AI adoption fails when you focus on the tech instead of the humans using it.Middle managers are the key to successful implementation, not executives.Show people how it solves THEIR problems, and they'll sell it to themselves.Jo is an Enterprise Customer Success leader at Microsoft, where she guides some of the world's largest organisations through their AI transformation journeys with Copilot and M365. With over 13 years of enterprise customer success experience spanning Oracle's SaaS platforms to Microsoft's cutting-edge AI solutions, Jo specialises in turning complex technology adoption into human-centred change management success stories.As a Sr Copilot Cloud Solution Architect, she helps global enterprises build and deploy AI transformation strategies, creating "sticky AI habits" that drive real productivity gains from boardroom to shop floor. Previously, she architected customer success operations across EMEA and APAC regions at Oracle, managing business processes for global customer lifecycle platforms and specialising in gaming sector implementations.In this episode, discover how the world's largest organisations are navigating the transition to AI-powered workflows, the unexpected challenges of implementing Microsoft Copilot, and why the human element remains the most critical factor in technological transformation.🎯 On the Docket:00:00:00 - Why customer success has become more vital than ever in the AI era00:02:40 - Building AI adoption playbooks without established ROI benchmarks00:03:50 - Security concerns and data privacy: the top enterprise AI fears00:04:30 - The data readiness challenge: cleaning up 20 years of SharePoint chaos00:05:20 - From keyword searching to natural language: retraining human behavior00:08:00 - Art of the possible: showing executives what AI can actually do00:11:00 - Why executives are easier to convince than IT departments00:13:20 - Managing expectations: when business wants to move at 90 mph00:14:20 - Customer advisory boards: how enterprises shape AI product development00:18:00 - The ADKAR change methodology: building sustainable AI adoption00:22:00 - The middle management bottleneck: where AI transformation gets stuck00:26:00 - Making people feel safe with AI: addressing job security fears00:30:00 - Teams evolution: from email to chat to AI-powered workflows00:34:00 - Burnout as the unexpected driver for AI workplace adoption00:39:00 - What's in it for me: making the personal case for AI tools00:42:00 - Setting expectations: teaching what AI can't do vs. what it can⚡ Key Points:78% of knowledge workers are already bringing personal AI tools to work without organisational oversightThe biggest AI implementation challenge isn't technical—it's human behavioural changeData quality and security must be addressed before any AI deployment can succeedMiddle managers are the key to scaling AI adoption, yet they're often overlooked in implementation strategiesPeople resist change instinctively as a safety mechanism—successful adoption requires addressing emotional needsOrganisations without AI plans risk losing control as employees adopt unsecured AI tools independentlyThe most effective AI demonstrations focus on eliminating daily admin tasks rather than complex transformationsChange reinforcement is critical—showing people new capabilities as they're released prevents license waste🔗 Where to find Jo:LinkedIn