AI adoption isn’t just a technology initiative — it’s an operational leadership challenge.
While many executive conversations around AI still focus on productivity, the real question for operations leaders is: Is AI making work better for the people who keep the business running every day? When that’s the focus, you don’t just get adoption — you get transformation.
Cisco’s Chief People Officer, Kelly Jones, recently shared internal research that highlights what truly drives AI adoption. These insights are especially relevant for COOs and operations teams:
1. Leaders Drive Adoption
Employees are 2x more likely to use AI if their leader uses it. For operations teams, this means frontline managers and team leads must model AI usage in daily workflows — not just talk about it.
2. Training Needs Breadth and Depth
AI training can’t stop at email assistants or search tools. Operations teams need a foundation of general AI literacy, followed by role-specific applications — from scheduling and logistics to compliance and customer service.
3. Confidence Gaps Exist at the Top
Surprisingly, directors and senior leaders often feel less confident with AI than their mid-level teams. This can stall momentum. Tailored support and peer learning for operations leaders is essential.
4. Return-to-Office Mandates Impact Adoption
Employees required to be on-site are less likely to use AI, while those who choose to come in are more likely to adopt it. This has implications for how operations leaders structure hybrid work and digital tool access.
5. AI’s Impact on Well-Being Is Complex
Early data shows both positive and negative effects on employee well-being. Operations leaders must monitor this closely — especially in high-pressure, high-volume environments — and adjust workflows accordingly.
I had the privilege of joining Kelly and her leadership team 2.5 years ago to bring an external perspective on trends like AI and how the redesign of work and jobs affects the people side of business. Kelly and Cisco are truly great leaders, and it’s inspiring to see how far they’ve progressed here — putting leadership at the center of AI adoption.
We’ve seen this in action at companies like Moderna, where IT and HR were combined under a Chief People and Digital Transformation Officer. They’ve built over 3,000 custom GPTs and reimagined their workforce from the ground up. That’s not just AI adoption — that’s operational reinvention.
What This Means for COOs and Operations Leaders
AI transformation starts with leadership — and for operations leaders, that means stepping beyond email helpers and pilot projects to drive real change.
Here’s how to get started:
- Sharpen the Saw — Don’t Just Keep Sawing
If your organization isn’t using AI yet — or only for basic tasks like email — now is the time to pause, reassess, and sharpen your tools. Like the lumberjack who won’t stop to sharpen his saw, operational leaders who ignore AI risk falling behind. Start small, but start intentionally. - Fall in Love with the Problems, Not the Strategy
Flashy AI strategies and experiments are everywhere. But success comes from falling in love with the problems — the bottlenecks, inefficiencies, and pain points — where AI can actually help. Identify the real operational challenges, then explore how AI can solve them. - Build the Right Mix of Talent
Organizations that thrive with AI have a blend of:- Deep Business Knowledge
- Growth Mindset
- AI Expertise
Take stock of what your team already has — and what you need to hire, train, or partner for to evolve your operations.
- Lead by Example
Use AI tools in your own workflow and share those experiences. When leaders model the behavior, adoption follows. Identify champions in your organization to do the same. - Measure What Matters
Track adoption, productivity, and employee experience. Don’t just count usage — look for signs of transformation.
At Workfast Consulting, we see this every day. AI may be the spark, but the real transformation comes from rethinking how work gets done, how teams are equipped, and how leaders model the change they want to see.
Final Thought
Imagine a COO in the late 1990s focused solely on optimizing logistics — without considering how the internet was reshaping commerce, communication, and customer expectations. What advice would you give them?
That same advice applies today towards leaders ignoring AI: “This technology is changing the world and how business will be done. What can I do to start moving my organization up the curve of literacy and adopting this new tech?”
AI isn’t just another tool — it’s a shift in how work gets done. The COOs who embrace it now will be the ones who shape the future of operational excellence.
James Stovall is a Partner at Workfast Consulting based in Atlanta, where he helps organizations get started with AI or accelerate their journey through practical workshops, use case assessments, and leadership enablement. He co-founded the Georgia AI Alliance with Matt Barnes to build community and help organizations adopt AI faster — unlocking new economic opportunities across the state.
James is a frequent speaker at events including Atlanta AI Week and other industry conferences. He spent a decade with Deloitte Consulting helping clients improve operations through data and insights and now focuses on equipping leaders with the mindset and capabilities needed to transform and lead confidently in this age of AI.
0 Comments