AI reshapes leadership & customer service, say execs

Technology leaders are using Worldwide AI Appreciation Day to highlight how artificial intelligence is reshaping decision-making, leadership and customer service inside organisations. Their comments suggest rapid adoption, paired with a more cautious, strategic approach to deployment.

Across sectors including networking, observability and insurance, AI is moving into everyday operations rather than remaining in isolated experiments. Executives describe a shift away from hype towards more targeted projects that address specific business problems.

Philippe Deblois, Vice President, Global Solutions Engineering at Dynatrace, said many large organisations have launched agentic AI initiatives but have yet to scale them fully. He pointed to internal research showing that about half of these projects remain in the proof-of-concept or pilot stage.

"AI Appreciation Day is a chance to recognise the progress organisations have made, but also to be realistic about what's next. While investment continues to grow, around half (https://www.dynatrace.com/info/reports/the-pulse-of-agentic-ai-in-2026/) of agentic AI initiatives are still in the proof-of-concept or pilot stage. That's a reflection of where the market is today. Organisations can see the opportunity, but they're taking a measured approach as they work out how to deploy these systems in ways that are secure, reliable and practical."

He said the discussion around AI now focuses less on theoretical potential and more on operational outcomes and governance.

"The conversation has also matured. It's no longer centred on what AI could do, but on where it can solve genuine operational challenges and support better, faster decision-making. As these systems take on more responsibility, trust becomes less of a nice-to-have and more of an operational requirement," Deblois said.

He added that organisations aiming for higher levels of automation need stronger data and clearer success metrics.

"As we look ahead, AI must be treated as a strategic capability, not just another tool. Success depends on a strong foundation of high-quality data, clearly defined objectives and a focus on measurable business outcomes. Organisations that achieve fully autonomous digital ecosystems will be those that begin with a clear purpose and build on trust, transparency and demonstrable business value," Deblois said.

At Extreme Networks, AI already shapes both product development and corporate decision-making. Markus Nispel, Chief Technology Officer EMEA and Head of AI Engineering, said the technology now underpins his workflow from initial research to execution.

"AI has transformed every stage of my work, from research to execution. It helps me identify risks, keep initiatives on track and, when used correctly, accelerate the journey from an idea to a demonstrable prototype. It's a fundamentally different way of innovating. While it does not invent anything by itself, it supercharges human creativity. It doesn't just answer questions, but challenges assumptions, connects ideas and helps turn early thinking into something worth building. Another big advantage is how quickly it can synthesise information. Company assessments for partnership and M&A considerations that once took days can now be completed in hours, freeing me to focus on strategy, judgment and where I can add the most value," Nispel said.

He said AI is also reshaping expectations of how leaders spend their time and where they add judgment.

"AI is transforming leadership by giving leaders better data, deeper insight and greater transparency. But while AI can inform decisions, it can't own them. Leadership will always be about judgment, accountability and the courage to make the final call. AI won't change every role in the same way, but it consistently frees people from time-consuming tasks so they can focus on higher-value work. We're already seeing experienced teams use AI to deliver significantly greater productivity, particularly in software development, while improving both quality and speed. The greatest opportunity isn't replacing human expertise; it's amplifying it," Nispel said.

Australian small business insurer BizCover shows how AI is moving into customer-facing channels. The company uses ChatGPT to let small business owners request insurance quotes in natural language, while also applying AI across compliance, risk and technology functions.

BizCover surveyed 965 Australian small business owners in 2025 and found that 80% were already using AI or planned to adopt it.

"Quoting insurance through ChatGPT is just the start. At BizCover, AI strengthens our compliance and risk management, elevates customer service, powers what we build in tech and makes our teams more efficient. It's proven one thing to us: if you can imagine it, AI can help get you there," said Dino Tius, Chief Information Officer at BizCover.