INSIGHTS

Two people can have the same AI tools and the same training. One integrates AI into daily work. The other stops using it after a week. The difference isn’t skill. It’s fluency. That gap shows up in small decisions most organizations don’t pay attention to. Why upskilling gets AI into the organization, but only fluency determines whether it actually sticks in day-to-day work.

AI does not replace decision-makers, and it does not remove accountability. What it does is introduce judgment calls that are increasingly uncomfortable to own. Those calls are often reframed as technical, procedural, or operational decisions, even when they clearly are not.

Many digital modernizations don't outright fail. They limp along, negatively impacting the organization’s performance, people, customers.