AI investments yield limited gains without management overhaul

Management consultant Eero Sikka argues that while AI can speed up tasks, many companies fail to see corresponding improvements in results because the bottleneck lies in leadership and decision‑making structures, not the technology itself. He notes that information flows differently in AI‑enabled environments, requiring a shift in how decisions are made.

Zendeski product lead Mihkel Külaots adds that customer support can be made faster and more effective without relying on AI by simplifying processes, enhancing self‑service tools, and delivering clear information at the right moment. He emphasizes preventing repeat inquiries through better knowledge bases and timely automated communications, stressing that technology alone cannot compensate for poor management or unclear processes.