The most important lesson for CIOs

Earlier this summer, I moderated a panel discussion for the Pittsburgh Technology Council with 5 local CIO/sCAOs. As we talked about their career journeys, lessons they’d learned, and how they add value, I kept hearing the same theme.

Listening. Empathy. Really understanding what your users, your customers, and your team members across the business are going through. Doing that positions you to be a proactive partner who can deliver true business value.

As the pace of everything speeds up and we’re all racing to adopt the latest and greatest new tech, somehow we think communication can be sped up or even skipped. As technologists, it's easy to assume we already know what our users need.

But it’s so important that we take the time to fully understand the original business problem. That may mean going out into the field, talking with customers and users, or getting them to screen share with you to see what is REALLY happening with your own two eyes (and ears!).

Once we’ve truly heard our users, the next step is working with our business partners to create the solution together. Finding quick wins and incremental value along the way. Measuring impact. Refining as we go.

Even beyond building the right thing, change management takes time, too.That part doesn’t just happen on its own, no matter how good the solution. Tech is fast, but change is human, and most people don’t love it.

These reminders weren't explicitly about AI projects. But they apply directly. No matter what you’re trying to do with AI, you don’t start with the tool. You start with the people. Understanding their pain points and the problems they need solved. Hearing your team’s concerns and helping them see that AI isn’t there to replace them, but to give them more power to make an impact.

The tools will keep changing. But the people who listen first will always be those who get the work done - AND bring people along to actually make the changes