Domo CDO Chris Willis Urges Slow, Strategic AI Adoption Over Fear-Driven Hype

Chris Willis, chief design officer and futurist at data platform Domo, criticizes the AI industry's fear-based marketing and urges companies to adopt a deliberate, strategic approach. In an interview with The Register, Willis expressed surprise that more people aren't resentful of AI companies pushing technology that causes widespread anxiety. He argues that fear is not a durable innovation strategy and that AI models are being sold as products without clear specifications, leading to confusion and wasteful spending. Willis highlights the phenomenon of 'tokenmaxxing'—buying AI access and pressuring employees to use it excessively—as theater rather than genuine innovation. He notes that many organizations treat AI as a solution itself rather than a tool, resulting in proof-of-concept projects that lack scalability. Willis recommends starting with simple automations, like invoice processing, and understanding where human judgment is needed. He cites Klarna's failed experiment replacing customer service staff with AI as a cautionary tale. Willis predicts a budgetary reckoning as CFOs question the return on AI investments.