Balancing margins and long-term reinvention

Today’s episode of the Punk CX podcast features a recent conversation I had with Charlene Li about her new book, Winning with AI: The 90-Day Blueprint for Success (co-authored with Dr Katia Walsh). We talk about why 90 Days, why you don’t need a separate AI strategy, why most AI initiatives fail and fail to improve customer outcomes, the use case trap, the shift that leaders need to make from "knowing" to continuous learning and the five traits of an AI-ready culture.

This interview follows on from my recent interview – Harnessing AI to orchestrate customer experiences at scale – Interviews with Luc Dammann, Nina Caruso & Vivek Pandya of Adobe – and is number 585 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.