How Nicola's Leading Our AI Journey (Excitement, Fear, and Everything In Between)

Shane was looking for help brainstorming content the other day and said to me, “You seem to be good with the negative of Copilot.” And I thought, woah woah woah—I happen to be very excited about the possibilities of AI and Copilot! But then, if I’m being honest, he might have a point. Thinking that maybe some of our customers share a similar hesitation, I thought I would write about it.

Am I a huge fan and excited for personal productivity? Absolutely yes! And I genuinely hope everyone is using AI for personal tasks. But do I start to feel nervous when I think about AI automated solutions for our internal processes and customer experience? Also yes.

As business leaders, we constantly strive to make the right decisions. We’re focused on growing the business, providing opportunities for our employees, and one wrong decision could put that at risk. When I think about the possibilities AI offers for furthering our business, the ideas flow easily. But when it's time to actually execute, these are the things that slow me down:

1. Consistency and Control – If we build something that answers HR questions or addresses client inquiries, I need confidence that it gives the same answer each time to the same question. Trust can quickly erode if this consistency isn’t guaranteed. To tackle this, we're starting with processes already heavily documented internally—like our training materials and knowledge base. This helps train the tool accurately and minimize risk.

2. Brand – At PowerApps911, we work hard to execute according to our values, and any tool we use has to embody that brand. We’re planning careful internal tests first, ensuring the solutions we implement reflect our values, and don’t inadvertently compromise what makes us unique.

3. Fear in the Organization – That’s right—even at PowerApps911, where Shane passionately talks about AI at least once a week, people still worry. We hear concerns like, “It only takes me a few seconds to do that; why automate?” or, “There are so many variables to consider in the setup—can we really trust AI with all those decisions?” or even, “Am I helping build my job replacement?” I genuinely understand the anxiety around job security. Just this week, I reiterated that our goal isn’t replacing jobs—it’s about removing repetitive tasks, allowing everyone to focus on more meaningful and rewarding work.

Yet, despite these fears, the AI train has left the station, and I’m not going to allow our company to be left behind. We’re learning about the technology every day to better serve our customers (I think Shane spent at least 100 hours on Microsoft Copilot Studio in March!). But beyond learning, as CEO, it’s my responsibility to ensure we actively advance our service delivery and customer experience with AI. Here’s how we’re approaching AI in our organization:

1. Encourage People to Use It – This is the most obvious step, but also critical.

2. Bi-Weekly Tech Deep Dives – We already hold regular sessions, and now we’re adding sessions specifically focused on AI. This way, our internal AI enthusiasts can keep everyone else informed.

3. Automate Tasks People Dislike – We’re looking at processes within our organization that people dread. Let’s boost morale by automating those unloved tasks. People are usually more supportive if AI removes something they didn't enjoy doing in the first place 😊.

4. Improve Weak Processes – Next, we’re targeting processes we don’t currently execute well. It’s hard to resist improvements if the AI-driven solution clearly makes things better.

5. Internal Testing Before Customer Rollout – For customer-facing solutions, we build and test internally first. Our consultants thoroughly vet solutions to ensure the responses align with our standards. For one solution, we are adding a review step, requiring consultant approval before any response goes out. Human oversight remains crucial to ensuring quality and reducing fear.

6. Transparency with Customers – Our customers have questions and concerns too. They want efficiency but also reassurance about quality and control. We'll be transparent about what’s automated and where human oversight is essential.

Change as significant as AI is tough, but as I said—the AI train has left the station, and there’s no turning back. If we don’t leverage AI to improve our business operations, a competitor will. They'll deliver similar products better, cheaper, and faster.

If you're hesitating about AI, start small. Choose just one repetitive, unloved task in your business and test the waters. Your future self (and your employees!) will thank you.

Curious about how AI could fit into your business, but not sure where to start?

Let’s figure it out together. Our team can help you explore where AI makes the most sense—whether it’s improving internal processes, enhancing customer experiences, or tackling that one workflow nobody loves. If you're ready to take the first step (or even just have the conversation), let’s talk about a project. We’ll meet you where you are.