3469: Inside Boston Consulting Group (BCG)'s Global Research on AI at Work

Artificial intelligence has changed how we think about service, but few companies have bridged the gap between automation and genuine intelligence. In this episode of Tech Talks Daily, I'm joined by Puneet Mehta, CEO of Netomi, to discuss how customer experience is evolving in an age where AI doesn't just respond but plans, acts, and optimizes in real time. Puneet has been building in AI long before the current hype cycle. Backed by early investors such as Greg Brockman of OpenAI and the founders of DeepMind, Netomi has become one of the leading platforms driving AI-powered customer experience for global enterprises. Their technology quietly powers interactions at airlines, insurers, and retailers that most of us use every day. What makes Netomi stand out is not its scale but the philosophy behind it. Rather than designing AI to replace humans, Netomi built an agent-centric model where AI and people work together. Puneet explains how their Autopilot and Co-Pilot modes allow human agents to stay in control while AI accelerates everything from response time to insight generation. It is an approach that sees humans teaching AI, AI assisting humans, and both learning from each other to create what he calls an agentic factory. We explore how Netomi's platform can deploy at Fortune 50 scale in record time without forcing companies to overhaul existing systems. Puneet reveals how pre-built integrations, AI recipes, and a no-code studio allow business teams to roll out solutions in weeks rather than months. The focus is on rapid time-to-value, trust, and safety through what he calls sanctioned AI, a framework that ensures governance, transparency, and compliance in every customer interaction. As our conversation unfolds, Puneet describes how this evolution is transforming the contact center from a cost center into a loyalty engine. By using AI to anticipate needs and resolve issues before customers reach out, companies are creating experiences that feel more personal, more proactive, and more human. This is a glimpse into the future of enterprise AI, where trust, speed, and empathy define the next generation of customer experience. Listen now to hear how Netomi is reimagining the role of AI in service and setting new standards for how businesses build relationships at scale.

What if the biggest barrier to AI adoption isn't the technology itself, but our ability to learn, adapt, and reskill? That question sits at the heart of my conversation with Sagar Goel, Managing Director and Partner at Boston Consulting Group, who leads the firm's global work on digital workforce development and reskilling. Speaking from Singapore, Sagar brings a rare combination of data, strategy, and humanity to the discussion on how AI is reshaping the global workforce—and why the frontline is struggling to keep up. Drawing on BCG's latest "AI at Work" research, Sagar reveals a surprising trend: frontline AI usage has stalled at around 50 percent for the first time. He explains why many companies are still approaching AI as a tool rollout rather than a behavioral and cultural shift. According to him, employees often don't know where or how to use AI effectively, leadership support is lacking, and training programs are too shallow to spark genuine adoption. The result is a productivity paradox—AI potential without real impact. Sagar also unpacks another counterintuitive finding: leaders are more worried than their teams about losing their jobs to automation. He attributes this to leaders' heightened awareness of structural disruption and their own vulnerability in adapting mid-career. Meanwhile, countries across the Global South are outpacing the US in AI adoption, driven by youthful populations, economic necessity, and a hunger for differentiation in tight job markets. Throughout the discussion, Sagar draws a clear line between upskilling and reskilling—two terms often used interchangeably but representing distinct needs. Upskilling, he explains, should embed AI fluency into daily workflows from the CEO down, while reskilling must redeploy people into new, higher-value roles as automation accelerates. He cites IKEA's decision to retrain 8,000 call center staff into design consultants as a model example of turning disruption into opportunity. We close with a candid reflection on leadership responsibility in the age of AI. For Sagar, the message is simple but profound: if skills don't show up on your balance sheet, they won't show up in your business performance. As the half-life of skills shrinks to five years, he urges CEOs to integrate workforce readiness directly into strategy, or risk being outpaced by those who do. This episode is a grounded, data-driven look at what it truly takes to prepare people—not just machines—for an AI-driven world.

What if your cybersecurity strategy could become your biggest sales advantage? In this episode, I sit down with Taylor Hersom, Founder and CEO of Eden Data, to explore how startups can transform compliance from a box-ticking exercise into a true growth engine. Taylor's journey is remarkable: a former Deloitte executive who quit his job the week before the world shut down, launched Eden Data on Upwork with just $16, and went on to build one of the fastest-growing cybersecurity advisory firms, now recently acquired by Riveron. His story blends grit, reinvention, and a deep understanding of how trust has become the real currency of modern business. We talk about how to safeguard customer data in an AI-first world and why shadow AI has become the new shadow IT problem for many companies. Taylor explains why cybersecurity can no longer sit in the IT department alone, sharing examples of how marketing and customer experience leaders are now leveraging security as a differentiator to win contracts and customer loyalty. He also opens up about the human side of cyber risk, why most breaches stem from simple mistakes, and how gamifying awareness training can be more effective than annual compliance videos no one remembers. As AI rapidly reshapes the digital landscape, Taylor shares his perspective on what future global standards for AI security could look like and how leaders can bake compliance and security into their products from day one. His view is clear: the next generation of successful startups will treat cybersecurity as both a foundation and a brand promise. How ready are you to make trust part of your growth strategy? And how will your business adapt as cybersecurity becomes not just a requirement, but a competitive edge? Share your thoughts after listening.

