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Case Study

Your company (and your life) in the hands of an AI agent?

By José Parra Moyano and Alix Rey

9 pages

April 2025

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Reference: IMD-2666

The case study introduces an original way of exploring the many questions and concerns around AI adoption in business. Based on a true story, it discusses the dilemma of AI implementation through Joe, the CIO of ParcelFlow. Joe is getting ready to present his AI strategy to the company’s executive committee. Joe is also diabetic and on the morning of his presentation, he receives an AI-powered insulin pump. This is a life-changing event that raises both questions and fears that range from device functionality and safety to data privacy. Joe realizes that at his morning doctor’s appointment, he has just gone through the same process that the executive committee is about to experience. Will Joe succeed in convincing the executive committee to transition towards the use of AI agents? To ultimately transform ParcelFlow’s operations, Joe knows that answering the committee’s concerns is vital. Joe’s thoughts span the various stakeholders he needs to convince: Diane – the chief financial officer; Elena – the head of customer experience; Michael – the head of operations; Albert – the chief human resources officer; Robert – the legal counsel; and Lucy – the chief executive officer. Each stakeholder will have their own reservations and worries about the financial implications, customer experience, operational efficiency, workforce impact, legal compliance, and overall benefits of AI. Building trust is key for engaging people in this technological revolution. This can be achieved smoothly and rapidly by understanding, identifying and analyzing what AI is about and what it will do for us or our business. And most importantly, it must be accomplished with an excellent communications strategy.

Learning Objective

Understand the role of AI in general and of AI agents in particular, in digital and other areas.
Identify stakeholder concerns about integrating AI agents into critical business processes.
Analyze communication strategies on the benefits and limitations of AI agents for different audiences.
Examine challenges of integrating AI agents into existing systems and develop strategies.
Get insights into stakeholder questions upon the use of AI and explore the future of work.

Keywords

Artificial Intelligence, Digital, Strategy, Management Change, Artificial Intelligence - Human Interaction, Leadership, Healthcare, Pharmaceuticals, Medical Device, Data Strategy

Settings

Healthcare, Pharmaceuticals

Type

Generalized Experience

Available Languages

English

Related material

Teaching note

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