Since ChatGPT took the business world by storm in late 2022, CIOs have been evaluating its potential and its risks. CIOs are no strangers to disruption, as the primary drivers of digital business growth and innovation at their organizations.
We recently asked CIOs in our communities about their current approach to generative AI and how they view the opportunities and risks. Here is what more than 350 IT leaders told us about generative AI and its impact on the future of business.
Are CIOs Currently Using It?
53% of CIOs report that they are currently using ChatGPT or another generative AI tool at their organizations. When asked how they are using it, some CIOs report that it is “exploratory at this time,” saying that they are using it in an “ad hoc manner,” or that it is “limited to certain users.” For those that aren’t using it, they say they have “compliance and regulatory concerns,” “there is no official guidance,” or they have found “no application yet.”
Do They Have a Company Policy?
42% of IT leaders say their organization is in the process of developing an approach to AI tools, but does not have one yet. Twenty-eight percent of CIOs are allowing some employees to use it, and 23% currently allow all employees to use AI tools. Perhaps because they lead IT, only a small percentage of CIOs (7%) say they are not allowing employees to use it at all.
What’s Their Outlook?
CIOs are very positive about AI with 85% of them saying they have a “very positive” or “somewhat positive” outlook on generative AI. Only 12% have a neutral position, and 3% feel somewhat or very negative about AI and its future impact on the business world.
What Are the Opportunities?
32% of CIOs believe that AI will help or improve their current processes, and 27% think that it will automate tasks and save time. They find generative AI promising in the areas of processes and efficiencies in the short- to mid-term, including comments that it could “reduce training time” and “save time in documenting use cases.”
What Is the Future Impact?
Going forward, 27% of CIOs believe that generative AI will create operational efficiencies, and 24% think it will eliminate tedious tasks from the workforce. Twenty-one percent also say that it will improve the way their organization interacts with customers, but a few CIOs noted their concerns about customer experience in the comments, with one saying “at times, it will diminish the customer experience.”
What Are Their Concerns?
An equal percentage of CIOs (23%) cite data privacy and security risks as their top concerns about generative AI tools. Anecdotally, they shared concerns about trusting the output, with comments like “inaccurate information,” “too much confidence in the results,” and “if we can trust the results.”
What Are Employees’ Concerns?
53% of CIOs believe their employees might be concerned about their roles being replaced by AI. Seventeen percent think that employees believe it will be generally disruptive. In the comments, some CIOs noted that they hadn’t heard concerns yet, with comments like “not sure employees are concerned.”
Future Impact of Generative AI
We asked CIOs what they think the impact of AI could be on business in the future. There is some concern about customer service with one saying, “It will negatively affect the customer experience.” But mostly, they acknowledge it as a technology disruptor with potential benefits:
Empower citizen developers and further accelerate the pace of change.”
Open new venues and opportunities for every role in the organization.”
Enhance productivity in ways not seen since the advent of smartphones.”
Produce more insightful business strategies.”
If you are a CIO navigating the changes brought about by generative AI, find an opportunity to collaborate with your peers or join a community at Evanta.com.
Based on 350 CIO responses to Evanta’s Community Pulse Survey, June 2023.
by CIOs, for CIOs
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