What happens when early-stage founders realise their go-to-market strategy just isn't working? Do they double down on outdated advice or take a fresh look at how modern buyers actually engage?  In this episode of Tech Talks Daily, I sit down with Richard Lowry, founder of Springboard IQ, to unpack how he's helping startups rebuild broken GTM strategies in just seven days through a crowdsourced, operator-led model that challenges everything we think we know about growth. Richard explains how Springboard IQ brings together six active operators to co-create a go-to-market blueprint that's fast, focused, and grounded in the realities of today's market. This approach delivers practical strategy and design rather than execution, giving founders clarity on where to focus their time and energy. As Richard puts it, founders should save their passion for the demo because that's where it really matters. The conversation explores why technical founders often mis-hire sales talent, why relying on outdated accelerator advice can derail growth, and why many teams hit a "GTM wall" long before real scale begins. We also discuss why the future of GTM might look very different from the digital-first strategies of the past. As inboxes flood with automated outreach and AI-generated content, Richard believes human-led activation through curated events, community experiences, and even spontaneous moments of connection will define the next era of startup growth. It's a conversation that blends practical lessons, honest stories (including one involving a soup kitchen in Lisbon), and a call to bring the human element back to how we sell, connect, and grow. So, could a crowdsourcing strategy from active operators be the smarter way for startups to go to market? And in an era of AI-saturated noise, will the next big differentiator simply be showing up in person? I'd love to hear your thoughts after you listen.

What happens when a world-class badminton player trades the court for the courtroom and then the boardroom? In this episode of Tech Talks Daily, I sit down with Tom Dunlop, CEO and co-founder of Summize, to explore how a former Great Britain athlete became one of the most forward-thinking leaders in legal technology. Tom shares how his journey from sport to law to entrepreneurship shaped his leadership philosophy and his belief in "high agency," the mindset of taking ownership, driving action, and leading from the front. We talk about how that outlook helped him transform the traditional image of legal work into something faster, smarter, and more collaborative through Summize's AI-powered Contract Lifecycle Management platform. Rather than forcing users to adopt new software, Summize integrates directly into tools people already use like Teams, Slack, Outlook, and Word, embedding contract management seamlessly into everyday workflows. We also explore Tom's reflections on brand building in a historically conservative industry, the mental shift from risk-averse lawyer to decisive founder, and why he believes legal leaders should embrace innovation as a way to strengthen their role at the boardroom table. His story is as much about personal reinvention as it is about technological disruption, revealing how determination, discipline, and curiosity can reshape even the most traditional professions. So, how do you balance precision with risk when you move from legal advisor to entrepreneur? And what lessons from sport, law, and leadership can help us all perform better in the fast-changing world of work? I'd love to hear your thoughts after listening.

What if the key to creating cleaner, faster, and more efficient cities isn't building new infrastructure, but rethinking how we move what we already have? In this episode of Tech Talks Daily, I'm joined by Richard Savoie, co-founder of Adiona, whose AI-powered logistics platform is transforming how goods travel through urban environments. Richard's background as a patent-holding engineer and mentor in the medical device field gives him a unique perspective on precision, quality, and human-centered design. At Adiona, he applies that same discipline to logistics, helping delivery networks run smarter, leaner, and more sustainably. His FlexOps platform uses AI to optimise routes, model EV fleet conversions, and create digital twins of operations so companies can reduce emissions and increase efficiency—without replacing the people who make it all work. In our conversation, Richard shares why he believes in a humanistic approach to AI that empowers drivers, dispatchers, and warehouse workers instead of automating them out of existence. We also explore how Adiona's scenario modelling helps global brands like Coca-Cola and Australia Post cut costs while meeting 2030 sustainability goals, and what the future might hold as AI and robotics begin to converge for last-meter delivery. So, could the next big sustainability breakthrough come from reimagining the routes that already exist? And how might AI reshape the logistics networks that keep our world moving? I'd love to hear your thoughts after listening.

What if the key to unlocking real AI transformation isn't a new enterprise platform or an executive directive, but something much simpler: listening to the innovators already inside your company?  That's the idea behind AppDirect CTO Andy Sen's philosophy on bottom-up AI adoption. In this episode, we talk about why the most effective AI strategies often begin at the grassroots level, led by curious employees who experiment first and ask for permission later. Andy explains how AppDirect built a culture of AI experimentation by giving employees a secure "digital playground" to test ideas, measure results, and scale what works. From developers using AI to write half of the company's new code to non-technical staff building internal tools, AppDirect's approach has driven measurable productivity gains while cutting costs and improving efficiency. Rather than dictating from the top, leaders are encouraged to ask questions, support innovation, and apply a "yes, but" mindset that modifies solutions for governance and compliance instead of shutting them down. As organizations everywhere wrestle with how to scale AI responsibly, Andy offers a fresh take on balance by empowering employees to build while ensuring security and oversight. We also explore the rise of developer-focused platforms like devs.ai, which allow teams to safely create agentic solutions across different large language models. So, are your employees already innovating with AI while leadership lags behind? And what might your business discover if you stopped trying to control AI adoption and started observing where it's already thriving? Let me know your thoughts after listening.      

