X’s Chief Technology Officer, he explained how AI gives way to more joy at work:

“Think very holistically about redesigning any end-to-end process with AI. We really need to work not only to improve efficiency and productivity but also to do a better job for the humans involved in that process.”— Matt Kropp, Chief Technology Officer, BCG X.

His quote perfectly complements my conversation with his colleague, BCG Managing Partner Debbie Lovich, about how joy at work is way more important than many think. Joy leads to better performance and retention, among many other benefits.

So, which company wouldn’t want to ensure we increase joy and reduce toil by adopting AI?

How ServiceNow, Morgan Stanley, and Microsoft are adopting AI

Well, the question may not so much be about who wants it but who knows how to do it. 

As said, few have an AI strategy.

Fortunately, more companies are starting to PR their AI efforts, so let’s explore a few who did and see tangible examples of ‘how to AI.’

After exploring the Moderna AI playbook a few weeks ago, here’s a detailed look at how three more leading companies are harnessing AI to revolutionize their work:

1. ServiceNow: AI at the Core of Daily Operations

ServiceNow has integrated AI deeply into its operations, achieving a remarkable 84% daily usage rate among its workforce.

How they’ve implemented it: In an interview with Fortune, the company's Chief Customer Officer, Chris Bedi, underscores that AI is infused throughout ServiceNow's internal processes, with over 25 use cases in production.

These AI applications span software engineering, HR, customer service, marketing, sales, and finance, resulting in significant efficiency gains​.

For example, in customer service, generative AI has automated tasks equivalent to the work of 50 full-time employees annually, leading to a 10% reduction in incoming work for support centers. This enhances productivity and allows employees to focus on more strategic tasks.

How they move it forward: ServiceNow’s AI initiatives are backed by a company-wide mandate requiring every department to develop an AI roadmap, ensuring comprehensive and cohesive AI integration​​.

Bedi emphasizes the importance of leadership in driving AI adoption, stating that the technology is meant to enhance job roles rather than replace them.

This approach has helped ServiceNow successfully manage the cultural shift towards AI, with a strong focus on reducing manual toil and enhancing job satisfaction​​. Matt Kropp would approve.

2. Morgan Stanley: Enhancing Financial Advisory Services

Morgan Stanley, which banned ChatGPT only last year, is now leveraging AI to transform its financial advisory services.

How they’ve implemented it: Incoming CEO Ted Pick said at a press conference covered by Reuters that AI tools could save financial advisors 10-15 hours weekly by automating note transcription and database entries from client meetings.

This boosts productivity and allows advisors to tailor investment products more precisely to client needs​.

Additionally, AI could “help advisers fine-tune topics to discuss with wealthy clients and tailor investment products to their needs.”

Pick also said there are opportunities to connect multiple parts of the business, the ‘connective tissue’ Amy Leschke Kahle sees as one of the biggest opportunities in AI.

How they move it forward: Without much detail on how Morgan Stanley creates a culture for AI success, the CEO mentioning this in a high-profile press conference is one way to signal the importance.

3. Microsoft HR: Democratizing AI in Human Resources

Microsoft’s HR department has pioneered AI adoption, using AI to transform employee and HR professional experiences.

Of course, Microsoft’s business interests align neatly with AI implementations, to the tune of $62 billion a quarter, so there was an incentive here.

Regardless, the case study Microsoft’s Global VP of HR, Christopher Fernandez, shared is one to pay attention to.

How they’ve implemented it: Microsoft’s HR teams were asked to start experimenting after some fairly basic training.

It enabled HR professionals to become "citizen developers," creating low-code applications that automate routine tasks and enhance efficiency. (To no one's shock, one of the first apps was an HR FAQ.)

Microsoft’s approach emphasizes responsible AI use, grounded in principles such as accountability, inclusiveness, and transparency. (Do you have your “AI Core Values” ready?)

This all brought about serious benefits. As Chris comments:

“First, HR professionals are more comfortable with the technology they created, and second, the results demonstrated have proven business value and significantly improved employee experiences.” – Christopher Fernandez, Global VP of HR, Microsoft.

How they move it forward: A unique element of Microsoft HR’s AI strategy is collecting ideas from individual employees and not just celebrating them but having them impact the overall product direction. Speaking of great recognition!

Microsoft also set up specific AI in the HR community to encourage more sharing and collaboration on the future of work in the company.

Chris added: “There have also been job satisfaction gains in how people value and perceive and experience their work.” Again, BCG would approve.

The Bottom Line: Embracing AI for a Competitive Edge

Integrating AI into business operations is not just a trend but a strategic imperative.

Be like ServiceNow, Morgan Stanley, Microsoft, and Moderna, rather than the 69% of companies without an AI strategy.

And not just to optimize cost but to increase employee satisfaction, if not happiness at work.

These three case studies show how it’s done:

  • Focus on existing daily individual workflows instead of doing one big company-wide AI initiative.
  • Give employees light education, then get them to experiment. (Our “Lead with AI” course helps you do this in your organization.)
  • Celebrate success and evangelize great ideas and achievements across the organization. Shout it from the rooftops (or at least your press conference desk.)

Until next week,

Daan

PS: The excellent Charter newsletter brought me two of three stories here. 

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Future Work

A weekly column and podcast on the remote, hybrid, and AI-driven future of work. By FlexOS founder Daan van Rossum.