00:08:28 · Heather McLean
[00:08:28] S1: Well, one of the first questions I wanna ask is where are you at today? Right? Where are you on your AI journey? Because some companies are already experimenting. Some companies, you know, they have enterprise licenses, and some companies don't have a clue where to start. Someone is at. So so I've gotta figure out where they're at right now. And then once we figure that out, we can kind of figure out... The second question is where do you want to go? Right? Do you want to be leveraging AI in many of your business processes? Do you have certain pain points you'd like to address first? Or do you want us to help put a strategy together, right, to help figure out some of that stuff? And then the last question I sort of ask is, okay. How does your leadership feel about this, and how does your team feel about this? Because you've gotta have support on both ends for this to be successful. You have to have leaders who are going to stand by and hold people accountable to certain goals and who are going to back you up when things get challenging because they always do. And then you've gotta have a team that is open and willing to do things differently because what we've seen is when organizations just like bolt on an AI tool or they just give people ChatGPT, you only get small gains. The real gains are when you start redesigning and reimagining your business processes using that AI, that's where companies are seeing the real value. So you've gotta have the leadership and your team members on board. So those are the three questions.
00:10:02 · Ezekiel Iferia, Heather McLean
[00:10:02] S0: Okay. So why do why do those questions actually matter more than any technology decision? [00:10:10] S1: Because because most digital transformations, most implementations of technology are usually not a technology problem. They're usually people problems. And so those questions are sort of getting to the root people problems that we see most often. [00:10:29] S0: Alright. Alright. So you you said technology is almost never the real problem, you know, when organizations struggle to adopt artificial intelligence. So if it's not the technology, how do you how do you fix it?
00:10:49 · Heather McLean
[00:10:49] S1: Well, let me give you a couple of examples of of what what the issues are if they're not technology. Right? So Mhmm. First one would be like a lack of change management. So people people aren't brought... Bought in. The leadership's not bought in. The the team is not bought in. So... And you've got to put things in place, put processes in place to make sure that that change management really does work. Right? Another reason that they're failing is that there's no clear strategy. So sometimes companies will just sort of jump in. They'll buy a tool, but no guidance, no governance, no strategy around where they're going or what they wanna accomplish. So, you know, it kind of goes back to, like, goal setting. If you don't have a goal, you're... How do you know when you even get there? So AI is no different than any other new technology. You've got to have a strategy in place. Another thing that sometimes trips up organizations is, I mentioned this earlier, is that they're not reimagining their business processes. So just giving folks a tool is not gonna get you the gains. You're not gonna get your money, you know, back on that investment. You really have to reimagine how your business changes and how those processes change. And then the other thing is a lack of leadership support or accountability for implementing AIs. You've gotta have somebody who is who is responsible, and you gotta have leadership support to get through those challenges. So those are the reasons... Those are the people sort of reasons that technology, AI technology can fail.
00:12:26 · Ezekiel Iferia, Heather McLean
[00:12:26] S0: Alright. So, you know, there's a lot of noise about artificial intelligence right now. What's a dangerous myth? You know, you keep hearing from business leaders. You know, what do they believe that's actually holding them back? [00:12:40] S1: I think I think one of... The one is... The one that I'd already mentioned is that it's not a technology problem, it's a people problem. But the other myth, I think, is the we can do it ourselves myth. And for some organizations, they are advanced. They have some of this expertise. But for a lot of organizations that we're talking to, they're trying it themselves, but they don't have the experience or the expertise, and they're sort of floundering. Right? Because they don't really know necessarily what direction to go, and they might not know what good looks like, and they don't have a good road map for how to get there. So this really does hurt companies when they're trying to do it themselves. In fact, companies that do this try to do AI themselves, like, fail at double the rate of companies that that hire this out. So we would always recommend, you know, if you don't have this experience, don't try it yourself. Start with, you know, a good consultant or a good partner who does know how to do this to get you going so you don't fall into some of these traps.
00:12:40 · Heather McLean, Ezekiel Iferia
[00:12:40] S1: I think I think one of... The one is... The one that I'd already mentioned is that it's not a technology problem, it's a people problem. But the other myth, I think, is the we can do it ourselves myth. And for some organizations, they are advanced. They have some of this expertise. But for a lot of organizations that we're talking to, they're trying it themselves, but they don't have the experience or the expertise, and they're sort of floundering. Right? Because they don't really know necessarily what direction to go, and they might not know what good looks like, and they don't have a good road map for how to get there. So this really does hurt companies when they're trying to do it themselves. In fact, companies that do this try to do AI themselves, like, fail at double the rate of companies that that hire this out. So we would always recommend, you know, if you don't have this experience, don't try it yourself. Start with, you know, a good consultant or a good partner who does know how to do this to get you going so you don't fall into some of these traps. [00:13:43] S0: Alright. So, you know, you you... You've said that organizations who successfully adopt technology are those that address the people and, you know, process parts too. So what does that look like in practice? You know, how do you get the human side right?
00:14:01 · Heather McLean
[00:14:01] S1: It starts with leadership buy in. It starts with talking to people. And a a great methodology is when you start start talking about the pain points that they're feeling right now. Right? Start with a simple use case where people are feeling pain around it every day. Then you get those people to be part of the solution. You bring them into a room and you start talking about, okay. We need to reenvision this process. We need to reengineer it. Get those people to actually be the ones to do that business process reengineering because people help support what they create. And nobody wants to be handed a new process for something without having any involvement with it before that. Right? Nope. That's like the worst thing is to be handed something that is redone for you. So by making them part of that solution, they're gonna get buy in. Another, another approach is training. Like, in the in the air force, we would call this train the trainer. So you can take a small group of people who are maybe change agents in your organization and train them on the new tools first, and then have them help train people after that. So, you know, it's like train the trainer who's gonna go out and then help sell this to the rest of the organization and get them up to speed. So that's a really good method as well. There's lots of ways around these issues. You you just have to be planful and you have to think through it before you just jump in.