In this episode, VP of Client Partnerships, Becky Cross, sits down with Chief Strategy Officer, Fred Franks, about what AI can reliably replace today while noting “agentic AI” can take limited actions using statistical prediction and pre-programmed logic. They warn against extremes of avoiding AI entirely or trying to replace everything, emphasizing that relational work and human creativity should not be fully automated.

For leaders deciding when to invest, they recommend focusing on governance and guardrails, especially data protection, comparing data’s role in the AI revolution to electricity in the industrial revolution. They also advise professionals to intentionally learn AI skills as adoption accelerates.

For more information about AI strategy: https://www.fittechnologies.com/it-services/managed-it-msa/

In this episode, Service Delivery Director, Rob Broida, argues that “people first” and AI-enabled support are compatible, emphasizing AI as a background tool that assists humans rather than replacing them. A people-first, AI-enabled help desk should feel like the agent knows the client’s business and environment, using AI to reduce effort, provide context, summarize requests, categorize tickets, and spot patterns while keeping ownership and relationships with users. He stresses that automation should handle repeatable tasks, but humans must lead when nuance, accountability, urgency, business impact, or heightened emotions arise, avoiding frustrating handoffs. Key AI adoption mistakes include automating before documenting processes and using AI primarily for cost cutting, which can create “fast mess.” FIT avoids pitfalls by automating documented low-friction work, keeping clear human escalation paths, and measuring quality, resolution, satisfaction, and confidence—not just speed.

Learn more: https://www.fittechnologies.com/it-services/managed-it-msa/

On this episode of What The Tech, host and FIT’s VP of Client Partnerships Becky Cross talks with CEO Adam Tubbs about what responsibility and real ownership look like in an ESOP. You’ll hear Adam talk about how ownership shows up when goals and accountability cascade through department-level VTOs (Vision Traction Organizer within EOS), empowering teams with measurable outcomes tied to company goals, continuous improvement, and peer recognition aligned to the core value “own it.” He explains his leadership shift toward making decisions in the best interest of all employee-shareholders and advises leaders to build trust, avoid micromanagement, and provide clear priorities and measurables so employees know if they’re “winning.” For organizations considering an ESOP, he stresses the hardest truth is the need for transparency, clarity of vision, and connection across all levels.

For more information on the culture at FIT, visit our website: https://www.fittechnologies.com/our-story/