GoTo's Olga Lagunova on why AI fails when humans can't figure out how to work with it

98% of IT leaders use AI. 43% aren't measuring ROI. 80% admit they're not using it to its potential. Olga Lagunova, Chief Innovation and Technology Officer at GoTo, breaks down why the industry won the adoption battle but still hasn't closed the outcomes gap. She shares GoTo's federated AI steward model, explains why previous AI waves gave you a tool while this one gives you an actor, and how 39% of employees already feel AI is eroding their skills. Chapters 00:00 | Olga Lagunova introduction 01:10 | GoTo and Olga's background 04:34 | What's broken in AI adoption 10:49 | Tying AI to business outcomes 16:28 | Building trust with autonomous AI 19:39 | Federated AI steward model 24:55 | Data and context management 29:56 | Agent governance and accountability 35:46 | SMB vs enterprise AI approaches 38:38 | Why this AI wave is different About Olga Lagunova Olga Lagunova is the Chief Innovation and Technology Officer at GoTo, where she leads the Innovation and Technology Organization, setting the company's technology strategy and guiding its AI transformation. She oversees engineering, UX, and shared technology teams. Before GoTo, Olga served as the first Chief Data and Analytics Officer at Pitney Bowes. She holds an MBA from the University of Pittsburgh Katz Graduate School of Business and an MS in Applied Mathematics from Moldova State University. Olga is an Adjunct Professor at Carnegie Mellon University. Connect with Olga Lagunova: LinkedIn:   / olgavlagunova   Learn more about GoTo LinkedIn:   / about   Website: https://www.goto.com/es Subscribe for more conversations with top technology leaders.