## JLL Leverages AI to Enhance Client Outcomes and Employee Experience
**Key Takeaways:**
– JLL’s commitment to technology led to the creation of JLL Technologies, a dedicated arm for driving innovation.
– The company’s proprietary AI, JLL GPT, has achieved significant adoption among employees, with over 10,000 weekly active users.
– JLL’s AI strategy focuses on improving client outcomes, differentiating the company from competitors, increasing employee efficiency, boosting employee morale, and enhancing the overall employee experience.
**JLL’s AI Journey: From Historical Roots to Modern Transformation**
JLL, a commercial real estate company with a history spanning over 200 years, has undergone a significant transformation in its relationship with technology. Yao Moren, JLL’s Chief Technology Officer, explains how the company’s embrace of AI has led to impressive results.
“JLL has always had a long history of using technology,” Moren says, highlighting the need for technology to manage a vast workforce spanning 84 countries. However, the company truly shifted its focus in 2019 when it established JLL Technologies.
“JLL Technologies really put a focus on technology and how we can use it to transform how we work as a company, and also the industry as well,” Moren explains.
This commitment to innovation has led to the development of JLL GPT, a proprietary AI application trained on JLL’s extensive data.
**JLL GPT: A Success Story of Internal Adoption**
“At the beginning, we were not sure how much employees going to use it because there’s, although like AI has been talked about, there’s also a fear of AI as well in the general public,” Moren states. However, JLL GPT has defied those fears, becoming a valuable tool for employees across the globe.
“People in JLL embraced it,” Moren says. “They come up with a lot of different ways to use it for anywhere from writing emails writing proposals to drafting valuation reports to leveraging it to identify opportunities for transactions as well.”
Moren goes on to describe creative use cases, from finding the perfect restaurant to crafting cocktail recipes.
**Overcoming the AI Barrier: A Blend of Top-Down and Bottom-Up Approaches**
JLL’s success with JLL GPT highlights the importance of employee buy-in and the need for a blend of top-down and bottom-up approaches to AI adoption.
“We establish communities and platforms for them to share their how they use JLL GPT in their day-to-day work so their teammates can get inspired,” Moren says. “Once you get people inspire and then see their colleagues are using it, and then that’s where you can get over the barrier.”
**Measuring Success Beyond Traditional ROI Metrics**
While JLL initially focused on user adoption as a key performance indicator (KPI), the company recognizes the complexity of measuring AI’s true impact on the bottom line.
“It’s really early right now to really nail hey how much like time we will save or how much margin will increase,” Moren says, acknowledging the challenge of quantifying AI’s long-term impact.
Instead, JLL has adopted a broader framework for assessing AI success, encompassing five key areas:
– **Client Outcomes:** JLL assesses whether AI is improving client outcomes.
– **Competitive Differentiation:** JLL evaluates how AI is enabling the company to stand out from competitors.
– **Employee Efficiency:** JLL measures how AI is improving employee productivity.
– **Employee Morale:** JLL evaluates how AI is impacting employee happiness and satisfaction.
– **Overall Employee Experience:** JLL assesses how AI is contributing to a positive employee experience.
**Beyond ROI: The Power of Human Stories & Employee Happiness**
Moren’s emphasis on employee happiness as a key measure of success showcases the human-centered approach guiding JLL’s AI strategy. Moren says, “We also measure um a little bit more the softer ones such as… MPS of our employees do they feel happier in the company because we provide great technology and AI products to our employees.”
He adds that stories from employees who have benefited from AI, such as an Australian employee who overcame a personal barrier by using JLL GPT, are powerful reminders that AI can have a positive impact on employee well-being.
“I believe that in turn it will benefit the company and make it a better place to work and then you know like you said happy employees will make us all more productive and efficient,” Moren concludes.
**The Future of AI in Real Estate: A Focus on Data, Adoption, and the Human Element**
Nicole, a co-host of the podcast, echoes Moren’s sentiment for the importance of data and human experience in AI. “I think there are two things really stands out from yesterday’s panel,” Nicole says. “One is the emphasis on data.”
Nicole continues, “I believe data is the foundation of AI and it is the continue to be the competitive advantage of um a company wanting to stand out from their competition because you know with the generative AI technology being evolving the barrier of using AI will continue to get lower then you ask yourself what is your comparative advantage it’s not going to be oh I use AI but everyone uses AI right.”
“It’s the data that you have,” Nicole emphasizes. “How do you leverage AI to really make your data shine and provide insight to help make decision and get better outcomes.”
Nicole also highlights the ongoing challenge of driving technology adoption in the real estate industry. This challenge, she says, is a common theme in discussions surrounding AI in real estate today.
“I think it’s it’s still a tough of mind for a lot of people,” she says. “Definitely we continue to learn how do we drive Tech adoption in really estate and we all see that it can be very powerful for real estate,” she said. “But we are still figuring out what is the best way to win get the tech adoption going so like it’s kind of like a validation.”
Ultimately, both Moren and Nicole underscore the importance of using technology to enhance the human experience. This means empowering employees to do their best work while also creating a seamless and positive experience for customers.
“We’re still using Tech to enhance The Human Experience and we need humans also to do that,” Nicole says. “So, it wasn’t you know Tech is taking over. How do we EMP people to do work better and also meet the customer where they’re at.”
**Conclusion & Summary**
JLL’s success with JLL GPT demonstrates the power of a well-structured AI strategy that prioritizes both employee and customer experience. The company’s commitment to data and its human-centered approach to AI adoption are key elements driving its success in the evolving real estate landscapes. As AI continues to evolve, companies like JLL are showing the way in effectively harnessing its power to achieve lasting and impactful results.