CHAPTER 19Leading Through Transformation—What’s Next?
The progress made in the short amount of time between ChatGPT-3.5’s launch in November 2022 and GPT-4’s launch in March 2023 was substantial. This improvement can be looked at two ways. One way is to see it as a threat: AI “knows” more than an average person. Another way is to think, “This technology will make me so much smarter and faster in whatever I pursue.” I urge you to take the second approach.
Figure 19.1 shows that GPT-4 models have proven to be better test-takers than GPT-3.5.
WHAT’S NEXT? KEEP THE HORIZON IN SIGHT
The market shifts that GenAI will facilitate over the next 4 to 8 years will be sizable and nearly impossible to anticipate. The marginal costs to run businesses may be reduced by epic proportions—in 10 years, perhaps a 20% or 50% or even more, whether it’s a reduction in the costs for computational power, customer service, building a product, or creating a movie. The competitive landscape will change radically as new entrants and existing players compete at some fraction of the current incremental cost.
At Salesforce, it is top of mind for us to not just think of transforming our own business but also how we can help our customers better serve and retain their customers through these shifts. Today the focus is to solve for the next 2 to 3 years in pragmatic terms, which primes the surface for the next generation.
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