Shift 1
Governance as a cross-functional discipline
Business units, HR, and IT define risk boundaries and performance expectations together. Agents are operational contributors — not software licences.
ITA Group: expert users — not just technologists — directly shaped agent behaviour for travel bookings
Shift 2
Managers become judgment architects
Senior leaders codify their expertise into portable agent contexts. Their judgment runs at scale and consistency no team of humans can match.
Debbie Riazzi (AWP Safety): a one-person department running a portfolio of specialist compliance agents
Shift 3
High performers are both strategic and operational
The divide between thinkers and doers collapses. Valuable employees design workflows, encode judgment, and continuously move up the value chain.
Ramp: every employee trained during onboarding to build their own AI tools — not just use them