We write about what we see in the field — what works, what fails, and how business leaders can think clearly about AI implementation.
Voice AI for customer service fails not because the technology doesn't work, but because organizations underestimate the gap between prototype and production. This framework helps operations leaders and IT executives evaluate three approaches—platform-first, build-on-foundation, or agent-assist—based on actual costs, implementation timelines, and organizational readiness rather than vendor capabilities alone.
AI StrategySingular Bank built an internal AI assistant using ChatGPT and Codex that saves bankers 60 to 90 minutes daily on meeting prep, portfolio analysis, and follow-up tasks. The key to their success: targeting three specific workflows instead of launching an enterprise-wide transformation. Learn why most AI banking projects fail, what the real costs look like, and how mid-market financial services firms can assess whether building an internal AI assistant makes sense for their organization.
AI StrategyFinance leaders evaluating AI partnerships like OpenAI-PwC should understand what these collaborations actually deliver versus what they promise. This analysis breaks down where finance AI projects fail, the true cost structure beyond vendor proposals, and what successful organizations do differently—from mapping exception-handling workflows to negotiating exit rights before signing contracts.
AI StrategyMicrosoft reports Copilot adoption surging across enterprise, but activation metrics hide a critical gap. Most AI rollouts stall because organizations measure feature clicks instead of workflow value. Learn why fewer than 20% of licensed users achieve meaningful adoption, the three patterns that break AI deployments, and what successful organizations do differently to turn AI features into actual competitive advantage.
ImplementationField service automation can deliver 195% ROI, but only for organizations that solve data quality and process problems before implementation. This analysis breaks down where returns actually come from—scheduling efficiency, first-time fix rates, and technician enablement—and why 30-40% of implementations see less than 60% adoption. Learn what separates top-quartile performers from companies that never hit positive ROI.
IntegrationConnecting Slack to Salesforce takes fifteen minutes. Getting value from that connection takes three to six months of deliberate process work that most organizations skip. This piece examines why Slack-CRM integrations fail within six months, how AI agents compound governance problems, and what the successful minority does differently to build integrations that actually deliver lasting productivity gains.
AI StrategyBetterment's new AI account recommender follows a familiar pattern: narrow recommendation engines branded as enterprise AI strategy. What separates the 20% that get adopted? Starting with specific friction points, instrumenting baseline behavior before launch, and building human fallbacks from day one. The hard part isn't the technology—it's change management and closing the gap between technically functional and operationally adopted.
AI StrategyWTW's acquisition of Newfront reveals a critical truth about enterprise AI transformation: putting startup founders in charge of company-wide AI deployment signals that operator experience matters more than technical knowledge. While internal AI initiatives often stall in pilot purgatory, leaders who've shipped products under real market pressure bring fundamentally different instincts. This raises an uncomfortable question for mid-market companies—do you have anyone who's actually built AI into production workflows, or are you asking people to learn while carrying existing responsibilities?
AI StrategyOpenAI's Sora shutdown highlights a critical enterprise AI risk: vendor discontinuation. Learn why operations leaders should architect for portability, treat vendor lock-in as a balance sheet risk, and build contingency plans assuming any AI platform could pivot or disappear within 18 months.
AI Strategywhy-ai-pilots-fail: The failure rate for enterprise AI initiatives is well-documented. Less discussed is what the successful 22% consistently do differently. After dozens of AI implementations, patterns emerge — and most are operational, not technical.