Adoption Gaps Are Leadership Gaps in Disguise — Bryant Richardson, Real Blue Sky
About this episode
Bryant Richardson discusses how adoption gaps in organizations are actually leadership and experience gaps, and the implications for transformation efforts.
Adoption gaps are not technology problems. They are leadership gaps and experience gaps in disguise. In this episode, Bryant Richardson, ICMI Top 25 CX Thought Leader two years running, explains why organizations keep failing at transformation — and why the answer is not more training. TOPICS COVERED: • Why adoption gaps are really leadership gaps and experience gaps in disguise • The CRAFT Agilities Framework™ — the leadership system behind CX transformation • What a real enterprise platform failure looks like from the inside • Why chasing AI before fixing the experience is a costly mistake • How SMBs can use AI as a business intelligence tool right now • Contact center modernization: culture, metrics, and AI-assisted quality • Healthcare AI: where it is advancing and where legacy systems slow it down • Why nonprofits and mission-driven organizations have the same adoption challenge CHAPTERS: (00:00) Welcome and Introduction (02:55) Customer Experience as a Business Discipline (04:05) AI in the Contact Center: Automation vs. Intelligence (06:10) The CRAFT Agilities Framework™ Explained (08:57) Who Should Be in the Room: Leadership and Adoption (11:29) Real Client Story: The ERP…
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