The AI in Business Podcast Moving from Pilot to Profit in Service AI Deployments - with Amit Gupta of Danaher
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Aug 14, 2025 Amit Gupta, Chief Digital Officer at Danaher, discusses overcoming challenges in service AI deployments. He introduces a 70/30 buy-versus-build strategy to accelerate value creation. Amit emphasizes the importance of data integration and aligning AI initiatives with business goals. He outlines a structured approach to identifying high-impact use cases, involving cross-functional teams early, and fostering trust through transparency. This insightful conversation provides a roadmap for organizations looking to transition from AI pilots to impactful implementations.
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Adopt A 70/30 Buy-Build Split
- Buy a scalable platform first and avoid reinventing core capabilities.
- Build only the business-specific AI use cases and integrations on top to save time and cost.
Data Canonicalization Powers Service AI
- Data from ERP, CRM, and service systems must be canonicalized to fuel AI models.
- Clean, unified customer and order data directly enables better MTTR and first-time-fix outcomes.
Prioritize Use Cases By Impact And Ease
- Start with business outcomes and map customer journey to commercial journey before ideating use cases.
- Prioritize opportunities using a two-by-two matrix of ease of implementation versus business impact.