Show Notes
In Part 2 of this in-depth conversation, Sarah Jeanneault and Dwayne Kerrigan tackle one of the most misunderstood topics in modern business: AI implementation without foundational process. Drawing from Sarah’s background in education, finance, trading psychology, and her current role at ProcedureFlow, the discussion reframes AI not as a silver bullet—but as an amplifier of whatever already exists inside an organization. Together, they explore why many companies are failing to see ROI from AI investments, how skipping SOPs and governance creates chaos, and why leaders must slow down before they scale up. Using powerful metaphors—from sourdough baking to mountain biking—Sarah explains why meaningful AI adoption requires patience, critical thinking, and uncomfortable conversations. The episode also expands into leadership, parenting, culture-building, and the human elements AI will never replace: empathy, judgment, and connection. This is a grounded, honest conversation for leaders who want to use AI responsibly—without gambling their business on hype. Episode Highlights: 00:00 – Sarah introduces AI implementation using a sourdough recipe analogy 01:00 – Dwayne welcomes listeners and frames Part 2 02:00 – Imposter syndrome, fear, and language we use to protect ourselves 05:00 – Growth mindset and the “10 more steps” principle 08:00 – Parenting, resilience, and building long-term capability 12:00 – Leadership, culture, and why hard conversations matter 16:00 – Why AI investments often fail to produce ROI 20:00 – SOPs, governance, and backing the bus up 25:00 – Customer experience, AI chatbots, and human frustration 30:00 – Agentic AI, avatars, and future customer service models 35:00 – Why AI is already here and cannot be undone 40:00 – Doom scrolling, humanity, and preserving curiosity 46:00 – Data collection as preparation—not prediction 53:00 – Visual flows and simplifying complex knowledge 59:00 – AI timelines, human choice, and optionality 01:05:00 – Where AI helps—and where it shouldn’t replace humans 01:10:00 – Final reflections and resources Key Takeaways: AI amplifies broken systems, it doesn’t fix them SOPs, processes, and governance must come before automation ROI fails when AI is implemented for optics instead of outcomes Process clarity enables both humans and AI to perform better Not every industry, or company, is ready for AI at the same pace Data collection today enables smarter AI decisions tomorrow AI should augment human judgment, not replace it The future still belongs to human connection, empathy, and choice
Resources Mentioned: ProcedureFlow – Enterprise knowledge management platform - https://procedureflow.com/
Notable Quotes: “The only difference between a dream and a goal is a timeline.” - Sarah Jeanneault “I want people to think about implementation of ai, like you're following a recipe for something that's really tricky to cook.” - Sarah Jeanneault “ If you are willing to go 10 steps of uncertainty when you feel like you really need to stop, but you're gonna push for 10 more seconds, you are going to get so much further ahead of somebody else.” - Sarah Jeanneault “ Anything worthwhile is hard. If it's not, it's probably not worthwhile.” - Dwayne Kerrigan “ The real meaning behind imposter syndrome is, you know, am I enough?” - Dwayne Kerrigan
Sarah Jeanneault is the Vice President of Marketing at ProcedureFlow, where she’s helping redefine customer experience in the age of AI. With over 20 years of leadership across fintech, wealth management, and brokerage services, Sarah is an award-winning executive, speaker, and founder who brings both personal passion and professional expertise to the table. In 2023, she was recognized as one of the Top 10 Women Leaders in Finance in the U.S. Known for her dynamic mix of strategic vision and human-centered leadership, Sarah believes lasting success comes from having a goal, a dream, and the determination to pursue it—along with a willingness to keep le
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