Cloud Wars CEO Outlook with Google Cloud’s Thomas Kurian

 


Customer Mindset and Priorities in 2025 (01:47)


The current climate of geopolitical and economic uncertainty is
driving the need for speed and agility when delivering value to
customers. Google Cloud customer projects that do just that
include improving logistics at UPS, enhancing search
functionality, and boosting customer service at Hanesbrands and
Macy's. "Uncertainty means the great CEOs want action," Kurian
says. "You control the controllable, and you do that by improving
speed in your organization." Kurian also discusses significant AI
integrations, such as Google Cloud's collaboration with Samsung
on its phones and Snap’s in-app coach, which are shaping the
future of customer interaction.


Cloud and AI as a Continuum (04:08)


Kurian explains that cloud services actually simplify the
deployment and management of AI because they provide models and
accelerators as services, reducing the complexity of managing AI
systems. In turn, AI helps to streamline cloud services by
enabling faster and more efficient application development.
Customer examples of how cloud and AI work together to deliver
innovative offerings can be found in AI-driven risk calculations
at Hiscox, tailored advertising for Puma and Radisson, and
content discovery for Warner Brothers Discovery.


AI's Impact on Business and Productivity (07:48)


AI is no longer confined to IT departments but is now influencing
a wide range of business functions. It's improving productivity
by streamlining operations, such as facilitating live patient
handoffs at hospitals. "Allowing the nurses to do live handoff to
another nurse means more time at the bedside. It means more
productivity."


AI is also enhancing product development by enabling customers to
articulate complex needs, which AI can then translate into
tailored recommendations. Furthermore, AI’s role in call center
automation is improving efficiency by handling high volumes of
customer inquiries and providing superior service.


Customer Service and AI Integration (13:01)


Google Cloud's approach to integrating AI with customer service
helps businesses create more cohesive and efficient customer
experiences by improving reach, understanding, and interactions
across multiple channels. Kurian discusses innovations such as
the self-service retail search at InterContinental Hotels and
digital concierge services for Orange. AI agents manage customer
queries, upsell products, and improve service efficiency in call
centers.


Cost Optimization and Efficiency in AI (15:52)


There are several ways in which Google Cloud is addressing the
challenges of AI tool affordability. Kurian outlines initiatives
aimed at improving the efficiency of AI, such as new software
capabilities and optimizations to AI models. In the last six
months, Google Cloud has significantly reduced costs, with model
costs dropping by more than 10 times. Additionally, improvements
in latency and the reduction of AI response iterations are also
helping to make AI more efficient and cost-effective.


Customer Acknowledgment (18:46)


In closing, Kurian expresses his gratitude to Google Cloud’s
customers, partners, and all those who have supported the
company’s journey. "To every customer, every partner, everyone
who gave us a shot, you were the reason that all of our people
worked so hard. Thank you."


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