Driving change: AI’s role in operations and leadership

By The Coffee Shops. 

Industry leaders explored how artificial intelligence is transforming supply chain operations, accelerating adoption and reshaping workplace culture. 

Editor’s note: This article was written by ChatGPT based on Karol Weymans’ notes from summit presentations. 

Artificial intelligence is reshaping the supply chain. At the recent SRS Distribution x InstaLILY AI Innovation Summit, attendees explored how AI is transforming operations, accelerating adoption and redefining what efficiency means across industries. Panel discussions highlighted innovation frameworks and operational scaling, as well as insights on change management and diversity in leadership. The recurring message from the panels is that success in the AI era depends as much on people and culture as it does on technology.  

Vision to Value: CTOs Driving AI Adoption in the Supply Chain 

The opening panel, moderated by Cory Gundberg, CTO of SRS, brought together technology leaders to discuss how AI is reshaping the supply chain. Panelists included Rajeev Rai, CTO of Ground Works; Charles D’Souze, CIO of HD Supply; and Brett Hecker, CIO of Tricor Braun, a leading packaging company. 

From the internet age to the AI era 

The panel began by reflecting on how the AI revolution differs from the internet boom. Charles noted that while the internet transformed industries, AI’s pace of adoption will be far faster, rewarding companies that are structurally prepared to adapt. Brett pointed to the disruption in sales and marketing, with AI enabling organizations to access and act on sensitive customer insights in ways that weren’t possible before. Rajeev emphasized the sheer breadth of possibilities, comparing AI’s potential to transformative platforms like Uber and DoorDash, which solved needs people didn’t even realize they had. 

Problems AI is poised to solve 

The panelists shared the challenges they are tackling with AI. Rajeev highlighted opportunities in call centers, where voice agents can handle routine inquiries, and in fieldwork, where AI-powered image recognition can provide instant solutions. Even something as simple as automated notetaking can deliver huge productivity gains. Brett pointed to the need for higher-quality leads, moving beyond volume-driven tools like Marketo to leverage AI for precision targeting.  

Rethinking change management 

The conversation turned to one of the biggest hurdles: change management. Brett described the challenge of keeping pace with technology that evolves every three to six months, a sharp contrast to the stability of past enterprise systems. Rajeev argued that entire business models are shifting, with job titles and functions evolving so dramatically that companies must embrace a culture of being “change ready” or risk falling behind. Charles explained that instead of manuals and large rollout events, change must now be introduced in small, digestible steps to meet employee expectations. 

Looking ahead 

Panelists shared what excites them most about the year ahead. Charles looks forward to AI eliminating low-value tasks, such as email management, freeing employees to focus on more meaningful work. Rajeev predicted enormous advances in AI proficiency, including agents indistinguishable from real people, even bilingual ones. He underscored that test and learn will be a defining mantra moving forward, as businesses and employees alike adapt to this transformative technology. 

Scaling Success: Operational Insights from Industry Leaders 

The second panel, moderated by Wills Weirich, chief supply chain officer at SRS, explored how industry leaders are applying AI to drive operational success and scale adoption. Panelists included Jonathan Drouin, VP of product strategy & design at WWEX Group, and Jeff Knapton, VP & general manager of construction products. 

Applying AI from the start 

Kicking off the discussion, Jonathan described how WWEX is integrating AI directly into workflows through chatbots, generative AI for costing and voice AI applications. These initiatives, he explained, are being embedded into existing processes rather than treated as standalone projects. 

Measuring success 

When it comes to evaluating results, Jonathan explained that success starts with a clear framework. His team begins with a thesis for what AI should impact, then tests, learns and refines. Even small changes, such as adjusting emails to improve response rates, create measurable value. For Jeff, success is about efficiency gains and customer relief. By automating or reassigning repetitive tasks, his team ensures employees can focus on higher-value work. 

Both leaders acknowledged the talent challenge. Jeff said that for his organization, which has deep roots as a legacy company, AI adoption represents a fundamental cultural shift. Building the right talent mix is a long-term effort, requiring a mindset change in how teams approach productivity and growth. 

The bottom line 

A recurring theme was the elimination of repetitive tasks. By removing low-value work, AI empowers employees to focus on higher-order responsibilities, creating not only productivity gains but also new opportunities for growth. 

Women in AI: Driving Change, Diversity and Strategic Adoption 

The final panel, moderated by Sonya Wells, CIO of SRS, featured leading women in AI discussing strategies for accelerating adoption, fostering diversity and planning for the future. Panelists included Emmanuela Delgado, GVP of Parts Town; Aihong Wen, head of applied AI at SRS; Monica Kelly, SVP of enterprise technology integration, SRS; and Baily Flores, director of data services at The Home Depot. 

Driving change and adoption 

The panelists agreed that while AI is a technology, its adoption is fundamentally a people initiative. Emmanuela explained that successful implementation requires strong messaging from leadership at all levels, combined with education and training. She emphasized that training should be ongoing and engaging, not “one and done,” and should start at the ground level regardless of prior experience. 

Monica shared insights from Walmart, where even straightforward AI tools required change management. Despite correct answers being available from AI systems, 40% of users still preferred human interaction, underscoring skepticism and concerns around cybersecurity. 

Diversity in AI 

Panelists stressed the importance of incorporating diverse perspectives. Aihong advocated for involving data engineering teams and business partners from multiple verticals to ensure transparency and a comprehensive understanding of the business.  

Governance and frameworks 

The panelists highlighted the need for structured governance. Emmanuela talked about establishing an AI Council, providing teams with freedom to innovate within a defined framework. Kelly underscored that AI is embedded in every aspect of operations, and organizations risk falling behind if adoption is delayed, particularly in security teams that are already struggling to keep pace. 

Looking ahead: The future of AI 

The panel underscored that accelerating AI adoption requires strategic leadership, inclusive perspectives, and practical frameworks. By embedding AI thoughtfully and leveraging early successes, organizations can drive meaningful change while preparing for the workforce of the future.