Don’t Automate the Mess: The Real Work of AI Adoption
AI can make work faster. It can also make a broken process fail faster.
In this conversation, Sondra Kiss speaks with Julie Stone, Chief Learning Officer and Group VP at TTEC, about moving beyond AI licenses and usage targets to redesign work around clear business outcomes.
Julie also shares how AI was introduced into TTEC’s instructional design process. The work began with one defined quality and speed objective, then expanded as the team learned where AI could support additional parts of the workflow.
Watch the full conversation and subscribe to Change Lab for grounded discussions about integration, transformation, and execution.
What you will learn in this episode:
- Why AI activity does not automatically create financial or operating value
- How to examine a workflow across functions before adding automation
- Where AI can support better human coaching, judgment, and connection
- How small experiments can reveal changes needed in quality assurance, skills, performance expectations, and compensation
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