In Part 2 of this in-depth conversation, Sarah Jeanneault and Dwayne Kerrigan tackle one of the most misunderstood topics in modern business: AI implementation without foundational process.
Drawing from Sarah’s background in education, finance, trading psychology, and her current role at ProcedureFlow, the discussion reframes AI not as a silver bullet—but as an amplifier of whatever already exists inside an organization. Together, they explore why many companies are failing to see ROI from AI investments, how skipping SOPs and governance creates chaos, and why leaders must slow down before they scale up.
Using powerful metaphors—from sourdough baking to mountain biking—Sarah explains why meaningful AI adoption requires patience, critical thinking, and uncomfortable conversations. The episode also expands into leadership, parenting, culture-building, and the human elements AI will never replace: empathy, judgment, and connection. This is a grounded, honest conversation for leaders who want to use AI responsibly—without gambling their business on hype.
Episode Highlights:
00:00 – Sarah introduces AI implementation using a sourdough recipe analogy
01:00 – Dwayne welcomes listeners and frames Part 2
02:00 – Imposter syndrome, fear, and language we use to protect ourselves
05:00 – Growth mindset and the “10 more steps” principle
08:00 – Parenting, resilience, and building long-term capability
12:00 – Leadership, culture, and why hard conversations matter
16:00 – Why AI investments often fail to produce ROI
20:00 – SOPs, governance, and backing the bus up
25:00 – Customer experience, AI chatbots, and human frustration
30:00 – Agentic AI, avatars, and future customer service models
35:00 – Why AI is already here and cannot be undone
40:00 – Doom scrolling, humanity, and preserving curiosity
46:00 – Data collection as preparation—not prediction
53:00 – Visual flows and simplifying complex knowledge
59:00 – AI timelines, human choice, and optionality
01:05:00 – Where AI helps—and where it shouldn’t replace humans
01:10:00 – Final reflections and resources
Key Takeaways:
AI amplifies broken systems, it doesn’t fix them
SOPs, processes, and governance must come before automation
ROI fails when AI is implemented for optics instead of outcomes
Process clarity enables both humans and AI to perform better
Not every industry, or company, is ready for AI at the same pace
Data collection today enables smarter AI decisions tomorrow
AI should augment human judgment, not replace it
The future still belongs to human connection, empathy, and choice
Resources Mentioned:
ProcedureFlow – Enterprise knowledge management platform - https://procedureflow.com/
Notable Quotes: