Demystifying AI – How Organisations Can Embrace What They Don’t Understand

In today’s rapidly evolving landscape, Artificial Intelligence (AI) has become a buzzword that inspires equal parts curiosity and hesitation. Many organisations are eager to leverage AI’s potential but find themselves held back by a lack of understanding. Many CEOs recognise the AI hype but also have high expectations for how AI will transform their organisation

In a recent meeting conversation, I asked; do you really understand what it is? Their answer; not really. So, the question is, how can you embrace and optimise the use of something you don’t fully grasp? Here are 5 critical starting points for you as a leader.

1. As a business leader you need to start with an understanding of the wider AI ecosystem; breaking AI down into relatable concepts, tools and methods.
2. You also need to understand their applicability to your spectrum of business outcomes, from enhancing employee productivity, to driving transformational change and enabling future business growth.
3. Next, you need to ensure you understand and have the most appropriate type of business case for each with clarity if and when you can expect a Return on Investment (ROI).
4. Your role also includes setting clear boundaries based on an understanding of the benefits and limitations of different AI related tools and methods. Boundaries will focus on enhancing trust, and range from governance and policy related boundaries to technology, data security and information risk management.
5. Finally, you need to consider your AI maturity and your roadmap for AI in your organisation; perhaps, starting small, and creating opportunities for your teams to experiment in a safe, guided environment.

There is a lot to know, cover and unpack but in this first in a series, I start with awareness and demystification.

Demystifying AI.

Imagine being handed a child to care for, a child full of curiosity and potential but who doesn’t yet understand the world. Your role is to guide, teach, and nurture them. Now, replace that child with Artificial Intelligence (AI). When you are first handed that child, it might feel exciting and mysterious, but, like a child, AI is not as an intimidating force but something we shape, teach, and learn from. It is not an uncontrollable robotic overlord:”; a bit like a Dalek in Dr Who, out to exterminate and take over our jobs. While this is true, it is also fair to say that we do not fully understand the potential of this powerful tool and we have a responsibility to understand it, train it and put the relevant safeguards in place to ensure the child is not a danger to use and itself.

AI is Not Magic, It’s a Tool

The truth is far simpler: AI isn’t magic, it’s just a powerful tool (in reality a nested ecosystem of concepts, tools and methods) built on maths, logic and data. At the most basic level, it’s built on code. .... I'll simplify this further in a subsequent article.

When applied correctly, it can transform how organisations operate; enhancing efficiency, enabling smarter decisions, and potentially unlocking new revenue streams.

But like any tool, AI requires guidance to work effectively. Think of AI as a child, curious, full of potential, but reliant on you to teach it the right lessons. If businesses are the “guardians” of AI, it’s their responsibility to ensure it’s trained and guided to address their specific challenges, from streamlining processes to improving customer experiences.

Why Some Organisations Struggle to Embrace AI

The hesitation to adopt AI often comes from two key concerns:

1. Fear of the unknown: AI can feel intimidating, especially for those who aren’t tech-savvy.
2. Uncertainty about ROI: Many leaders wonder if AI is worth the investment or if it’s just another passing trend.

These barriers are understandable but surmountable. Understanding AI doesn’t require a technical background. Instead, think of it as an evolving tool we’ve developed to make life easier. It’s not here to take over the world; it’s here to help us solve problems and streamline processes and many of us are using it today.

At its core, AI is a product of human ingenuity. It’s a collection of algorithms and statistical models designed to process data and perform tasks that typically require human intelligence, things like recognising speech, identifying patterns, or making predictions.

In its early years, AI was like a newborn—capable of basic tasks but heavily reliant on strict rules and constant human oversight. It could solve equations or play simple games, but it lacked the independence to learn from its mistakes. Fast forward to today, and AI has grown into a precocious child, capable of recognising faces, writing essays, and even creating artwork. But just like a child, it still requires guidance and boundaries and if not well guided, can be prone to hallucinations.

