Designing the human system around AI. The case for AI at the task level is, we may now reasonably argue, beyond dispute. Research reveals that customer support agents resolve 14% more issues per hour. Junior consultants complete tasks 25% faster - and at higher quality. Power users compress what used to be weeks of work into hours. However, the case at the organisational level is altogether muddier. A National Bureau of Economic Research survey of nearly 6,000 executives across the US, UK, Germany and Australia found that 70% of firms now use AI in some form. Yet 80% reported no impact on productivity or employment over the past three years. PwC's 2026 Global CEO Survey landed in similar territory: just 12% of CEOs said AI had delivered both cost and revenue benefits, while 56% saw no significant financial benefit.
