Episode Summary

Podcast: Using AI at Work: AI in the Workplace & Generative AI for Business Leaders

Episode 60: Using AI to Drive Organizational Change with Sara Flowers
Host: Chris Daigle
Guest: Sara Flowers, Workplace Optimization Strategist & Chief AI Officer
Date: July 7, 2025

Main Theme & Purpose

This episode dives deep into how generative AI is being used to drive real organizational change, focusing on tangible applications, overcoming resistance, and what effective AI adoption looks like inside large organizations. Host Chris Daigle interviews Sara Flowers—a workplace optimization strategist, AI consultant, and one of his fastest Chief AI Officer certification graduates—about the transformation she’s led with clients at the intersection of people, process, and AI.

Key Discussion Points & Insights

1. Sara’s Professional Background & Journey into AI

• Long-standing experience:
  • Taught “Introduction to the Internet” courses in the early days ([02:06]).
  • Former lead trainer at Dell; pivoted toward AI with a people-first mindset.
  • Specialized in “workplace optimization strategies” with a strong emphasis on human well-being.
• Formal AI expertise:
  • Completed the Chief AI Officer certification to gain credibility and confidence with AI ([02:06]).
  • Fastest graduate (second fastest to date) of the program ([00:59]).

Notable Quote:

“It made it clear that this is a new era and that we’re not just catching up, we’re leading it.”
—Sara ([02:25])

2. Real-World Use Cases: Bringing AI Into Client Organizations

A. From ChatGPT Enthusiast to Complex AI Workflows

• Personal use:
  • Started with ChatGPT for personal efficiency (health, pet care, daily planning).
  • Loaded ChatGPT with her books, articles, and company/team dynamics to create an “AI assistant” that knows her voice and context ([06:04]).

Notable Quote:

“Start talking to it every single day. So you’ve built this relationship just like that assistant that’s worked with you four years instead of four months.”
—Sara ([06:54])

B. Custom Bots & Departmental AI Assistants

• Bot development:
  • Built department-specific custom GPTs: marketing operations, customer service, project management—all with ongoing, context-rich threads ([07:06]).
  • Used bots for SOP management, project tracking, and problem analysis.
• Case study:
  • Example: Exported Trello boards of inventory management to ChatGPT, which generated a 34-page report on vendor issues, leading to a concrete action plan ([08:50]).

3. AI Implementation: Change Management and Results

A. Key AI Tools Deployed

• ChatGPT for Teams: Streamlined organization-wide communication and documentation.
• Timely: AI-enabled time tracking to optimize human resource allocation ([10:05]).
• Ada: Advanced AI-powered customer service automation (six-figure investment, multi-month rollout).

B. Customer Service Overhaul with AI

• Problem: 6,500 Zendesk tickets in arrears, high call volume, and aging knowledge base ([11:18]).
• Solution:
  • Went live with Ada first for email, then planned for voice.
  • Cleared the entire ticket backlog within a week ([11:58]).
  • Zero chargebacks and no negative BBB reviews since launch.
  • Metrics: 43% AR (vs. 30% target), 63% contained rate (vs. 34% industry median)—just on email, with voice yet to be deployed ([14:44]).

Notable Quote:

“Those tickets were down to zero before the end of business day on Friday of that same week.”
—Sara ([12:00])

Change Management Strategy

• Employee resistance: Anticipated, especially among older staff ([15:08]).
• Approach:
  • Created a change management plan using AI (slide decks, voiceovers).
  • Emphasized “what’s in it for you” for team members ([18:25]).
  • High transparency about phases, hurdles, and department-specific impacts.

Notable Quotes:

“I treat AI as a partner, not a product.”
—Sara ([17:29])
“I positioned the whole change management plan like, what’s in it for them?”
—Sara ([18:25])

C. Impact on Culture and Team

• Morale: Improved as initial skepticism gave way to enthusiasm ([17:05]).
• Leadership: AI implementation revealed human performance issues but ultimately led to leadership changes and culture shift.
• Rollout: No department adopted AI with zero pushback; “AI champions” emerged after initial skepticism ([19:43]).

4. AI in Content Creation & Copywriting

• Multi-bot strategy:
  • One bot writes, another fact-checks, a third creates image prompts for print newsletter metaphors ([20:29]).
• Copywriter attitudes:
  • Some are bullish (John Benson, Stefan Georgi); some use AI covertly.
  • Output and metrics still drive satisfaction—AI use is an evolving norm in agencies ([21:16], [22:18]).

