But here’s the hard truth: AI doesn’t fail because of bad technology—it fails because people don’t change.
In this episode of Breaking Through the Bullsh*t, we cut past the hype and tackle the real barrier standing between AI strategy and AI success: adoption. You can buy the best tools on the market, but if your teams aren’t aligned, enabled, and ready to work differently, your AI investment becomes… shelfware.
Kristi brings a blunt, real-world perspective on what leaders consistently miss when rolling out AI across customer-facing teams. Spoiler: the technology isn’t the problem. The humans are—and the organizations that get AI right are the ones that build change management into the foundation, not as an afterthought.
✔ The biggest myths about AI in CX
Why most teams assume AI will “just work”—and how that mindset derails adoption before it even starts.
✔ Why change management—not tech—is the true failure point
The uncomfortable truth every leader must face before implementing AI.
✔ How to prepare teams for AI-driven workflows
What “readiness” actually looks like, from skills to communication to process redesign.
✔ What customer marketing and CX leaders must do to drive adoption
Your role in removing friction, building alignment, and enabling confident day-to-day use.
✔ Practical steps to turn AI strategy into measurable impact
Actionable steps you can take this quarter to ensure your AI roadmap delivers more than a press release.
Just a candid, inside look at what it really takes to make AI stick inside your organization—and how you can turn your investment into real, sustained impact.
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