I have a friend who manages the customer contact centre for a large MNC. Last year, senior leadership issued him a directive: Make sure everyone uses AI in their work. So my friend gave his entire team access to an AI tool and told them to integrate it into their daily work. The results were disastrous. Customer complaints shot up. Cases that used to take hours were now dragging on for days, and the team’s overall productivity tanked overnight. When my friend dug into what was happening, he discovered that his staff were simply copying customers’ emails into the AI, generating a response, and firing it back without reading it, let alone editing it. The technology wasn’t the problem. The issue was how the call centre workers were using it. They’d outsourced the wrong part of their job. This story led me to discover a simple framework that’s changed how...