Table 4 AI enablers and related quotes... | Emerald Publishing

Table 4

AI enablers and related quotes

Enablers	Quotes
Managers’ commitment	“[It is fundamental] having colleagues’ direct involvement and commitment at all the different levels, and large participation in the initial project and design phase” [Interview #10] “It was clear to me right away that it wasn’t going to be easy; it was essential to making everyone understand that, despite the obstacles, if we had worked together, we would have achieved important results in the near future.” [Interview #19] “The most important is the sponsorship of the company’s top management, who make people realise how important it is to invest in knowledge, adopt the logic of digital transformation and explain the value of these solutions” [Interview #34] “Having management commitment, top manager, understanding and supporting AI is key” [Interview #36] “In light of the high investments required to implement the new AI tools, I had to be the first to believe that they would work, that they would allow us to work better, to achieve more. And I believed it, but I had to convince everyone else too!” [Interview #47]
Agile organisational structure	“To fully harness the power of AI tools, our organizational structure must be as agile as the solutions we seek to implement” [Interview #27] “Agile process for implementation … it’s very important” [Interview #29] “To have a lean and clean organisation, which also has the ability to manage innovation in terms of knowledge with external start-ups and specialised agencies, to facilitate the collaboration process with these, which are often small and therefore need to be approached in a simple manner” [Interview #34] “Adopting AI isn’t just about integrating new tools; it’s about ensuring our organization’s structure is able to evolve with the rapid pace of technological innovation” [Interview #44]
Number of customers	“The volume of our customers is the very catalyst pushing us toward AI adoption, ensuring each of them will be able to receive a tailored experience” [Interview #28] “With our growing customer base, AI tools aren’t just an option; they’re a necessity!” [Interview #32] “The number of customers to be managed: the higher the number, the more the need to implement a more advanced system arises” [Interview #35]

Enablers	Quotes
Managers’ commitment	“[It is fundamental] having colleagues’ direct involvement and commitment at all the different levels, and large participation in the initial project and design phase” [Interview #10]“It was clear to me right away that it wasn’t going to be easy; it was essential to making everyone understand that, despite the obstacles, if we had worked together, we would have achieved important results in the near future.” [Interview #19]“The most important is the sponsorship of the company’s top management, who make people realise how important it is to invest in knowledge, adopt the logic of digital transformation and explain the value of these solutions” [Interview #34]“Having management commitment, top manager, understanding and supporting AI is key” [Interview #36]“In light of the high investments required to implement the new AI tools, I had to be the first to believe that they would work, that they would allow us to work better, to achieve more. And I believed it, but I had to convince everyone else too!” [Interview #47]
Agile organisational structure	“To fully harness the power of AI tools, our organizational structure must be as agile as the solutions we seek to implement” [Interview #27]“Agile process for implementation … it’s very important” [Interview #29]“To have a lean and clean organisation, which also has the ability to manage innovation in terms of knowledge with external start-ups and specialised agencies, to facilitate the collaboration process with these, which are often small and therefore need to be approached in a simple manner” [Interview #34]“Adopting AI isn’t just about integrating new tools; it’s about ensuring our organization’s structure is able to evolve with the rapid pace of technological innovation” [Interview #44]
Number of customers	“The volume of our customers is the very catalyst pushing us toward AI adoption, ensuring each of them will be able to receive a tailored experience” [Interview #28]“With our growing customer base, AI tools aren’t just an option; they’re a necessity!” [Interview #32]“The number of customers to be managed: the higher the number, the more the need to implement a more advanced system arises” [Interview #35]

Source: Authors’ own work