Virtual Community: Building the Plane While Flying It: How Leaders Turn AI Readiness into Real Results

AI is creating real opportunities for service and support organizations. At the same time, many leaders feel like they're building the plane while flying it—navigating AI adoption amid uncertainty, evolving governance, unclear ownership, conflicting priorities, and growing pressure to show results.

Based on applied research with 25 senior executives across the enterprise and RLD Group's experience supporting leaders navigating AI-driven change, this session explores a practical reality: AI often amplifies what is already true in an organization.

When leaders create the conditions for successful AI adoption, AI can accelerate service innovation, value creation, and business results. When ownership, decision-making, and collaboration are not aligned, AI can amplify rework, risk, and coordination costs.

Participants will explore how AI Leadership Alignment helps leaders create the conditions for successful AI adoption and how alignment across the individual, team, and organizational levels (I-WE-US) influences outcomes. We'll examine common barriers to progress, including silos, reduced curiosity, and under-designed conversations and collaboration.

Attendees will leave with practical insights, access to the AI Leadership Alignment Jumpstart Diagnostic, and a clear next step they can take in the next 30 days to accelerate progress.

Participants will:

• Recognize hidden factors slowing AI adoption and value creation.
• Improve alignment across teams involved in AI initiatives.
• Identify one action they can take in the next 30 days to accelerate progress.