Podcast Summary: Think Fast Talk Smart – Episode 205: "Say What Sucks: Catalyzing Organizational Change with AI"

Introduction

In Episode 205 of Think Fast Talk Smart: Communication Techniques, host Matt Abrahams delves into the transformative impact of Artificial Intelligence (AI) within organizational structures. Recorded live at South by Southwest, this episode features insightful discussions with Jeremy Utley, David (VP of Digital Innovation at the Portland Trail Blazers), and Krista Stout (Head of Strategy and Innovation for the Trailblazers). Together, they explore how AI has been strategically implemented to enhance business operations, foster innovation, and drive organizational change.

Background on AI in Organizations

Matt Abrahams sets the stage by highlighting the ubiquity and potential of AI in modern businesses. He emphasizes the importance of integrating AI not just as a technological tool but as a catalyst for positive and productive change within organizations. This perspective is rooted in his long-standing curiosity about AI's role in strategic communication and organizational improvement.

Formulating the AI Strategy

Krista Stout provides an overview of the Portland Trail Blazers' business operations, which are segmented into three primary areas: basketball operations, venue operations, and business operations encompassing HR, finance, sales, and marketing. In August 2023, recognizing the imperative of AI, their president of business operations spearheaded an initiative to embed AI across the organization.

Krista Stout [04:32]: "My boss... decided we have to figure out how to implement AI across our organization. So we pivoted and asked Jeremy to help us create an AI strategy."

Implementation Process: "Lunch and Launch" Sessions

David introduces the innovative "Lunch and Launch" strategy, designed to engage various departments in identifying their pain points and collaboratively brainstorming AI-driven solutions. These sessions serve as forums where employees can candidly discuss challenges and envision how AI can alleviate them.

David [09:05]: "We coined these types of practices as 'Lunch and Launch'... people could share what sucks about their jobs and we could start building solutions together."

The approach emphasizes active participation and ownership, ensuring that solutions are user-centric and directly address the identified issues.

Success Stories: AI Tools in Action

The panel discusses specific AI tools developed and deployed within the Trailblazers' organization, showcasing tangible benefits:

1. David Detractor & Kelly Kindness ([12:52] Krista Stout): These tools streamline the processing of qualitative feedback from post-event surveys. Previously consuming 40 hours weekly, the automated system now reduces this to mere seconds, enhancing efficiency and responsiveness.

   Krista Stout [13:56]: "David built an alliterative tool, David Detractor, that filters out irrelevant feedback and surfaces actionable items to the appropriate teams."

   An example highlighted involves a fan's request for vegan hot dogs, promptly addressed by the F&B team, resulting in improved customer satisfaction and increased revenue through targeted lead generation.

2. Billy Brand ([17:11] David): A tool trained on the company's brand guidelines to audit and enhance public-facing content, significantly reducing revision cycles from six or seven to two or three iterations.

   David [17:57]: "Billy Brand has been really... cutting down the number of revisions we need, moving campaigns forward more efficiently."

3. National Park Service Example ([18:58] Jeremy Utley): Jeremy shares an external example where park rangers developed an AI tool to expedite paperwork for replacing carpet tiles, saving an estimated 7,000 days of labor annually.

   Jeremy Utley [21:21]: "This tool is going to save the National Park Service 7,000 days of human labor this year."

Change Management and Adoption Strategies

A significant portion of the discussion focuses on overcoming resistance to AI adoption. The panel emphasizes the importance of:

• Empowerment over Replacement ([12:52] David): Positioning AI as a tool that empowers employees rather than replacing them helps mitigate fears and fosters acceptance.

  David [28:15]: "Empowerment... allows you to stop thinking about replacement and focus on leveraging AI to enhance your work."

• Branding AI Initiatives ([10:24] Jeremy Utley): Branding efforts, such as naming AI tools, lend credibility and foster a sense of community around AI projects.

  Jeremy Utley [10:24]: "There's a role of branding... it gives a sense of credibility."

• Leadership Buy-In ([36:20] Matt Abrahams): Active participation and demonstration of AI tools by leadership inspire confidence and encourage widespread adoption.

  Jeremy Utley [36:38]: "Leaders should actively showcase what they're doing with AI... It’s not enough to passively grant permission."

• Iterative Development and Feedback ([31:56] Krista Stout): Continuous iteration based on user feedback ensures that AI tools remain relevant and user-friendly.

  Krista Stout [31:56]: "We iterated the product for a couple of months, incorporating feedback to enhance usability and adoption."

Lessons Learned and Recommendations

The panel distills several key takeaways for organizations seeking to integrate AI:

1. Start with Pain Points ([34:33] Krista Stout): Identifying and addressing specific challenges ensures that AI solutions are relevant and impactful.

2. Facilitate Knowledge Sharing ([22:10] Krista Stout): Encouraging the sharing of AI usage through channels like Slack demystifies the technology and promotes collective learning.

3. Create Shareable Tools ([21:22] Jeremy Utley): Developing tools that can be easily replicated across different departments or even organizations amplifies the benefits of AI.

4. Personalize AI Engagement ([25:42] Jeremy Utley): Beginning with personal use cases can spark broader interest and demonstrate AI's versatility.

5. Empower Through Education ([07:32] Jeremy Utley): Providing foundational training and resources helps build internal expertise and confidence in using AI.

Concrete Actions for Organizations

In the closing segments, the panel offers actionable steps for organizations looking to embark on their AI journey:

• Krista Stout [34:33]: "Recognize that you don't have all the answers and start with curiosity. Tap into what's already happening in your organization to create momentum."

• David [35:15]: "Conduct a complete audit of your systems to identify areas where AI can streamline processes and enhance efficiency."

• Jeremy Utley [36:38]: "Have AI interview you about your life or work to uncover opportunities. Encourage leaders to actively showcase their use of AI to inspire others."

Conclusion

Episode 205 of Think Fast Talk Smart offers a comprehensive exploration of how AI can be strategically implemented to drive organizational change. Through real-world examples and actionable insights from the Portland Trail Blazers' experience, listeners gain a nuanced understanding of the benefits, challenges, and best practices associated with AI adoption. The emphasis on empowerment, iterative development, and proactive leadership underscores the critical elements necessary for successful AI integration in any organization.

Notable Quotes:

• Krista Stout [04:32]: "We have to figure out how to implement AI across our organization. Like it's the future, we have to figure it out."

• David [09:05]: "Lunch and Launches have been super powerful. We plan to do two builds per department for every department."

• Jeremy Utley [18:58]: "The National Park Service is estimating that tool is going to save the National Park Service 7,000 days of human labor this year."

• Krista Stout [25:42]: "Personally relevant AI examples... made me realize a million more ideas around how it could benefit me at work."

• Jeremy Utley [36:38]: "Leaders should actively showcase what they're doing with AI. Don’t just passively grant permission."

Recommendations:

For organizations aiming to leverage AI effectively:

1. Identify and Address Pain Points: Engage employees in identifying challenges and collaboratively develop AI solutions.

2. Promote Knowledge Sharing: Create platforms for employees to share their AI experiences and successes.

3. Ensure Leadership Involvement: Leaders should actively use and demonstrate AI tools to inspire adoption.

4. Iterate Based on Feedback: Continuously refine AI tools based on user input to enhance usability and relevance.

5. Empower Employees: Position AI as a tool for empowerment, enabling employees to focus on more strategic and creative tasks.

By following these guidelines, organizations can harness the full potential of AI to drive innovation, improve efficiency, and foster a culture of continuous improvement.