09/04/2026
“We need AI.”
We hear versions of this more and more. But AI is rarely the first decision.
Before choosing a platform, workflow, or automation, start with the customer:
Where are they getting stuck?
What information do they need?
Where does the experience slow down, become confusing, or require unnecessary effort?
Then look inward.
Which processes support that experience? Where are teams repeating work? Where are handoffs breaking? Where is useful information trapped in someone’s head instead of documented in a system?
Those are the places worth investigating.
AI can create meaningful efficiency, but only when it is attached to a clearly understood problem.
Start with the friction. Then decide whether AI belongs there.
Where is the biggest point of friction in your customer journey today?