Why focusing on cost-cutting during the AI revolution is a strategic mistake

When a new general-purpose technology emerges—be it railroads, electricity, computers, etc.—companies react in predictable ways. A small minority tries to reinvent themselves around it; the majority looks first for ways to cut costs. 

Right now, in the middle of the most significant technological inflection since the internet, many organizations are choosing the second path. They deploy artificial intelligence to automate call centers, reduce head count in back offices, and squeeze marginal gains out of existing processes.