In 2026, the strongest AI strategies won’t be rushed; they’ll be disciplined. Every leader feels the push to launch AI, reduce spend, and show fast ROI. But AI is like building a new muscle. The results come with consistency, not sprinting. Move too fast or push too hard, and you’ll end up doing more harm than good.
Organizations that approach AI with planning and purpose will create smoother transitions, stronger customer trust, and lasting business advantage. Here’s what leaders should focus on.
AI HAS A LEARNING CURVE
Every technology company is being asked to do more with less. Executives want AI agents deployed now, and they want results tomorrow. While instant transformations are not always realistic, AI does offer opportunities to move quickly in certain areas. The key is finding the right balance, acting fast where it makes sense, and allowing time for AI to learn and adapt. The learning phase is critical for delivering sustainable, long-term results.
Most agentic solutions need six to nine months of learning before they’re genuinely effective. Similar to a new hire, these tools must learn the nuances of the business and workflows before they can satisfactorily complete their tasks. This requires time running in the real environment.
To deliver an exceptional customer experience during this transition, companies should plan ahead and run parallel systems, keeping experienced team members engaged while AI agents build capabilities. This approach ensures a smooth implementation and strengthens customer trust, giving companies a clear strategic edge.
CUSTOMERS WILL START CRAVING HUMAN CONNECTION AGAIN
Here’s something that might sound counterintuitive. After years of hearing about digital-only engagement—with some people even saying they would rather use a chatbot than pick up the phone—I’m seeing customers crave personal connection again. At least for the moments that matter.
Routine, simple tasks like password resets should be fully automated. Nobody needs to talk to a human about that. In fact, we’re heading toward a time when you won’t even need to request a forgotten password. The system will anticipate the issue and guide you through the process without having to ask.
But what about business reviews? Or strategic conversations about a customer’s goals and how to communicate value back to their organization? These discussions require human interaction—a person who understands the business, context, and can build connection and trust.
I think there’s a real risk that companies over-rotate on agentic engagement and lose some of their most valuable customer-facing relationship builders in the process. While automation can drive efficiency, human connection remains critical for trust and long-term loyalty. Organizations must prioritize teaching the next generation not only how to build and deploy technology, but also how to engage meaningfully with people.
My company provides revenue and compliance solutions to life sciences and high-tech manufacturers. Even in this highly technical, data-driven environment, I see how critical human relationships are to customers. Customers aren’t just looking for software. They also need a trusted advisor to help guide them through complex, high-stakes processes. By providing that expertise, we enable them to focus on what matters most: delivering life-changing products to the world.
UNSANCTIONED AI TOOLS WILL CREATE UNANTICIPATED COMPLIANCE PROBLEMS
There’s a phenomenon called “vibe coding.” Individual contributors spin up their own AI tools and agents to solve problems faster than leadership can establish guidelines. As of late 2024, research shows shadow AI usage increasing by as much as 250% year-over-year in some industries.
However, a team member creating an agent for their accounts might not understand regulatory requirements. Without that knowledge, their approach may conflict with company or customer policies, or even government regulations.
The answer isn’t to shut down AI experimentation. It’s to build frameworks that encourage innovation while maintaining compliance and strategic alignment. Without that structure, you’re likely to end up with fractured customer experiences and regulatory headaches that undermine the very innovation you were trying to encourage.
THE THROUGH-LINE IS PATIENCE AND BALANCE
Patience doesn’t have to mean moving slowly. It means building the right foundation for sustainable growth. We all want to move fast, but speed without structure can lead to setbacks. The goal is to run quickly in the right direction, with a plan that ensures customers get what they truly need.
Treating AI as a quick fix is going to be an expensive lesson for a lot of companies. Focusing too much on immediate results may cost you long-term success. My advice is to plan for learning curves, protect human connections, and build guardrails for innovation. Companies that invest in these fundamentals will not only avoid costly mistakes. They’ll create a competitive advantage that lasts. That’s where I’m placing my bets.
This article was originally published on Fast Company.