5. Pricing, Productivity, and the Value Paradigm

Discussion:

• Rise in output and speed doesn’t decrease value—clients care about results, not billable hours ([24:31]).
• AI allows more jobs with less manpower and greater efficiency ([25:09]).
• Some clients who were initially AI-resistant have become advocates within a year ([25:54]).

Notable Quote:

“You don’t have a choice. If you start today, you gain the advantage […] It becomes this exponential optimization of your operation.”
—Chris ([26:37])

6. Continuous Learning & AI Stack Management

• Challenge: AI tools are advancing rapidly, requiring dedicated roles for ongoing management ([29:22]).
• Solution: Establish “AI project management” as a unique role within departments:
  • Continuous tool and workflow optimization ([30:50]–[32:00]).
  • Each department needs a human “AI owner” to monitor and update bots, maintain knowledge bases, and support innovation ([34:43]).
• Dual modality bots: Balance factual accuracy with ideation capability; teach staff to use both sides effectively ([32:00]).

7. Organizational Structure: New Roles Emerging

• Org chart evolution: Chief AI Officer leads; each key department gets an AI manager/owner ([34:43]).
  • Example: Customer service now has a dedicated Ada manager.
• Hiring: Modern project managers expected to have AI skills; compensation may reflect expanded duties ([35:45]).
• AI champions: Enthusiastic advocates on the team accelerate learning and adoption ([36:46]).

Notable Quote:

“If you don’t have somebody almost solely dedicated to [AI] every day, you are falling behind.”
—Sara ([28:16])

8. AI Talent: Sourcing and Vetting True Experts

• Advice:
  • Screen for real problem-solving ability, not just surface-level skills (e.g., “writing emails in ChatGPT” is entry-level) ([43:20]).
  • Identify business pain points and ask candidates to propose AI-based solutions ([44:45]).
  • Beware of “AI experts” who only generate content for social media ([47:47]).
• Market outlook: Demand is high, true talent scarce; act quickly to secure talent ([48:55], [50:14]).

9. Where AI Transformation Stands Today

• Normalization:
  • AI now seen as a baseline tool across industries and roles ([38:33]).
  • Rapid mainstreaming, but still a gap in depth of usage versus true expertise ([41:12]).

Notable Quote:

“You’re just barely scratching the surface. And there’s so much more we are excited for you to take advantage of.”
—Sara ([42:44])

Actionable Advice for Listeners

1. Start now. Early adopters gain an exponential advantage ([28:16], [38:33]).
2. Don’t get overwhelmed by tools. Pick a stack, focus on problems, iterate ([44:45]).
3. Build internal champions. Identify and empower staff excited about AI ([36:46]).
4. Continually upskill. Dedicate roles to keep up with AI advancements ([30:50], [32:00]).
5. Screen talent for problem-solving, not just tool familiarity ([43:20]).

Notable Quotes & Memorable Moments

• “[ChatGPT] knows the team dynamics and the challenges and the people that have come and gone… Start talking to it every single day.” —Sara ([06:54])
• “I treat AI as a partner, not a product.” —Sara ([17:29])
• “You don’t have a choice. If you start today, you gain the advantage… it becomes this exponential optimization of your operation.” —Chris ([26:37])
• “If you don’t have somebody almost solely dedicated to [AI] every day, you are falling behind.” —Sara ([28:16])
• “What is the problem, what’s the best AI solution, and how do we get the humans on board?” —Sara ([17:47])
• “Don’t chase the latest tool. Figure out the business problem and solve it with what you have.” —Sara ([44:45])

Timestamps for Key Segments

• Sara’s background & shift to AI: [02:06]–[05:02]
• AI tools and custom bots: [06:04]–[09:12]
• Case study—customer service transformation: [11:18]–[14:44]
• Change management overview: [15:08]–[19:33]
• AI in copywriting/content workflows: [20:29]–[23:12]
• Pricing and productivity paradigms: [24:31]–[26:37]
• Continual AI learning & AI project management: [29:22]–[32:00], [34:43]
• Building an AI-powered org chart: [33:39]–[36:46]
• Talent strategy and market realities: [43:20]–[50:14]
• Future opportunities, sharing insights, and closing advice: [45:42]–[53:40]

Connect with Sara Flowers

• Website & Boutique Consultancy: growwithflowers.com
• Email: sara@growwithflowers.com
• LinkedIn: Sara Flowers

For more podcast episodes and resources:
Using AI at Work podcast