Podcast Summary: Experts of Experience – "How to Lead Change Without Losing Your Mind (or Team)"

Podcast Information:

• Title: Experts of Experience
• Host: Lacey Peace
• Producer: Rose Shocker
• Guest: Carly Bissler, VP of Product Management at McKesson Medical Surgical
• Presented by: Salesforce Customer Success
• Release Date: July 9, 2025

Introduction

In the episode titled "How to Lead Change Without Losing Your Mind (or Team)," hosted by Lacey Peace and produced by Rose Shocker, Carly Bissler from McKesson Medical Surgical joins the conversation to delve into the complexities of leading organizational change in the era of rapid technological advancements and artificial intelligence (AI). The discussion centers around navigating high expectations, fostering innovation within large organizations, and maintaining a seamless customer experience amidst transformation.

Guest Background

Carly Bissler is the Vice President of Product Management at McKesson Medical Surgical, a prominent healthcare services and product supplier. With a unique career trajectory from a psychology major to a technology leader, Carly brings a diverse perspective to product management and organizational leadership.

[06:05] Carly Bissler: “I was a psych major in college. It turns out it really is in everything—leadership, supporting each other, and especially in product management.”

Leading Change in Large Organizations

Carly emphasizes the inherent challenges large organizations face when attempting to pivot swiftly in response to technological changes. Comparing large companies to "huge ships," she highlights the sluggishness with which they can turn, especially in the fast-evolving landscape of AI.

[00:09] Carly Bissler: “Of those out there who also work for fairly large organizations, we're not the fastest to turn, right? You're a little like a huge ship. It takes some effort to turn the ship.”

Change Management vs. Change Leadership

A significant portion of the discussion distinguishes between change management and change leadership. While change management involves training and communication, change leadership requires leaders to embody and live the change, fostering trust and authenticity within their teams.

[17:32] Carly Bissler: “The leadership portion of change is not just telling your team what's coming, is not just asking them to attend a training, but it's truly living the change.”

Addressing Fear and Building Trust

Carly addresses the palpable fear among employees regarding AI potentially rendering their roles obsolete. She underscores the importance of leaders processing their own fears to authentically guide their teams through uncertainty.

[19:55] Carly Bissler: “The fear of losing your job due to AI is real. There's no way around it.”

Lacey Peace adds that trust is crucial for effective leadership, emphasizing that without it, even the best-laid plans for change may falter.

[18:52] Lacey Peace: “I can't just as a leader come to you and say, here's the game plan. And if that team doesn't respect you and have that trust for you out the gate, then it won't mean a lot.”

Practical Tips for Leaders

Carly offers actionable advice for leaders grappling with internal acceptance of change and leading their teams:

1. Work Through the Emotional and Knowledge Gaps:

   • Leaders must process their emotions and build knowledge about new technologies.
   • Engaging with tools like ChatGPT can facilitate both learning and practical experimentation.

   [20:07] Carly Bissler: “There's kind of two parts to it. One is the change, the emotional side, and then the other side is the knowledge side.”

2. Encourage Transparent Use of AI:

   • Sharing personal use cases of AI within the team can demystify its applications and reduce stigma.
   • Creating dedicated channels (e.g., Teams) for team members to share their AI experiences fosters a collaborative environment.

   [22:06] Carly Bissler: “Sharing the ways that I'm using it or asking other leaders to share... helps others to think about using it in a different way.”

3. Celebrate Innovation:

   • Recognizing and rewarding innovative approaches, even if they disrupt existing roles, can motivate teams to embrace change proactively.

   [32:08] Carly Bissler: “Letting people know that if they find those things, if they innovate... means good things for them versus that self-preservation.”

Real-Life Example: Accelerated Product Launch

Carly shares a compelling case where a product at McKesson was launched in four months, a significant reduction from the typical one-year timeline, leveraging emerging technologies. While the expedited launch was successful, it also exposed internal resistance fueled by fear and uncertainty.

[26:03] Carly Bissler: “The organization really struggled with the change. Some of that came from fear... a fear of unknown.”

This example illustrates the delicate balance between harnessing technology for rapid innovation and managing the human aspects of change within the organization.

Shifting AI Perception: From Cost to Asset

Carly advocates for reimagining AI not as a cost center but as a dynamic asset that grows and evolves, much like human talent. This paradigm shift encourages continuous investment and integration of AI into organizational processes.

[33:35] Lacey Peace: “AI as a cost center to an asset.”

[33:44] Carly Bissler: “Thinking about the AI that we are creating and putting into the organization... thinking about these the same way that we would think about a human asset.”

Customer Experience (CX) Impact

The integration of AI is transforming customer interactions, making them more efficient while retaining the essential human touch. Carly emphasizes that AI can handle routine inquiries, allowing human agents to focus on complex, empathetic interactions that require genuine human understanding.

[46:58] Carly Bissler: “Our customer service teams... are so valuable to your customer because they're human. Because I can get a hold of somebody who understands and has empathy.”

Lacey shares a personal experience with FedEx, highlighting how AI tools can enhance customer service without replacing the human element:

[47:01] Lacey Peace: “I called FedEx, and immediately I'm able to get a hold of someone... they were able to do it in, like, a two-minute phone call.”

Lightning Round

In a rapid-fire segment, Carly answers quick questions, providing additional insights into her leadership philosophy and experiences.

1. Soft Skill for CX Superpower in the AI Era:

   • Adaptability: The ability to swiftly adjust to changing roles, technologies, and organizational dynamics.

   [50:21] Carly Bissler: “Honestly, I would say adaptability. Right. Things are changing... being able to adapt quickly.”

2. Buzzword to Retire:

   • Roadmaps: Carly prefers focusing on end goals and outcomes rather than rigid, long-term planning.

   [50:56] Carly Bissler: “Roadmaps. I'm over it. We focused on replacing roadmaps with end goals and outcomes.”

3. Biggest Red Flag in AI Preparation:

   • Boiling the Ocean: Attempting to tackle too much at once without incremental progress.

   [51:41] Carly Bissler: “Trying to figure everything out before moving forward. Start small, start somewhere.”

4. Impressive Customer Experience:

   • Concierge Medicine: Personalized healthcare where AI aids in managing patient information, enhancing doctor-patient interactions.

   [52:20] Carly Bissler: “Concierge medicine is so personalized... AI has read every single piece of your medical history and summarized it for them.”

Conclusion

The episode provides a comprehensive exploration of leading organizational change amidst technological advancements, particularly AI. Carly Bissler’s insights underscore the importance of authentic leadership, adaptability, and the strategic integration of AI to enhance both internal processes and customer experiences. By fostering an environment of trust and continuous learning, leaders can navigate the complexities of change without losing their teams or compromising on mission-driven goals.

Notable Quotes:

• Carly Bissler (00:09): “We’re not the fastest to turn… How do we get our teams to feel calm, comfortable making that turn?”
• Carly Bissler (17:32): “It’s truly living the change.”
• Carly Bissler (19:55): “The fear of losing your job due to AI is real.”
• Carly Bissler (22:06): “Sharing the ways that I’m using it… helps others to think about using it in a different way.”
• Carly Bissler (33:44): “Thinking about these the same way that we would think about a human asset.”

Further Listening: For more insights on customer experience and organizational leadership, tune into upcoming episodes of Experts of Experience.