Your Customers are Not Happy: Moving from Denial to Action

So before I move on with additional topics, let me give you a quick snapshot of the season two that we are entering here of the podcast.

Season one, again, is posted.

You can find all 13 episodes up on the podcast.

We'll give you more information about where to find things.

We systematically went through major topics covered in the book in season one.

from the issues to the basics, to the integrated approach, through the solutions, and wrapping it up with a strategic vision on AI.

Something as a side note that some of my savvy guests last time around indicated was missing from most organizations.

In other words, do they have an AI vision? No, they're experimenting.

They don't really understand or necessarily project where they're going to be in two years, three years, five years.

People say, well, that's difficult.

Maybe.

But if you don't have a vision, you're just kind of wandering in the dark, in my view.

So the issue that they're running into, however, is that they're spending a lot of money on experimentation.

And you can talk to the experts in this field.

You can certainly see a lot of the surveys that are out there, the 2025 Gen AI report.

found that out of the many tens of billions of dollars spent on AI over the course of a given year, about 95% of organizations are getting zero return on their AI investment.

Experiments, money spent, not getting necessarily results.

The question is, what are their objectives? Do they have clear business objectives for using AI, or are they just bringing it in because, of course, everybody has to have AI? So we'll get back to AI this season.

It's going to come up a lot, I think, over the course of a number of different topics that we're going to cover.

So you'll hear more about that.

This season, I'm going to take a little different take on the conversations that we're going to be having than we did last time around, which were, again, sort of a broad brush high level.

Still framed by the overarching strategy execution perspective that's in our book, but we're going to dig deeper into certain areas.

So such as detailed disciplines, spanning architecture versus design.

I'll give you a little more about that when we sign off today.

Organization design in the age of AI.

So before I move on with additional topics, let me give you a quick snapshot of the season two that we are entering here of the podcast.

Season one, again, is posted.

You can find all 13 episodes up on the podcast.

We'll give you more information about where to find things.

We systematically went through major topics covered in the book in season one.

from the issues to the basics, to the integrated approach, through the solutions, and wrapping it up with a strategic vision on AI.

Something as a side note that some of my savvy guests last time around indicated was missing from most organizations.

In other words, do they have an AI vision? No, they're experimenting.

They don't really understand or necessarily project where they're going to be in two years, three years, five years.

People say, well, that's difficult.

Maybe.

But if you don't have a vision, you're just kind of wandering in the dark, in my view.

So the issue that they're running into, however, is that they're spending a lot of money on experimentation.

And you can talk to the experts in this field.

You can certainly see a lot of the surveys that are out there, the 2025 Gen AI report.

found that out of the many tens of billions of dollars spent on AI over the course of a given year, about 95% of organizations are getting zero return on their AI investment.

Experiments, money spent, not getting necessarily results.

The question is, what are their objectives? Do they have clear business objectives for using AI, or are they just bringing it in because, of course, everybody has to have AI? So we'll get back to AI this season.

It's going to come up a lot, I think, over the course of a number of different topics that we're going to cover.

So you'll hear more about that.

This season, I'm going to take a little different take on the conversations that we're going to be having than we did last time around, which were, again, sort of a broad brush high level.

Still framed by the overarching strategy execution perspective that's in our book, but we're going to dig deeper into certain areas.

So such as detailed disciplines, spanning architecture versus design.

I'll give you a little more about that when we sign off today.

Organization design in the age of AI.