98% of IT leaders say they're using AI, yet 43% aren't measuring ROI and 80% admit they're not using it to its potential. Olga Lagunova, Chief Innovation and Technology Officer at GoTo, says the industry won the adoption battle but hasn't reached the outcomes it needs.
Olga breaks down GoTo's federated AI steward model, where functional leaders own roadmaps and a central enablement team provides infrastructure. She explains why SMB pragmatism shaped their practical AI principles and how 39% of employees already report AI is eroding their skills.
Topics discussed:
Why 98% AI adoption still produces an outcomes gap
GoTo's federated AI steward model for scaling transformation
How SMB customer pragmatism shaped practical AI principles
Building progressive trust with autonomous agents
80% of customer context is unstructured and agents need it
From tool to actor, how agency changed the AI equation
Designing agent governance around identity and guardrails
The skill erosion problem 39% of employees already feel
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