December 16, 2025 • 8 min
AI has become a standing agenda item in boardrooms everywhere. Executives call it a top priority, approve new initiatives, and commit large budgets with the expectation that AI will transform customer experience and improve efficiency.
Yet across many organizations, senior leaders lack practical, hands-on understanding of the tools they are betting the business on. AI decisions are often made at an abstract level, driven by demos and vendor promises rather than lived experience.
In this video, we explore the executive AI fluency gap, why it damages customer experience, and what leaders can do to close it before AI investments stall or backfire.
What You’ll Learn
- Why executive-level AI fluency is one of the strongest predictors of AI ROI
- How leadership gaps create fragmented, frustrating customer experiences
- The difference between talking about AI and actually using it effectively
- How bottom-up learning can accelerate executive understanding
- What successful organizations do to build AI fluency across leadership
This conversation makes clear that AI success depends less on technology and more on how well leaders understand and use it. When executives lack practical fluency, AI initiatives become disconnected, poorly governed, and visible to customers in all the wrong ways.
By committing to hands-on learning and shared accountability, organizations can close the fluency gap and align AI decisions with real customer value. When leadership understands AI in practice, not theory, customer experience improves and strategy becomes execution.
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