FQ AI Summit 2026
Accountability, Reskilling and Process Change
What to check before AI savings change staffing, and how to hand a customer to a person with the context.
My notes from attending the FQ AI Summit in New York, November 10, 2026.
- What should happen when a customer service AI cannot solve the problem?Define When Customer Service AI Must Hand the Case to a Person
- How do I know whether a process needs AI or needs to change?Check Whether a Step Is Needed Before Adding AI to the Process
- How can I tell whether an AI training program will help people do their work?Build Reskilling Around a Job Task Someone Will Need
- Can an AI audience tell me whether customers will like an idea?Prepare With a Synthetic Audience, Then Ask Real Customers
- How do junior employees build judgment when AI prepares more of the work?Preserve the Practice That Helps Junior Colleagues Develop Judgment
- What should an AI transformation brief say beyond what we plan to add?Write a Transformation Brief That Names What Will Stop
- How should customer service employees report recurring AI mistakes?Give Customer Service Staff a Way to Correct the System
- How do I pass a customer from AI to a person so they do not have to start again?How to Hand a Customer to a Person With the Full Context
- How should an employer choose reskilling support?Compare Reskilling Options by the Work They Prepare People to Do
- What should leaders check before using AI savings to make workforce plans?An AI Efficiency Estimate Cannot Settle a Staffing Decision
- What can a pilot fail to tell us about a larger rollout?What a Small Trial Can and Can't Show About a Wider Rollout
- Is an executive sponsor enough to own an AI initiative?Why an AI Initiative Needs a Business Owner and a Process Owner
- When should we stop treating each AI problem as a special case?Use an Exception Log to Find a Broken Process
- Who should help design a workflow that sends work to another department?Invite the Receiving Team Into Workflow Design
- How do I write an honest AI progress update without making it sound indecisive?Put an Unresolved Question in the Executive Update