What about customers? Why AI productivity is the means, not mission
Summary
This article argues that many companies are treating AI as an internal productivity project instead of a customer value engine. It uses examples from Uber, Telstra, CBA, OpenAI, and Anthropic to show how organizations are spending heavily on AI while struggling to convert that spend into visible customer impact. The piece also warns that AI deployments can fail when teams optimize for engagement, internal efficiency, or board pressure instead of real user outcomes. It closes by stressing that leaders must keep the customer at the center if they want AI investments to pay off.
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$1M to $5M