innovation

Head of Strategic Capabilities tells Computerworld that AI will reboot hiring, training, and change management.

Computerworld recently featured New York Life’s Head of Strategic Capabilities Alex Cook in a Q&A profile titled “New York Life exec says AI will reboot hiring, training, change management.” Over the course of the in-depth conversation, Cook addressed New York Life’s ongoing artificial intelligence (AI) adoption and how Generative AI is changing the company’s approach to internal skill needs and hiring.

Discussing New York Life’s current uses of AI and future opportunities, Cook highlighted the importance of building out AI capabilities that will truly make a difference, particularly when it comes to delivering increasingly seamless experiences for New York Life’s policy owners and agents, and effectively managing change, governance, and scenario planning.

Cook pointed to the November 2022 ChatGPT launch as a pivotal moment in terms of recognizing the potential of these new AI approaches to deliver significance enhancements in areas where the company had largely been experimenting previously. He explained, "It’s a bit like the analogy of the frog in boiling water. If you put the frog in and slowly turn up the heat, it doesn’t realize how much is happening. That’s a bit of what’s happening in the AI context. It had been slowly advancing for a long time, but then it took a big step forward and with that there was a recognition — a moment had arrived that was worthy of reassessing the scope of what was feasible."

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