This one is for the founder, rev ops leader, or customer success professional watching their company pour money into AI tools that nobody actually uses. Most enterprise technology doesn't fail because the tech was bad, it fails because the human on the other side of the screen quietly goes back to the old way of doing things.

Tom Gersic, 26+ years into enterprise tech and customer success at Salesforce and Altimetrik, breaks down why user experience, not the algorithm, is the real bottleneck in AI adoption, and what it actually takes to turn a technology investment into a sustained business outcome.

About the Guest:

Tom Gersic spent 12 years at Salesforce, including leading product adoption within Customer Success, then served as SVP of AI and Data Go-to-Market at Altimetrik, leading strategic AI engagements for major financial services and enterprise clients. He is now the founder of youex.ai, built to solve the exact adoption problem he kept seeing from the inside.

Key Takeaways:

"If you build it, they will come" is not an adoption strategy; bring users into the process early
The real bottleneck in AI adoption isn't the algorithm, it's whether people are actually using the tool the way it was meant to be used
Different user types need different experiences; engineers, sellers, and customer success teams don't want to "learn AI," they want to use it
Long-term adoption needs measurement, executive sponsorship, and personalized, ongoing communication, not a single rollout email
Watch for the quiet signal of tool fatigue: teams stitching together too many point solutions instead of one that does the work for them
Sustainable adoption plans for maintenance and security from day one, not just the exciting rollout moment

Connect With Tom Gersic:

🌐 Website: https://youex.ai

💼 LinkedIn: https://www.linkedin.com/in/tomgersic

🐦 X: https://twitter.com/tomgersic

Episode Chapters:

[00:00] The Real Bottleneck — why most enterprise tech fails, and it's rarely the technology (approx.)

[03:00] Tom's Career at the Intersection — 26 years across Salesforce, Altimetrik, and enterprise AI adoption (approx.)

[06:00] Building for the End User — why sellers and customer success teams don't want to "learn AI" (approx.)

[13:00] The Biggest Adoption Misconception — why buying the best tool doesn't guarantee results (approx.)

[19:00] What a Broken Rollout Looks Like — the everyday signals a deployment is quietly failing (approx.)

[27:00] Letting AI Do the Heavy Lifting — routing leads, drafting emails, and freeing people to sell (approx.)

[30:00] Sustaining Adoption Long-Term — measurement, executive sponsorship, and personalized communication (approx.)

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