大多数人认为AI投入越多回报越高，特别是鼓励重度用户增加使用，但作者认为最佳ROI来自于将中等使用量用户推向更高使用水平，而非让重度用户使用更多。这与行业普遍的'越多越好'理念相悖。

大多数人认为更多的AI使用会带来更高的生产力回报，但作者的数据表明，高AI使用者的生产力仅是低使用者的两倍，但成本却是10倍。这挑战了行业对AI投资回报率的普遍假设。

【洞察】灾难事件可能在数天内产生 10 万件索赔——这正是 AI 相对于人类客服最核心的优势场景：极端峰值负载。Travelers 的案例证明了「弹性 AI 客服」的商业价值：不是用 AI 替代正常业务量，而是用 AI 承担「人力永远无法应对的浪涌」。对所有有周期性业务高峰的行业（灾害、税季、促销等），这是 AI 客服最无可辩驳的 ROI 论据。

大多数人认为全面采用AI聊天机器人会显著提高效率和降低成本，但作者指出这种做法虽然在诱惑上很强，但实际上并未改变公司的底线。这一观点挑战了AI替代人工能带来显著财务收益的主流假设，强调了实际业务价值评估的重要性。

【启发】技术债从「慢慢损害可维护性」变成了「立刻损害你的账单」。这是一个全新的技术债量化维度——不再只能用「未来的工时」来衡量，而可以用「每次 AI 调用的 token 超支」来实时计算。这为「说服管理层重视代码质量」提供了一个全新的、财务可量化的论据：烂代码不只是技术问题，它在每次 AI 执行任务时都在直接产生额外费用。

尽管AI投资激增，但绝大多数企业未能获得任何回报，这与主流认知中AI能显著提升效率的观点相悖。这一发现表明，AI实施失败的主要原因不是技术本身，而是工作流程设计不当，暗示企业需要重新思考如何将AI整合到现有工作流程中，而非简单叠加技术。

尽管AI投资激增，但绝大多数企业未能获得任何回报。这与主流认为AI能自动带来显著效益的观点形成鲜明对比，暗示AI实施失败的主要问题不在于技术本身，而在于工作流程设计不当，这是一个反直觉的发现。

New stat from IBM? This is similar to the RAND figure from before?

A Useful Productivity Measure? by [[James Shore]]

ROI of Accessibility

Greg Williams, Deque Systems

Link to Session

4 main business cases (eCommerce case study):

• Increasing market share
• Controlling operational costs
• Managing risk profile
• Aligning digital presence with company core values

Increasing market share

• after-tax income for working-age people with disabilities in the US: $490 billion
• 20 million (35% of all people with disabilities) are US working age adults, age 16-64
• If you're not accessible and your competitor is, you lose that market share
• Vision, Hearing, Ambulatory, and Cognitive are most common disabilities
• Inaccessible e-commerce retailers losing out on $6.9B annually

Controlling operational costs

• "Click-in" payment costs much lower than call-in, mail-in, and walk-in (brick & mortar). Pushing to digital channel cuts costs - up to $14m. Can't push disabled customers to digital if experience is inaccessible.
• Blind users call company's customer service department 1x/week on average because of website inaccessibility. They call multiple times even when they have abandoned the transaction. Save time & $ on customer service calls.

Risk management

• approx 10k ADA lawsuits per year. CA, NY, and FL are where lawsuits are most prevalent
• potential cost of complaints: blended rate of $120/hr when you consider support personnel, compliance/regulatory personnel, product management, devs, QA, testing, etc
• calculating proactive vs reactive fix loss, assuming 100 complaints annually, upwards of $1m per year cost for "reactive" fixes
• lawsuits: blended rate of $225/hr assuming company leadership, legal council, external SMEs, etc are involved
• DOJ could levy fine of $96,834 for first action while still requiring website to become accessible

Alignment with core values

• If mission or motto is to be inclusive, customer-centric, etc, are you really meeting that mission if you don't include a11y in priorities?
• Customers increasingly want to purchase from companies that share their view
• Consumers who have a negative or positive experience re: a11y tend to share with family and friends

Title: The impact of recruiting on employee lifetime value --Greenhouse Blog

4 tips to implement just in time learning at your organization This article is published by Udemy so it would appear to be credible. Reading is a bit difficult because of the light font and a sales orientation can be discerned. Nonetheless it does have some useful tips such as encouraging professional developers to 'redefine how you measure learning.' rating 3/5

Return on investment.

Le kilométrage varie selon les versions !

Là aussi, rien d'immuable, chaque époque imposant son interprétation et son ton.

Un journaliste du Voir a créé une liste de citations similaires intitulée : 5000 ans d'enfants roi. ;-)

http://mbe.io/1QuRZOI

Si jamais elle disparaissait du Voir, j'en ai une copie. Simplement m'écrire.