Neil Hoyne, Chief strategist at Google and author of 'Converted', joins Pini Yakuel, Founder and CEO, to dissect how organizations often prioritize optimization over customer needs. They highlight that behavioral rigidity, not technology, hampers innovation. The duo advocates for adaptable, outcome-driven teams that foster customer connections. They explore how small shifts in team structures can lead to significant improvements in customer experience and suggest that AI should amplify, not replace, genuine human strategy.
