Will GenAI eventually eliminate the need to “peel back the onion”? Will it free us from having to figure out “what’s behind the curtain”?
What’s underneath these hopeful questions are, of course, a constant desire in business to move faster, to reduce unnecessary steps, to streamline. That’s why, for example, post-mortems of application outages or customer churn are rarely ever performed anymore. They’re perceived as requiring too much time. Better to treat the most obvious reason rather than spend time trying to understand all the factors that fed into that reason. Sounds a bit like how our healthcare systems work, right?
We were excited to have two industry executives, Stephen Streich, Group Vice President Product, Oracle Marketing, and Mark Stouse, Chairman and CEO of Proof Analytics. These gentlemen well-understand the challenge of causality and have managed to forge successful careers, in part, by being able to connect the dots to help people understand that it’s better to face the truth. Avoidance doesn’t work. In fact, facing the truth about cause and effect is the only way to clearly understand a problem, and is the only way to grow.
Causality is a simple concept to understand but one that tremendously challenging to industrialize in the world of business. The relationship between cause and effect can seem straightforward but in a typical enterprise business where the purpose of work overall is to drive revenue across the atomized effort of a variety of organizations, it gets complicated very quickly. Marketing and Product are not newcomers to this challenge and now they are joined by Customer Success which faces a host of complex factors that affect its ability to drive successful outcomes for customers.
It’s was a terrific conversation that included a few very specific tactical take-aways for the audience.