Building AI Into Your Operations for Scalable Growth With Nisha Balwani

In This Episode AI can help a company scale, but it can't fix processes the company doesn't understand. In this episode, Adi Klevit interviews Nisha Balwani, second-generation CEO of RCI Technologies, about how she helped double the company's revenue without doubling its headcount. When Nisha stepped into leadership, one of her priorities was understanding and formalizing how work actually got done. Rather than hiring another person every time a problem appeared, the company identified bottlenecks, streamlined processes, and added people primarily where higher-leverage roles were necessary. Adi and Nisha explore why this operational foundation matters even more as companies adopt AI. Nisha shares that one of the biggest lessons from building AI tools internally was discovering how much critical knowledge still lives inside people's heads. A company can purchase or build sophisticated technology, but that technology still needs the expertise of the people who understand the process, including the exceptions and edge cases that may never have been documented. This is why knowledge transfer and process design have to happen alongside AI implementation. The conversation also gets practical about where companies should begin. Nisha recommends prioritizing AI projects according to potential return, particularly processes connected to cash flow, profitability, invoicing, reporting, and expensive administrative work. She also cautions businesses against simply automating an inefficient workflow. Once AI becomes part of the equation, steps may be eliminated, combined, or completely redesigned. The opportunity isn't merely to make the existing process faster. It is to understand the process well enough to build a better one.