AI Companion

Work Transformation Summit: How to successfully integrate AI

At our Work Transformation Summit in January 2025, we explored real-world experiences with gen AI implementation, the game-changing results they’ve seen, and the next steps on AI journeys. 

Updated on January 27, 2025

Published on January 20, 2025

Work Transformation Summit: How to successfully integrate AI

There’s been much discussion about artificial intelligence (AI) and how it’s shaping the way we work and communicate. Each new wave of AI changes can feel daunting, but instead of getting caught up in the headlines about AI’s potential, we should focus on the AI reality we live and work in daily. AI can be a great equalizer when used to its full potential, letting the leading ideas shine through to make real change across every industry. 

At our Work Transformation Summit in January 2025, we gathered industry experts and thought leaders to discuss and share real-life examples of how AI is transforming our world — from one where apps assist us in doing things to one where AI takes action on our behalf. 

Here are some of our favorite takeaways from the event.

Transforming work, industry, and leadership

Mike Walsh, author and futurist, kicked off our event by sharing his thoughts on how AI is reshaping companies, industries, and work itself. In his view, the focus of innovation is now moving from generative AI to agentic AI. As we move toward 2035, he outlined three major shifts: from products to platforms, transactions to experiences, and apps to agents. His view was that to succeed in this new world, future leaders must combine a deep understanding of human complexity with computational thinking to navigate the AI transformation. Walsh suggested that companies do the following:

  • When you automate, elevate. Rather than reducing staff, companies should focus on retraining and upskilling talent to be more valuable with new AI tools.
  • Don't work, design work. Focus on meta-cognition and thinking about how to improve work processes rather than just blindly doing the work itself.
  • Find your alpha. Identify your unique competitive advantages that come from your singular perspectives and experiences, and then combine these with AI to become an unstoppable force. 

Watch Mike’s keynote here and for further insights, check out his other videos on his YouTube channel.

Implement AI in your organization in a way that works for you

In our next session, Aparna Bawa, Zoom’s chief operating officer, hosted a discussion about practical steps to implement AI. She spoke with Necole Jackson-DeJoie, global executive director and product portfolio lead at Boston Consulting Group, and Craig Williams, chief digital information officer at Ciena.

Both Boston Consulting Group and Ciena recognized the transformative potential of generative AI early on and took strategic steps to integrate it into their operations. Rather than reacting negatively to the arrival of this groundbreaking technology, BCG and Ciena adopted forward-thinking approaches to stay ahead of the curve. Necole and Craig shared insights into how their organizations prepared for, developed, and rolled out generative AI initiatives to their employees and clients. Here are some of their key pieces of advice:

  1. Start with a process. Set up AI working groups with Security, Data Protection, Responsible AI, and Legal teams. Before you do anything else, you’ll want policies and guidelines in place.
  2. Having the right talent is crucial. Organizations benefit from establishing a dedicated team to monitor market trends and the evolution of generative AI. This team should design operating models that balance enablement with safeguards, maximizing value while driving innovation. They can also identify and develop use cases that transform workflows and fully leverage these tools.
  3. Focus on “how” before “what.” Initially, it’s going to be about learning and experimentation. Understand where your teams get stuck and create pilot programs to test out different tools. Create a “toolshed” of approved AI tools that people can use.
  4. Help everyone get comfortable. Offer training, embolden excited tech-savvy people to help out, and balance what leaders think people need with what the people tell you they need.
  5. Make it stick. Start with existing SaaS tools that are ready to go. Encourage people to experiment with approved tools and keep track of how they’re helping (like time saved or work improved). Check in with people to understand how it’s going and what could be improved.

Necole and Craig shared some of the successes that they attribute to their generative AI implementation:

  • At Boston Consulting Group, they introduced multiple SaaS and BCG-developed tools including:
    • Navi (BCG- Developed), a GenAI chatbot that simplifies research, proposals, and casework using BCG’s knowledge base, saving BCG up to 5500 total hours per week.
    • Deckster (BCG-Developed), a tool that automates slide creation in minutes, boosting productivity and enabling greater focus on strategy and client value.
  • At Ciena, they:
    • Saw a 70% reduction in tickets.
    • Are evaluating and prioritizing over 250 AI ideas.
    • Improved how they submit Requests for Proposals (RFP) and used their learnings to change future submissions.

Transform the way you work with AI Companion

In our next session, Amy Roberge, head of global contact center solution engineering at Zoom, hosted a discussion with Pascal Bornet, an artificial intelligence and automation expert, and Anthony Abbatiello, a CEO advisor and workforce transformation practice leader at PwC.

They discussed how to successfully implement AI while still retaining what makes an organization run: the human element. Doing this correctly requires balance—automating routine or repetitive tasks while preserving human elements like empathy or creativity. Here are some practical steps to striking that balance in your organization while getting the most out of generative AI.

  • Establish leadership buy-in. Host an executive roundtable to align AI objectives, leveraging case studies or pilot results to demonstrate value. Follow up with a CEO-led email or video highlighting AI’s positive impact on productivity, decision-making, and customer satisfaction.
  • Foster a culture of trust. Conduct town halls to address employee concerns about AI and create an "AI and me" resource hub with FAQs, success stories, and videos that emphasize how AI augments, not replaces, human contributions.
  • Create ongoing, adaptive training programs. Develop training programs that evolve with AI technologies, focusing on real-world applications. Incorporate hands-on learning opportunities, such as "prompting parties," to give employees practical experience.
  • Balance innovation with human connection. Use AI to enhance customer experiences while preserving human touchpoints. Position AI as a collaborator—rather than a replacement—for your most valuable asset—your employees.

Stream the entire event now

There doesn’t have to be a tradeoff between humanity and technology in your AI implementation. It’s possible to maintain your organization’s privacy and security as you develop tools for your employees and customers. Learn more about how Zoom is thinking about the future of AI, communications, and work. 

Watch the entire event here.

Our customers love us

Okta
Nasdaq
Rakuten
Logitech
Western Union
Autodesk
Dropbox
Okta
Nasdaq
Rakuten
Logitech
Western Union
Autodesk
Dropbox

Zoom - One Platform to Connect