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Processes often look inefficient until you understand the experience behind them. Drawing on an early career lesson, this article explores why lasting transformation begins by understanding the knowledge, judgment, and relationships embedded in the work before deciding what should change.

Every wave of technology promises transformation, but lasting change depends on more than implementation. Drawing on decades of experience leading enterprise transformation, this article explores why AI adoption is ultimately a leadership challenge—one that requires organizations to redesign not only processes and technology, but also the human experience surrounding them.