Why AI Adoption Is Like Jazz — BTS on What Makes Pilots Stick | Box AI-First Podcast EP 18

Many are confusing AI adoption with AI access. In this episode of the AI First Podcast, Jon Herstein, Chief Customer Officer at Box, speaks with Peter Mulford, EVP and Chief Artificial Intelligence Officer at BTS, and Ranjeet Pookattil, Global Head of Global IT and Compliance at BTS about the real journey of AI adoption in enterprise environments. Peter and Ranjeet share their firsthand experience navigating the complexities of integrating AI, overcoming resistance, and driving meaningful change within organizations. They discuss how AI can alter workflows, from boosting operational efficiency to redefining business outcomes, while emphasizing the importance of trust, governance, and clear communication to make AI a sustainable part of the business transformation process. Key moments: (00:00) Introduction (01:21) Discussing AI adoption versus access with Ranjeet and Peter. (04:01) AI’s impact on professional identity and team behavior. (05:34) AI's operational impact in sales, especially CRM and workflow improvements. (07:59) Key ingredients for scaling AI: clarity, humility, and rapid learning loops. (10:24) The importance of clarity in problem definition and measurable goals. (13:06) Embedding AI into workflows for tangible, measurable change. (15:02) Balancing AI governance with innovation speed. (18:41) The risks of late governance and the need for early intervention. (21:27) Data sensitivity and managing cross-client contamination risks. (23:03) How top-down leadership can stifle innovation in AI adoption (Jazz analogy). (26:42) Deciding whether to scale, pivot, or kill an AI initiative. (28:54) Closing thoughts