GoTo's Olga Lagunova on why AI fails when humans can't figure out how to work with it

98% of IT leaders say they're using AI, yet 43% aren't measuring ROI and 80% admit they're not using it to its potential. Olga Lagunova, Chief Innovation and Technology Officer at GoTo, says the industry won the adoption battle but hasn't reached the outcomes it needs.Olga breaks down GoTo's federated AI steward model, where functional leaders own roadmaps and a central enablement team provides infrastructure. She explains why SMB pragmatism shaped their practical AI principles and how 39% of employees already report AI is eroding their skills.Topics discussed:Why 98% AI adoption still produces an outcomes gapGoTo's federated AI steward model for scaling transformationHow SMB customer pragmatism shaped practical AI principlesBuilding progressive trust with autonomous agents80% of customer context is unstructured and agents need itFrom tool to actor, how agency changed the AI equationDesigning agent governance around identity and guardrailsThe skill erosion problem 39% of employees already feelListen to more episodes: Apple Spotify YouTube