Why They Buy
Leadership wants employees to use more AI, but adoption is inconsistent.
AI Interest:
What is driving the AI initiative?
Which teams or workflows are the priority?
How will leadership measure successful adoption?
Employees know the information exists, but they are unsure where to find it.
Where Do You Look?
Walk me through what happens when someone needs an answer.
Where do they look first?
What happens when they cannot find it?
Employees spend several minutes searching for information multiple times each day.
Lost Time:
How frequently does this happen?
How many people are affected?
What work gets delayed or duplicated?
Employees could find trusted information quickly without interrupting colleagues.
Faster Answers:
What would employees do with the time they recover?
Which teams would benefit first?
How would this change the employee experience?
Employees spend too much time looking for information.
Basic Metric:
How long does a typical search take today?
How often does it happen?
What improvement would be meaningful?
Employees spend too much time searching for information before completing routine work.
Productivity Pressure:
Which roles and workflows are most affected?
How much time is being lost?
What business priority is this preventing the company from achieving?
Employees frequently ask experienced colleagues for answers instead of finding information themselves.
Tribal Knowledge:
Which questions are people asking repeatedly?
How often are subject-matter experts interrupted?
What happens when those experts are unavailable?
Different teams give customers different answers to similar questions.
Inconsistent Answers:
How often does this happen?
Which customers or workflows are most affected?
What is the impact on trust, resolution time, or retention?
Employees use AI consistently because they trust the answers and can access relevant company context.
Confident AI Adoption:
Which workflows would employees use AI for?
What would make them trust and adopt it?
What would successful adoption look like?
Leadership wants employees to use AI more consistently.
Adoption Metric:
How are you measuring adoption today?
Are logins enough, or do you need to measure workflow impact?
Which employee groups should adopt first?
Support volume is increasing, but the organization is not planning to add significant headcount.
Support Growth
What is driving the increase in volume?
Where do agents lose the most time?
What would happen if volume continues growing at the current rate?
A support agent receives a difficult case and needs information from several systems before responding.
Support Workflow:
What systems does the agent check?
How long does the process take?
When do they escalate the issue?
Support agents regularly escalate issues because they cannot find reliable answers.
Support Escalations
What percentage of cases are escalated?
How does escalation affect handle time and staffing?
What happens to the customer experience?
Support agents resolve more issues accurately on the first interaction.
Scalable Support:
What would improve if agents resolved more cases independently?
How would that affect customers and support teams?
Which outcomes matter most: AHT, CSAT, SLA, or staffing efficiency?
Support wants to improve resolution time without adding headcount.
Required Capabilities:
What must a solution be able to do?
Which systems must it work with?
What information must agents be able to access?
What security or permission requirements apply?
The customer believes faster internal decision-making could help them outperform competitors.
Competitive Advantage:
Where is slow decision-making affecting growth or execution?
Which teams are most critical to gaining an advantage?
What would faster execution enable that is not possible today?
New engineers take a long time to understand systems, decisions, and internal processes.
Engineering Ramp:
Walk me through how a new engineer gets up to speed.
Where do they rely on tribal knowledge?
How do you know when they are productive?
Sellers struggle to find current product messaging, competitive guidance, and internal expertise.
Sales Execution:
How does this affect ramp time and rep productivity?
Where are opportunities being delayed or lost?
What is the impact on pipeline conversion or revenue?
Engineering, sales, and leadership can access the context needed to make faster decisions.
Faster Decisions:
Which decisions would move faster?
What would that enable for the business?
Which outcome is most valuable: time to market, revenue, risk reduction, or cost?
Several functions want to participate in an AI initiative, but each measures success differently.
Measurement Plan:
Which outcomes should be shared across functions?
What baselines exist today?
Who owns each metric?
How often will progress be reviewed?
The CEO has made productivity, responsible AI adoption, and operational efficiency board-level priorities.
Executive Transformation:
Which priority is most urgent?
What outcomes must the program deliver this year?
Who owns those outcomes?
What happens if the company does not make progress?
Sales, support, engineering, and corporate teams each maintain critical information in different systems.
Enterprise Fragmentation:
Which cross-functional workflows are affected?
Where do teams receive conflicting or outdated information?
How does fragmentation affect revenue, cost, risk, or customer experience?
The customer has committed to an AI transformation, but multiple initiatives are moving slowly and independently.
Cost of Inaction:
What happens if adoption remains low?
What investment is being duplicated?
Which executive commitments are at risk?
What is the cost of waiting another 6–12 months?
The customer wants one transformation program that improves productivity across multiple functions.
Enterprise Transformation:
Which company priority should anchor the program?
What outcomes should each function contribute?
How would the executive team know the transformation is working?
What would success be worth to the business?
The executive team wants proof that the investment will improve productivity and support growth.
Executive Business Case:
Which strategic priorities must the investment advance?
What baseline will you compare against?
What financial or operational impact would justify investment?
What capabilities and controls are non-negotiable?
How will value be verified by function?