Many organizations are struggling to see a return on investment from AI despite widespread adoption, according to Ashwin Ballal, CIO at Freshworks. The core issue is not the AI technology itself, but rather flawed operating models and broken business processes that AI is being applied to. Ballal argues that simply automating existing, inefficient workflows leads to amplified dysfunction, and that companies need to first standardize processes and consolidate systems before effectively leveraging AI agents. Without this foundational work, AI investments often fail to deliver tangible business outcomes like cost savings or faster shipping. AI
IMPACT Highlights the critical need for process optimization and system consolidation to achieve AI ROI, rather than focusing solely on technology deployment.
RANK_REASON Opinion piece by an industry executive discussing AI adoption challenges.
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