AI feels new. It isn’t.

In this episode of AI: Voice or Victim, Erica Rooney sits down with Walk West Director of Client Services Susie Tunnicliffe to talk about how AI is showing up in real work environments right now.

Susie breaks down how her team is using AI across client services, from research and competitive analysis to QA testing and business development. She also explains why most people are overthinking where to start and what actually matters when you begin.

The conversation gets into the reality of client concerns around privacy, how to use AI responsibly, and what it looks like to introduce these tools without losing trust.

You will also hear how Walk West is building a culture where teams are encouraged to experiment, make mistakes, and figure out what works.

If you are still on the sidelines with AI, this episode gives you a clear place to begin.

What You’ll Learn

Why AI has been around longer than most people think
How to use AI for research, QA, and client strategy
Where client concerns about AI actually show up
How to introduce AI without breaking trust
Why curiosity matters more than expertise when starting
Real examples of AI improving workflows

Chapters

00:00 AI has been here longer than you think
01:00 Meet Susie Tunnicliffe
02:00 A people first approach to client services
03:00 How AI started showing up at work
04:00 Internal use cases for AI
05:00 Research and competitive analysis with AI
06:00 What Certified Walk West Way means
07:00 Handling client data and privacy concerns
08:00 Where companies hesitate with AI
10:00 Real use case: AI in QA and testing
11:30 Where beginners should start
13:00 Learning AI through experimentation
14:00 Using AI in business development
15:30 Building a culture that supports testing and learning
18:00 What happens when AI outputs are wrong
19:00 Advice for new employees using AI
20:00 Tools that actually help day to day work
22:00 How AI improves focus in meetings
23:00 What comes next for AI in client services
24:00 Last Chat segment

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Subscribe to AI: Voice or Victim for more conversations that move you from AI anxious to AI curious. Hosted by Erica Rooney and Greg Boone aka AISerious™, we're helping people and organizations embrace AI ethically, strategically, and with humanity at the center.

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