205. Say What Sucks: Catalyzing Organizational Change with AI

A live SXSW panel on how employee complaints illuminate the path to organizational innovation. Wrong question: How can AI revolutionize productivity in my organization? Right question: What do my employees hate most about their jobs? For the Portland Trail Blazers, a winning game plan for AI implementation didn’t begin with a tech-first approach — it began with a talk-first one. “The whole concept was to talk about pain points," explains David Long, VP of Digital Innovation, describing the "Lunch and Launch" sessions where employees could openly share frustrations about their daily work. “People really enjoy talking about what they hate about their jobs,” says Christa Stout , Executive Vice President and Chief Strategy & Innovation Officer, and as they did, they illuminated opportunities for optimization. “By getting this insight across the whole company, it is already opening our eyes [to how] we can potentially transform the business more broadly,” Stout says. In this special live episode of Think Fast, Talk Smart , recorded at SXSW, host Matt Abrahams leads a panel with Long, Stout, and Stanford colleague Jeremy Utley , exploring how "catharsis catalyzes change.” For any team wanting to implement new technology or rethink workflows, these experts reveal how creating space for complaints can catalyze meaningful innovation throughout an organization. Episode Reference Links: Jeremy Utley David Long Christa Stout Ep.77 Quick Thinks: AI Has Entered The Chat – A "Conversation" with ChatGPT Ep.134 How to Chat with Bots: The Secrets to Getting the Information You Need from AI Connect: Premium Signup >>>> Think Fast Talk Smart Premium Email Questions & Feedback >>> hello@fastersmarter.io Episode Transcripts >>> Think Fast Talk Smart Website Newsletter Signup + English Language Learning >>> FasterSmarter.io Think Fast Talk Smart >>> LinkedIn , Instagram , YouTube Matt Abrahams >>> LinkedIn Chapters: (00:00) - Introduction (04:37) - The Business Behind Basketball (06:08) - Why AI and Why Now? (07:16) - Collaborating with the Team (08:34) - The Lunch & Launch Method (11:06) - Branding AI Initiatives (12:24) - David Detractor & Kelly Kindness (15:55) - Human Connection through AI (16:40) - Auditing for Brand Consistency (18:48) - AI in National Parks (21:31) - Making AI Personal (22:53) - Using AI to Learn AI (27:22) - Encouraging AI in the Workplace (30:16) - Change Management: Iteration Over Perfection (34:02) - Start with Curiosity and Empower Action (37:45) - Communication Ingredients (40:30) - Conclusion ******** Thank you to our sponsors. These partnerships support the ongoing production of the podcast, allowing us to bring it to you at no cost. This episode is brought to you by Babbel . Think Fast Talk Smart listeners can get started on your language learning journey today- visit Babbel.com/Thinkfast and get up to 55% off your Babbel subscription. Join our Think Fast Talk Smart Learning Community and become the communicator you want to be.