Return on Intelligence: Leading through transformation: Why AI success starts with systems, culture, and trust

Presented by the BMO Institute for Applied Artificial Intelligence & Quantum

In this episode of Return on Intelligence on Markets Plus, Kristin Milchanowski sits down with Lt General Ross Coffman (Ret.) Army Futures Command to explore why so many organizations struggle to scale AI and technology investments. While companies continue to prioritize new tools and capabilities, the conversation underscores a fundamental truth: transformation is not a technology challenge; it’s a systems and leadership challenge. From redefining decision-making processes to aligning teams around clear outcomes, success begins with understanding the problem to be solved before deploying solutions.

Drawing on lessons from military leadership and large-scale transformation, Coffman highlights the critical role of culture, discipline, and trust.

Organizations that foster curiosity, empower teams, and communicate clear end states are better positioned to move from experimentation to enterprise-wide impact. Ultimately, scaling AI is about more than speed; it requires starting small, building momentum through proven success, and earning trust at every level. When leadership, culture, and purpose are aligned, technology becomes a true force multiplier for driving long-term business value.

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