Artificial Intelligence Strategy Consulting: How It Played Out in One Crucial Room
The room was too quiet for a leadership meeting. No coffee. No laptops open. Just a printout of the last quarter’s customer attrition chart projected onto the wall—downward slope, pale red. A warning curve. The CTO leaned forward, arms crossed. “This is what happens when automation leads and strategy lags.” The Head of Customer Success didn’t disagree. She was still flipping the same two-page briefing back and forth. “We knew this wasn’t just about features. We knew months ago that our engagement metrics were misleading.” Silence again. Then came the real question, delivered by the COO: “So—what are we not seeing?” That’s when the strategy consultants spoke. Not loudly. Not dramatically. Just clearly. “You’ve optimised your intelligence systems to execute flawlessly,” said the lead advisor. “But no one’s asked what the system is supposed to understand.” He clicked to the next slide. The title read: “False Fluency: When Systems Speak Without Knowing.” He wasn’t there to c...