The 6 stages of mind shifting. 1. Receive 2. Perceive 3. Weave 4. Conceive 5. Believe 6. Achieve It's a journey, not a switch. Lead the way... 💫 a.co/d/buh25xB

CEOs should absolutely use AI to help them make better decisions. But there’s a line we need to talk about. Ask, is AI thinking with you…or is it starting to think for you? 🤔 IBM recently found that 64% of CEOs are comfortable making major strategic decisions based on AI-generated input. Another study found that 62% of CEOs are using AI to make “most decisions.” And 46% of CEOs said they now rely on advice from AI more than that of their own leadership teams. Beware of cognitive offloading, which can lead to a decline in critical thinking, judgement, and creativity, reinforce cognitive biases, and accelerate cognitive Darwinism. Pfizer CEO Albert Bourla has talked about using AI when he’s wrestling with an important decision. He already has trusted people whose judgment he seeks out. Now, AI has become another perspective at the table…something that can challenge his assumptions, surface what he might have missed, and help him see a decision differently. That’s augmentation, which helps lead to exponential capability. Without intent and leadership, AI stops challenging our thinking and starts replacing it. When we ask it what to believe instead of what we might be missing… When polished answers become substitutes for curiosity, debate, reflection, experience, intuition, and judgment…. Honestly, that’s cognitive offloading. And for leaders, the stakes are enormous. The higher you rise in an organization, the more consequential your judgment becomes. So perhaps the goal shouldn’t be to outsource more thinking to AI. It should be to use AI to become a better thinker. Use it to challenge your assumptions. Ask it to argue the other side. Surface blind spots. Model scenarios. Find signals you missed. Pressure-test the strategy. But whatever you do, don’t surrender the responsibility, the gift, to think. AI should increase your intelligence, not replace your intellectual agency. The most important skill for an AI-era CEO may not be knowing how to get answers from AI. It may be knowing when not to accept them or when not to use AI at all. I unpack this in less than three minutes. 👇

AI, explored "Infinite: How Visionary Leaders Transform Today's Businesses into AI-Forward Companies" by @BrianSolis and Dave Wright assess AI integration’s impact on the core of business. I've listed the book is the research and references sections of scottgraffius.com/exotic-tea…

Like the good old days of Twitter, SFO is a hub for serendipity. Today, I got to spend time with @tcrawford who was arriving as I was departing. Perfect timing 💫

I’ve been thinking, if AI is changing everyone’s job, why aren’t we talking more about how the role of CEOs needs to change too? 🤔 Two of the world’s most recognizable CEOs recently made extraordinary admissions about AI. Former Walmart CEO Doug McMillon said he could start the company’s next major AI transformation, but he couldn’t finish it. Coca-Cola’s James Quincey described an entirely new wave of transformation and concluded that someone else should lead the company into its next era. I’ve been thinking about these announcements and wondering why this conversation isn’t louder. These weren’t CEOs being replaced by AI. AI didn’t take their jobs. These ARE leaders who recognize that AI is changing what leadership itself now requires. That may be one of the most important AI stories executives aren’t talking about enough. AI is different because it changes how companies operate (at least it should). AI changes how decisions get made, how work flows, how customers are served, and how value is created. And increasingly, AI changes how leaders have to lead. Every CEO (and the boards who advise them) should be asking… If AI is transforming everyone else’s job in my organization, how is it transforming mine? And, can “I” change faster than AI evolves? I unpack this in about two minutes. 👇 Also, please read Infinite ∞, it’s a blueprint for what AI Business Transformation looks like, step by step. 🙏 infinitecompany.ai

The real role of leadership is climate control: Creating a climate of possibility... piped.video/shorts/1gcwspUqZ… 🙏 @SirKenRobinson

This aged well. Sharing a statement of art @Gapingvoid Culture Design Group and I created in 2014 in an ebook that explored, in a creative, fun, (and witty) way, the importance of "people" and "relationships" in the digital era. The same is true, more so, in an era of AI. "In a world of machines, humanity is the killer app."

I’m honored to be included in The @Wharton Blueprint for AI Agent Adoption. The report frames AI agent adoption around three questions every employee, manager, and executive is already asking, whether out loud or quietly to themselves: Can it do the job? Can I trust it? Am I still in control? My take plus a link to the report 👉 briansolis.substack.com/p/ai… Please subscribe and comment!

A nice article about the shift from CRM to an orchestration engine...from a system of record to an orchestrated system of action. 🙏 @ServiceNow’s Brian Solis argues CRM must orchestrate, not just automate Automation-for-cost strategies hit a competitive floor, Solis writes IKEA reskilled call center staff into interior design advisers IKEA’s reskilled workforce generated €1.3 billion (approximately $1.43 billion) in year one news.outsourceaccelerator.co…

Before you replace people with AI, learn about what happened at Ford and Klarna. 👀 piped.video/shorts/c7MIFAohv…

Before you replace people with AI, please watch this. @Ford automated jobs with AI, let people go, and surprise, quality went down. @Klarna automated customer service at massive scale with AI, and then customers didn't feel served. We need to talk more about what they learned. Yes, AI can perform tasks. But AI can't perform jobs. Tasks are not human judgment, experience, context, empathy, intuition, or knowing what to do when something unexpected happens. That’s the mistake too many leaders are making right now. The future of work isn’t about putting AI in place of people. It’s about putting AI to work for people. Redesign the work. Elevate human capability. Let machines do what machines do best, and give people the ability to do what they do best, better and augmented with AI. Please watch the 2-minute video. 👇

Excited to announce that I will serve as a keynote speaker at @worldsummitai in Amsterdam on behalf of @ServiceNow where I’ll share the concept of becoming and Infinite Company ∞, the book recently released by Dave Wright and me about transforming “finite” incumbent organizations in AI-Forward companies. infinitecompany.ai worldsummit.ai/

Amy and I cover a lot of similar ground with another layer on how to think about incentives/bias in the entire conversation themegandamyshow.com/p/the-b…

"Jensen, one word...capitalism!" #AIEconomy

Some thoughts on AI killing us in 10 years... linkedin.com/pulse/people-bu…

This is fine. 🔥 *Created with AI 😅

Finite leaders see CRM as a tool to optimize. They ask, “Where can we bolt AI into service to do more with fewer people, to save money through automation? Infinite leaders see it as a redesign opportunity. Instead, they ask, “If AI orchestrates work end to end, what can we do with the freed capacity? What outcomes can we unlock?” Companies treating CRM as a customer service optimization tool get incremental gains. Companies treating CX as the execution layer of their operating model connected to a unified, governed platform unlock exponential returns. forbes.com/sites/briansolis/…

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AI in customer service must evolve beyond mere cost-cutting to deliver intelligent, personal, and experiential journeys. The traditional CRM, once a siloed record system, is transforming into an orchestrated action hub, leveraging AI agents. However, a critical "platform problem" arises from disparate vendor agents, causing sprawl and inconsistent controls. Here's what it means and what to do about it 👉 forbes.com/sites/briansolis/…

Most organizations approach AI as a new efficiency tool...they automate what's repetitive, cut costs, and scale. It works…for a while. Organizations that use AI only to scale yesterday's work at a lower price point aren't future-proofing anything, they're merely optimizing a model that innovative competitors are already leaving behind. The real opportunity is bigger. The businesses pulling ahead are asking a different question, "What can we do now that we never had the bandwidth, budget, or imagination for before?" 💡 servicenow.com/workflow/inno…