I’m thinking like a 3 year process here… starting from yesterday…
1 - RIF+Restructure Care Leadership
2 - Scale voice AI
3 - Remove “centers of excellence” (every rep is trained on everything; true “gen” care again)
4 - Scale voice AI higher
5 - RIF low performers
6 - Scale voice AI higher
7 - “AI powered Care”. Reps led by AI front end; using AI powered tools to solve problems.
8 - Scale voice AI
9 - RIF low performers
10 - Strengthen fully scaled voice AI
11 - Agentic AI “assistants” for reps that they monitor/train/score
12 - Merge voice AI with the Agentic AI assistant
13 - “Digital Twin” of the rep achieved.
14 - Scale “Digital Twin”