Ron J. Williams’ Post

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Impactful Venture Builder | Speaker | Advisor

🤖 On Robots and Radical Comprehensibility I *really* like Kieran Flanagan's framing of how to understand the implications of ChatGPT through the lens of how new platforms increase or decrease customer contact "surface area" (i.e. chances to interact with and design experiences for prospects/customers). I think it does a great job situating the platform in modern big tech history. (h/t James Burdine) Link to his post in comments. But part I like most is when it hints at a future I've explored and worked to make real: one in which consumers aren't just presented with choices and disclosures but instead provided the tools to understand HOW their product and service choices (i.e. settings, features, packages, payment terms), together with an infinite array of life/business conditions might actually impact their lives. In other words the difference between knowing the details of a deal and actually understanding likely outcomes given your circumstances and goals. I've been been thinking of this combination of radical disclosure and decision support as Radical Comprehensibility. I believe the boldest businesses will lean into Radical Comprehensibility as a design target and core feature of their business models. It will be the OPPOSITE of burying terms and *hoping* your customers don't see them. I.e. the extra special late fee here or the hidden shipping fee there. That's the old way of doing it...I'm looking at you Columbia House CD club (as a for example). 🤔 So what Ron? Where does ChatGPT come in? Well, in a generative AI-everywhere world, it will be tough to bury the implications of choices. Hiding where and how you make money will be impossible over time. "Obfuscation as a Strategy" will largely go away because consumers won't need a calculator and a lawyer to understand traps in the fine print. 💡 Why not lean into helping customers understand their choices and exactly how you make money on them today...so they can choose you in a fully informed way? Imagine conversational UX powerfully enhanced by generative AI and permissioned access to personal/business data for personal context. Imagine being able to ask your insurance company which health insurance policy you should select and actually getting really good answers based upon your prior year's health activities and family planning goals? Now imagine the healthcare company that proactively builds this approach into the core of their UX? The one that would rather send you to a different provider than put you into the wrong plan? The one that becomes your go-to resource for understanding healthcare choices no matter who you're with...I wonder what that company's NPS would look like? It's a whole new world. You ready to get "customer-aligned" vs just customer-centric? I've got thoughts but that's a post for another day... What do you think? https://lnkd.in/eDA47-MK #impactfulinnovation #innovation #chatgpt #customer #ux #radicallygood

How ChatGPT Kicked Off an A.I. Arms Race

How ChatGPT Kicked Off an A.I. Arms Race

https://www.nytimes.com

Baratunde Thurston

Host at America Outdoors on PBS | Bestselling Author, Podcaster, Storyteller

1y

Ron this is AI-generated music to my cyborg ears. I was talking last week about using these AI tools to make congressional bills make sense and help me make purchasing decisions of all kinds and to out dirty cops. Also I want to make a bot of myself so I can ask myself what I think about things without having to think. Self-singularity! Good stuff homes.

Noelle Coleman (Campbell)

Comms Advisor | Consultant for Growth-Stage Companies

1y

As always so well said. I think you need a segment breaking things down all things tech/fintech/consumer tech in simplistic terms on CNBC. Also I’m screaming at “Columbia House CD Club.” Like I may need CPR because I’m dead.

Nick Gardner

K12 Social Enterprise

1y

Seems like this could be standalone service of some sort that might ensure the objectivity of / trust in its responses

Stephone Coward II

Financial Advocate | Hip Hop Caucus Economic Justice Director | Ecosystem Builder | Fellow | Founder

1y

I’m all in on Radical Comprehensibility it would cause a tectonic shift in the banking world. I want be a part of that type of change.

Lauren Hough Williams

Builder, Educator, & Inclusion advocate

1y

UnitedHealthcare, I hope you’re reading this!

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