What if artificial intelligence could help you find, value, and buy an online business in minutes instead of months? That's the idea behind Lauren AI, Flippa's new proprietary deal origination tool designed to make mergers and acquisitions accessible for everyone, not just the elite few. In this conversation, Blake Hutchison, CEO of Flippa, returns to share how the company is using AI to democratize business ownership for what he calls "the 99%." Blake explains how Lauren AI indexes over five million digital businesses weekly, analyzing everything from revenue models and tech stacks to traffic and growth potential. Using natural language prompts, it builds a hyper-specific buyer mandate and surfaces opportunities tailored to each individual's skills, goals, and budget. What used to cost thousands of dollars in retainer fees for M&A analysts can now be achieved with a few clicks and a $1.99 outreach. For Blake, it's about eliminating friction in the acquisition process while giving everyday entrepreneurs access to real, data-driven deal flow. The conversation also explores Flippa's new partnership with SeedLegals and the launch of "Flip and Raise." This initiative helps UK founders perform a Delaware Flip, reincorporating their business in the US so they can raise capital directly from Flippa's network of 75,000 accredited investors. The result is a more connected global marketplace, where cross border deals are not just possible but encouraged. Across the episode, Blake reflects on his mission to lower the barriers to entrepreneurship, his belief in AI as an enabler of ownership, and the early examples of global deals made possible by the platform. He also shares a personal moment of gratitude for his wife, whose leap of faith from San Francisco to Melbourne mirrors the kind of courage he sees in founders every day. This episode captures the spirit of modern entrepreneurship, tech enabled, global, and deeply human. It's a story of how AI is quietly reshaping one of the most traditional areas of business, turning mergers and acquisitions into something anyone, anywhere, can take part in.

What happens when the ancient magic of theatre meets the disruptive energy of artificial intelligence? In this episode of The Tech Talks Daily Podcast, I sit down with Emmy-nominated producer and 440 Media founder Jeffery Keilholtz to unpack how AI is reshaping entertainment, licensing, and the very soul of live performance. From his time leading Broadway Licensing Global, home to thousands of acclaimed titles including Harry Potter and the Cursed Child, Jeffery brings a rare blend of creative and commercial insight to one of the most transformative moments in entertainment history. Our conversation explores how live entertainment faces twin challenges of visibility and scarcity in a digital age. As Jeffery explains, the rise of ChatGPT has changed how people search, discover, and decide what to see, forcing a shift from SEO to AEO, or Answer Engine Optimization. Yet even as AI floods the world with abundance, theatre's scarcity, that irreplaceable "live, local, urgent" energy, is becoming more precious than ever. Together we examine how AI can simultaneously empower and endanger creative industries, from copyright battles worth billions to the promise of smarter audience engagement and new paths to discover hidden works. Jeffery also shares his framework for balancing technology and artistry, urging creators to stay nimble like a blade of grass. He argues that surviving this era of AI-driven disruption requires humility, flexibility, and a renewed belief in human connection. It's a powerful reminder that the heartbeat of theatre, and perhaps of creativity itself, still belongs to people gathered together in the same room, sharing something that can never be replicated by a machine. How do you see AI reshaping the arts and entertainment world? Is it an existential threat to creativity or the tool that will help artists reach new heights? I'd love to hear your thoughts.      

What happens when classrooms become laboratories for artificial intelligence? As AI tools find their way into schools, from lesson planning to student assessments, educators and parents are wrestling with how to balance innovation and security. In this conversation, I sit down with Jurgita Lapienytė, Chief Editor at Cybernews, to unpack how AI adoption in education is reshaping learning, privacy, and the safety of our youngest digital citizens. Jurgita brings a rare dual perspective as both a technology journalist and a mother. We explore how AI's growing influence could improve access to knowledge while eroding fundamental cognitive skills if introduced too early or without balance. She compares today's reliance on AI to the way GPS changed navigation, convenient but potentially disorienting when overused.  Together, we look at how schools can encourage analog learning before turning to technological shortcuts and why teacher training is crucial for building true tech readiness. But beneath the excitement lies a darker reality. With 82 percent of K-12 schools hit by cyber incidents in the last 18 months, education is fast becoming one of the most targeted sectors. Jurgita explains how AI is supercharging attacks from phishing to deepfakes and why schools must view data protection as an essential part of innovation rather than an afterthought. We discuss the growing risks around student data, the ease with which even innocent photos can be exploited, and why privacy policies need a complete rethink before more AI tools enter the classroom. This episode isn't about rejecting technology, it's about using it responsibly. Jurgita's insights remind us that AI's value in education depends on how thoughtfully it's implemented and how prepared we are to protect the people it's meant to serve. So what does a secure classroom really look like in the age of AI, and how can schools, policymakers, and parents work together to create one? I'd love to hear your thoughts, how should we balance innovation with safety in our children's digital future?