Nufar Gaspar

the way we measure and in my opinion and so does the data show that the biggest reason why it's not a technology and it's not the the models they will and continuously get better the tools will also improve the single biggest reason is the culture

And that's often a blind spot for leaders.

Not that they're not investing, but they're not investing enough.

And we believe that getting agent ready requires a fundamental shift in how the organization communicates and collaborates and creates value.

And it's a cultural problem first and a technology problem second.

And I'm a strong believer in that.

So to offer you a means to get it right, you don't need to kind of hope for the best.

You have to have a framework.

And I wanted to create something fun for us and make it a deliberate change.

So that's the framework that I want to offer you today.

It starts with communication, human oversight, attitude, network, governance, and enablement.

And I want to break them down for you and bring an actionable set of insights.

So let's go.

So it all starts with the C, the clear communication.

In the absence of clarity from leadership, employees typically fill the void with fear and anxiety about their jobs, whether agents are going to replace them in a minute.

And over this last year, there were several very memorable, at least in my opinion, memos coming from the CEOs that shared publicly.

So one example was the

Shopify CEO, he was very explicit.

He was saying to his employees, AI is no longer an option and he expects employees to be proficient.

And that was a very clear message about upskilling and that AI is now a mandate in the company.