For the past two years, businesses have been asking the wrong question about AI, including, “How do we use it to be more productive?” Turns out, not the real shift. The real shift is this: Your customers are already using AI to make decisions about you, quite rapidly and at scale. More interestingly, the way they’re using it looks nothing like what most companies expected. A recent large-scale analysis of ChatGPT usage, conducted by Open AI and Harvard University, across hund
