Industry-leading insights

A pilot finishes on a good note. The small team that ran it doesn't want to give the tool back. The sponsor wants it in every department, and the results hold up when finance goes through them a second time. Money for a wider rollout comes through without much of a fight. Six months later the same t ...

A vending machine does one exchange and does it well. You make a choice and the item you chose drops into the tray. It never asks what you're actually trying to get done, and it has no opinion on whether something else would have served you better. It delivers, and it rarely gets it wrong. Day-to-da ...

The second specialist is where the trouble shows up. The first one goes fine. A team stands it up, shapes it over weeks of configuration and correction, and ends up with a worker that genuinely does the job. Then the team goes to stand up a second one, for an adjacent role, and discovers something u ...

The first week usually goes well. Someone drops a question into a team channel, and the answer is there before anyone has finished reading the question. It is a good answer. It is also three times longer than anyone wanted, it arrived ahead of the person whose job it was to answer, and it quietly co ...

Three people in the same company opened the same AI assistant one afternoon. One got a cautious editor. One got a bold strategy partner. One got something that agreed with everything she said. The same tool, in the same hour, produced three different workers, and nobody found it strange, because nob ...

There is a moment that shows up in almost every team running an AI specialist for more than a couple of quarters. Someone goes to correct something, and realizes they have corrected it before. The exception that was explained in March gets explained again in June. The context somebody wrote out care ...