Half of my leadership team wants to aggressively automate our back-office tasks using modern software to drive valuation up, while the other half believes this will ruin our personalized service brand and wants to keep hiring humans. How do we resolve this fundamental strategic divide so we can move forward with one voice?

Question

Tyler Smith · Accepted Answer

A fundamental strategic divide on technology or automation can paralyze a company. If your leadership team is split on this issue, it will confuse your managers and stall operational progress. You must resolve this debate using the IDS process to ensure you move forward with one voice.

First, define the core conflict clearly. Put the AI versus human hiring issue on your Level 10 Meeting agenda. Allow both sides to state their cases fully, focusing on data and business outcomes rather than personal feelings. Refer back to your V/TO, specifically your Core Focus and your 3-Year Picture. Does aggressive automation support or threaten your long-term goals and target market?

Second, look for a middle ground through real testing. Instead of making an all-or-nothing decision, agree on a small, measurable test. For example, automate one specific back-office process for ninety days and track the impact on customer satisfaction and efficiency. Use actual Scorecard numbers to evaluate the results rather than relying on assumptions.

Once the data is in, the leadership team must make a final decision. Under the EOS framework, even if some leaders disagree with the chosen path, once a decision is finalized, everyone must align and support it. There is no room for passive resistance. A united leadership team is critical to maintaining operational health.