How Legacy Teams at H&R Block Adopt AI Without Losing Their Expertise

About the Video: In this video, we explore how H&R Block is balancing AI and new technology with the human expertise and trust at the core of its business. We discuss citizen development, how ideas from the field influence the technology roadmap, and the challenge of creating a consistent digital experience while serving customers and tax professionals who may have relied on the same processes for decades. Timestamp: 0:00 Can Employees Build Their Own AI Tools? 0:40 Where Good Technology Ideas Come From 1:01 Creating a Consistent Customer Experience 2:15 Balancing AI With Human Connection 3:06 The Biggest Challenge With New Technology 3:32 Modernizing Decades-Old Processes 4:39 Bridging Legacy and Digital Experiences 5:58 Why Trust Still Matters in Tax 6:26 Making New Technology Easy to Adopt