The challenge of operational visibility

If most organisations score under 30 out of 100 on operational excellence, the root cause is usually the same: they don't actually know how their business runs. In this discussion, Will and Kiran tackle a deceptively simple idea — most leaders know what their business outputs, but not what it does. Close that gap, and a whole layer of opportunity opens up: better management information, sharper strategic decisions, and the platform you need to consume AI and automation at scale. The conversation gets refreshingly honest about ROI. Why do we expect AI to pay itself back inside 12 months when no one would demand the same of an Oracle or SAP rollout? Will makes the case for getting value at every stage of the journey, while Kiran shares how Vistra saw results in just eight weeks by giving operational managers visibility of what work was happening and who was doing it. There's also the human reality: moving away from individual mailboxes, tracking spreadsheets and staff goodwill towards a systematic, AI-enabled way of working — and the genuine change management that transformation demands. A candid look at operational visibility, realistic AI returns, and why control is the foundation everything else is built on.