Podcast Summary: Frank Palermo on Making AI Invisible and Essential, in the Modern Enterprise | Ep 1166

Podcast: The Digital Executive by Coruzant Technologies
Guest: Frank Palermo (COO, New Rocket)
Host: Brian
Date: December 7, 2025
Duration: ~10 minutes

Episode Overview

In this concise and insightful episode, Brian speaks with Frank Palermo, Chief Operating Officer at New Rocket, about the practical integration of AI and digital workflows within modern enterprises. The conversation focuses on grounding AI in real business value, the gap between perceived and actual modernization needs, and how invisible, orchestrated AI will define high-performing organizations.

Key Discussion Points & Insights

Frank’s Technical Background and Its Influence ([01:33])

• Dual Fluency in Tech and Business:
  • Frank highlights the importance of being "bilingual" in both technology and business strategy.
  • His approach as COO leverages hands-on tech experience to pressure test ideas and ensure business value.
  • Quote:

    “The advantage of this experience is you can really pressure test ideas, pressure test strategy against what's actually buildable, what you can get in production… It's grounding these tech ideas in business value.” — Frank Palermo [01:36]

• Beyond Demos:
  • He pushes teams to look past flashy AI demos and focus on data quality, integration, and operational support.
  • Quote:

    “It’s not just about the demo, it's really about how does this now integrate into existing businesses.” — Frank Palermo [02:00]

Bridging the Translation Gap Between Tech and Business ([02:55])

• Executives Don't Buy AI — They Buy Outcomes:
  • Frank notes that leadership is motivated by metrics like revenue, cost, and risk—not AI for AI’s sake.
  • Quote:

    “I have a running joke that executives don't really buy AI. They buy faster revenue, lower cost, better expenses, experience, reduced risk.” — Frank Palermo [03:15]

• Reframing AI Initiatives:
  • His methodology centers on translating requests for AI into business outcomes—e.g., not just implementing AI in customer service, but specifying whether the aim is to reduce resolution time, boost CSAT, or cut costs.
  • AI is most impactful when “invisible”—integrated seamlessly to deliver outcomes without becoming the focal point.
  • Quote:

    “The best AI solutions are when AI is invisible. Right. So if AI is invisible and it's focusing more on the delivery of these business outcomes, I think that's much more valuable for organizations.” — Frank Palermo [04:16]

The Real Gaps in Enterprise Modernization ([05:00])

• Tool-Centric vs. Workflow-Centric Thinking:
  • Many companies default to purchasing tools or platforms without addressing foundational issues like process fragmentation, poor data quality, or unclear product ownership.
  • Frank advocates mapping employee journeys and workflows first to uncover genuine value opportunities.
  • Quote:

    “They've bought all, they're involved in all the AI platforms... but they haven't really thought through their basic foundational issues like fragmented processes or inconsistent data.” — Frank Palermo [05:07]

• Persona and Journey Mapping:
  • He stresses understanding the “day in the life” context before deploying technology.
  • Example: In HR, standardizing requests and layering AI (for routing and knowledge management) often yields better results than a platform overhaul.
  • Quote:

    “Modernization is less about buying the tools and more about aligning workflows, the data, and the people around these journeys.” — Frank Palermo [06:31]

The Future: AI and Digital Workflows in the Modern Enterprise ([07:35])

• Orchestrated, Assisted Work:
  • Frank envisions workflows where tasks automatically flow to the right person—or AI—supported by AI throughout every step (“invisible AI”).
  • Example: Employee onboarding becomes seamless, with AI managing approvals, access, and training.
• Core Capabilities for High-Performance:
  • 1. Deep understanding and embedding of AI within native workflows.
  • 2. Real-time operational insights via data.
  • 3. Culturally, fostering human-AI collaboration for amplified productivity.
• AI as Amplifier, Not Replacement:
  • Frank dispels the myth that AI replaces humans, emphasizing co-creation and augmentation.
  • Quote:

    “There's a lot of misinformation around AI as the replacement for the human worker. And really in my mind it's all about amplification and this kind of co working model.” — Frank Palermo [08:33]

  • The new competitive edge comes from organizations that move fast, invest in skills, govern data and AI use, and continuously learn and adapt.

Notable Quotes & Memorable Moments

• “I still view technology as an enabler of the business functions.” — Frank Palermo [01:50]
• “Executives don't really buy AI… they buy faster revenue, lower cost, better experience, reduced risk.” — Frank Palermo [03:15]
• “The best AI solutions are when AI is invisible.” — Frank Palermo [04:16]
• “It's really hard for AI to be successful if it's amplifying a broken or inefficient process or it's amplifying poor data quality.” — Frank Palermo [06:07]
• “This is a new ongoing way of working.” — Frank Palermo [09:01]

Timestamps for Key Segments

• 01:33-02:37 — Frank’s blended tech and business approach as COO
• 03:12-04:27 — Translating AI into business outcomes (the “invisible AI” principle)
• 05:00-06:53 — Addressing real modernization gaps, the importance of workflows over tools
• 07:35-09:06 — The future of orchestrated, AI-assisted enterprise workflows and the human-AI co-working model

Conclusion

This episode serves as a practical guide for leaders navigating the intersection of AI, digital workflows, and enterprise value. Frank Palermo delivers actionable advice on reframing AI discussions, mapping workflows before buying tech tools, and fostering a future in which humans and AI co-create value—ultimately making AI “invisible and essential” in the modern enterprise.