Salesforce futurist predicts AI-driven workplace evolution

Michael Costigan, VP of Salesforce Futures, shares insights on how AI will redefine work roles and the skills that will remain valuable in the coming years.

Michael Costigan. (Photos: Salesforce and Bloomberg)

The AI Workforce Revolution

• Job displacement fears are justified as companies like Shopify prioritize AI over hiring
• Current phase involves adding AI tools to existing workflows, but future will see work redesigned around AI agents
• Example: Adecco uses Salesforce's AI to process millions of CVs with unprecedented efficiency

Human Role in an AI-Driven Future

• AI will handle technical/repetitive tasks, while humans focus on:
  • Critical thinking
  • Creativity
  • Context understanding
  • Complex decision-making
• Humans remain essential as gatekeepers to prevent AI hallucinations (Salesforce uses RAG systems for error detection)

Timeline for Advanced AI Adoption

• AI meeting representatives: Potentially in 5 years, but human nuance remains challenging
• First to be automated: Scheduling meetings - "an exhausting, low-intelligence task"
• "Quiet automation" of mundane tasks will drive real adoption

Preparing for the Future

• Costigan's advice: Experiment with AI tools (try asking ChatGPT about daily tasks)
• Future-proof skills:
  • Human nuance
  • Relationship-building
  • Creative problem-solving
• "AI won't replace you - it will help you grow by removing repetitive work"

Productivity vs. Laziness Debate

• Potential concern: AI could dull critical thinking like GPS affected navigation skills
• Key question: How we'll use freed-up time for higher-value work
• AI's ultimate value: Enabling more time for strategic thinking and innovation

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