Deeply Human Leading with Lee Ann Del Carpio & Gretchen Terry-Leonard
What happens when an AI gold rush mentality drives boards and senior leaders to drive for cost savings and efficiency at a breathless pace? Klarna replaced 700 customer service employees with AI. Month one: 2.3 million conversations handled. Resolution time cut to two minutes. $60 million in projected savings. Every metric on the dashboard was green. Then customer satisfaction collapsed, complaints surged, and the CEO went on Bloomberg and said four words: "We went too far." In this episode, Lee Ann Del Carpio and Gretchen Terry-Leonard explore the seductive pull of cost savings, speed and efficiency in AI deployment at the expense of other measures of organizational vitality, and why the things that look measurably successful can quietly destroy the things that matter most: trust, institutional knowledge, and the human relationships that built your brand in the first place. What you'll explore in this episode: • Why Klarna's "green dashboard" masked a collapse in customer trust • How Air Canada's chatbot hallucinated a bereavement fare and triggered a legal ruling • What happened when CNET used AI to write 77 financial articles with inaccurate math • The paradox leaders face: speed AND quality, not speed OR quality • How AI amplifies your existing leadership clarity (or your existing confusion) • The difference between measurable gains and immeasurable losses • Why the most critical leadership skill in the AI age may be knowing when to slow down CHAPTERS: 0:00 – Introduction 1:14 – The Klarna case: 700 employees replaced, every metric green 7:27 – Air Canada's chatbot hallucination and legal fallout 9:14 – When AI damages your leadership brand (the 360-feedback story) 11:29 – Institutional knowledge, context, and what AI replaces without asking 12:56 – The intent gap: AI amplifies your leadership clarity or your confusion 14:14 – CNET's 77 inaccurate AI-written financial articles 16:30 – The AI arms race and adrenaline-driven decision making 17:30 – The paradox: speed AND quality as mutually complementary forces 21:17 – Reputational damage, trust, and the real cost of going too fast 22:35 – What we gain in efficiency vs. what we lose in the immeasurable 23:45 – The question to take with you: Where can you balance speed and quality? ABOUT THE HOSTS: Lee Ann Del Carpio is the founder and CEO of Deeply Human, Inc., with 25+ years guiding senior leaders through transformation in healthcare, biotech, and mission-driven organizations. Gretchen Terry-Leonard is the Chief Strategy & Impact Officer at the Center for Deeply Human Leadership, building the research institution investigating what sustained AI-assisted decision-making does to human judgment and moral agency. CONNECT WITH US: Website: https://www.deeplyhumanleading.com [https://www.deeplyhumanleading.com] Newsletter (The Deep Signal): https://deeply-human.kit.com/b1bfa01738 [https://deeply-human.kit.com/b1bfa01738] Spotify: https://open.spotify.com/show/4r7WnDnCOKqsgE8ShClMcv [https://open.spotify.com/show/4r7WnDnCOKqsgE8ShClMcv] YouTube: https://www.youtube.com/@DeeplyHumanLeading [https://www.youtube.com/@DeeplyHumanLeading] Lee Ann on LinkedIn: https://www.linkedin.com/in/leeanndelcarpio/ [https://www.linkedin.com/in/leeanndelcarpio/] Gretchen on LinkedIn: https://www.linkedin.com/in/gretchen-terry-leonard-8a92ab36/ [https://www.linkedin.com/in/gretchen-terry-leonard-8a92ab36/]
12 episodes
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