What if AI could make your employees feel more valued, not less?
Jason Stover, Executive Vice President at SSA Group and the builder behind Scout — SSA's internal AI platform — joins Sara and Dan to share how a people-first philosophy is driving one of the most thoughtful AI adoption strategies in the hospitality industry. From getting laid off teams through COVID, to discovering ChatGPT and not sleeping for weeks, to accidentally sending an AI-written email that almost got him flipped off by a colleague, Jason's story is equal parts honest, funny, and genuinely inspiring.
Key takeaways:
- Why the hospitality industry may be more AI-resistant than most — and why that's a strategic advantage
- How Scout was born, and what makes it different from generic AI tools
- The fight-flight-freeze response to AI adoption, and how to move your team past it
- Why AI adoption strategy starts with one question: "How does this impact me?"
- The email incident that changed how Jason thinks about AI communication forever
- How SSA is using behavioral psychology to personalize the AI experience for each employee
- What it really means to lead with empathy when rolling out new technology
- Why giving a long-tenured employee a four-day week might be the best ROI AI can deliver
- Jason's honest take on the future of work and the industries most at risk
- The number one piece of advice for any business leader who is still dancing around the AI topic
Connect with Jason Stover: https://www.linkedin.com/in/jason-stover-4b6b7a1b/
Follow Sara & Dan: Sara: https://www.linkedin.com/in/saralynneroberts/
Dan: https://www.linkedin.com/in/danroberts27/
Email the show: [email protected]
00:00 Episode preview & intro
01:15 Jason's parallel path: people & tech
01:43 Digital scales & predictive analytics
03:11 How Jason stays curious about AI
03:51 The YouTube channels he follows
04:44 EVP blocking Fridays for AI discovery
04:54 Journey from dishwasher to VP at SSA
06:38 The pivot: stepping down to focus on AI
06:47 COVID, layoffs, and the ChatGPT moment
09:47 Why it's always about people, not just AI
10:21 Meet Scout — SSA's internal AI platform
10:56 Tank Stover: the persona that started it all
14:08 Early feedback: fight, flight, or freeze
15:33 How employees are actually using Scout
17:26 Building career paths with AI in hospitality
18:10 Building trust in AI tools with frontline staff
18:47 The million-dollar question: transparency
19:55 What most CIOs get wrong about rollout
20:46 Trips and falls along the way
20:57 The email incident that changed everything
24:17 Rethinking who to bring AI to first
26:05 Repurposing saved hours for human connection
27:14 AI helping us be more human
27:41 Tangible vs. soft ROI of AI investment
28:47 The four-day workweek conversation
31:59 How Scout connects siloed departments
33:21 Crystal ball: the future of SSA with AI
36:15 Demographics, retention & daily pay
39:10 Leading with empathy — advice for leaders
39:31 Stop freezing: come up with a strategy
40:39 What Jason admires about Anthropic & Claude
41:13 A united leadership team behind the vision
42:16 Advice for young people navigating AI
43:04 Behavioral Essentials & personalizing Scout
46:20 The data trust problem
46:40 Using AI to discover your own strengths
47:18 Where to find SSA & closing thoughts
47:41 Outro