How AI Upskilling and CX Are Reshaping Work w/ Mitch Doering

AI capability becomes meaningful only when organizations build the conditions for people to use it well.Matt Egol and Mitch Doering, Global Head of People Technology at Wayfair, examine AI adoption through the lens of culture, leadership, and organizational design. Rather than focusing only on platforms and technical capability, the conversation looks at the systems that shape employee confidence, experimentation, and long-term behavior change.Mitch describes Wayfair’s approach to enabling AI across its corporate population, including formal onboarding to responsible AI use, company-wide hackathons, and experimentation with third-party tools before narrowing to a smaller set of priorities. The discussion highlights how adoption grows when employees are given space to test, learn, and share practical use cases across functions.The episode also explores how leaders influence the pace and quality of change. Formal levers such as training, role expectations, and measurement matter, but so do informal levers such as peer networks, cultural norms, and the example leaders set through their own behavior. That combination becomes especially important when organizations are trying to move from isolated experimentation to embedded ways of working.Additional themes include customer listening, experimentation versus research, the role of leadership experience in transformation, and the career lessons Mitch has carried across Target, Amazon, PwC, and Wayfair. The conversation offers a useful perspective for leaders trying to connect AI adoption with broader organizational effectiveness.Listen on Spotify: https://open.spotify.com/show/2OKVpTrPgHPnSw2WeZWJpM?si=-1nDvG10QuGSnoxYfsRmUQ