Once you break it down, it’s far less intimidating than it seems.?

Reality Check: You Have Been Using AI, So Have Your People

For example, when you ask your smartphone to set a timer or play a song, AI is at work. Similarly, when your email systems automatically filters out spam, that’s AI too.

When considering use in your organisation, you will need to continuously need to navigate the AI build:buy continuum, tailoring their AI strategies to reflect the nature of their business.

Organisations will need to adapt their use of AI tools and methods to their sector. For example, in a heavily regulated sector like insurance I expect the focus will be on building systems that enhance trust with a mix of carefully vetted embedded AI applications and stringent controls over a “Bring Your Own AI” (BYOAI) tools, while a smaller organisation may take a more proportionate approach with more embedded AI applications.

In some of my recent meetings, I have observed that a client has used a BYOAI transcription tool to take meeting notes and actions. While this may be acceptable in smaller organisations, it may be lesser so in larger regulated organisations or those that handle sensitive customer information. This is one area where IT strategy, governance and control needs to play catch up.

Start Small, Think Big

AI doesn’t have to mean a massive, organisation-wide transformation on day one. The most successful AI adopters start small, identifying a specific pain point to address. For example:

• Customer service teams can use AI tools to automate repetitive queries and free up time for high-value interactions.
• Finance teams can apply AI to streamline forecasting and detect anomalies in financial data; I will share a real case study on this soon.
• Operations teams can optimise workflows and reduce downtime through predictive analytics.

Starting small gives your teams the confidence to experiment, measure outcomes, and build momentum for larger AI initiatives. However, as mentioned above, start with clarity of the outcomes, build your business case, examine your ROI and have appropriate governance and controls in place.

Empower and Protect Your Teams

Adopting AI isn’t just about technology—it’s about empowering people on the one hand, as well as managing the behavioural implications on your people having an AI tool as a team member. Organisations that embrace AI successfully will do so by fostering a culture of experimentation whilst managing change. They will do so by:

1. Providing hands-on exposure: Teams learn best by engaging directly with AI tools.
2. Creating a safe environment: Employees need the freedom to explore without fear of failure.
3. Showcasing practical use cases: Highlight how AI can solve real business problems relevant to their roles.
4. Investing in AI Change management: Address the emotional and behavioural implications of AI on their people.

By enabling teams to experiment with AI in a guided setting, you not only build technical capability but also spark innovation and enthusiasm across the organisation.

Moving You Forward

This article is the first step in your demystification journey and I have kept the concepts simple.

However, there are many tools and methods in the AI ecosystem, and the secret sauce is to combine the right ingredients to achieve your outcomes. The next article will be cover “How AI Learns – A Practical Guide for Business Leaders”

AI doesn’t have to remain a mystery. At Crowe, we specialise in helping organisations like yours demystify AI and translate its potential into practical results. Here’s how we can support you:

• Board, Leadership and Team workshops: We’ll run engaging sessions to introduce your teams to the basics of AI, showcasing tools and technologies that are shaping the future.
• AI Strategy, Vision and Roadmap: Work with you to define your organisation’s AI vision, prioritise opportunities, and create a clear, actionable plan to integrate AI for long-term success.
• AI Governance and Control: Guide and help you implement frameworks to manage AI risks, ensure ethical use, maintain compliance, and optimise performance with robust governance structures.
• AI Readiness and Maturity Assessment: Evaluate your organisation’s current capabilities, identify gaps, and determine readiness to adopt AI effectively for business impact.
• Use Case Management: Discover high-impact AI opportunities, prioritise them strategically, and ensure seamless implementation and scaling for measurable business results.
• Safe experimentation environments: Empower your teams to test and explore AI solutions tailored to your business challenges without risk.
• Custom use case demonstrations: Provide demos for you to firsthand how AI can transform business problems.

Let’s help you and your teams understand AI, identify where it can make an impact, and build confidence to experiment and innovate.

Contact us today for a complementary discovery session and start your AI journey with us.