Corbett described a shift toward “thinking about AI not as a technology project, but as a management transformation.” She framed AI adoption as a progression:
- Speed up existing tasks with AI.
- Redesign workflows around new capabilities.
- Rethink parts of the operating model itself.
At more advanced stages, companies are changing how they assign and complete work.
How do leaders protect trust during the transition?
“AI-first means that you've understood nothing about the value of your staff,” Corbett argued, warning against treating AI as a shortcut to headcount reduction.
When employees hear that agents are arriving, they may reasonably wonder what will happen to their jobs. What skills will they need? Will their experience still matter?
Leaders need to address these questions before and during deployment.
They cannot leave employees to figure out what the changes mean for themselves.
Where should a leader begin?
When asked for her single most important piece of advice, Corbett answered, “My one word is learn.”
“You cannot observe,” she added. Leaders need firsthand experience to understand AI's possibilities and limits.
She also described becoming more selective in her own use of AI: sometimes putting her thoughts on paper first and inviting AI to challenge them afterward.
For leaders, a practical starting point is to choose one recurring process.
Identify which parts AI could support, decide where human judgment is needed, and test the approach. Leaders can build on these early runs to adjust and optimize the systems and processes where necessary.