Shadow AI in CX: Data-Driven Insights and How Leaders Should Respond

G2 Blog · one year ago · 115 views

Shadow AI may be a hot topic, but it’s hardly a new phenomenon. As an IT executive for Hewlett-Packard, Trinet, and now Zendesk, I have decades of experience tackling this issue, just under a different name: shadow IT. And though the tools have changed, the story hasn’t, which means the risks, consequences, and solutions remain very much the same. 

Shadow AI may be a hot topic, but it’s hardly a new phenomenon. As an IT executive for Hewlett-Packard, Trinet, and now Zendesk, I have decades of experience tackling this issue, just under a different name: shadow IT. And though the tools have changed, the story hasn’t, which means the risks, consequences, and solutions remain very much the same.