Episode 27 · 29 Mar 2024
Disruptive change management.
In this episode, Michelle and Nikola discuss the complexities of managing disruptive change within large businesses, especially in the context of implementing AI. They explore the critical role of change management, the challenges of introducing new tech into established enterprises, the political and strategic considerations involved, and the importance of navigating thoughtfully.
The discussion includes insights on the role of champions within organizations who drive the adoption of AI, how companies have adapted to past disruptions like COVID, and strategies for effective transformation, including starting small and learning from failures.
About the show
Hosted by Nikola Mrkšić, Co-founder and CEO of PolyAI, the Deep Learning with PolyAI podcast is the window into AI for CX leaders. We cut through hype in customer experience, support, and contact center AI — helping decision-makers understand what really matters.
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