In today’s episode of Consulting the Future, we welcome Carla DeSantis, Partner in Operations Transformation at PwC, for a timely and thought-provoking conversation. Carla unpacks the key findings from PwC’s latest Trends in Digital Operations Survey, offering a rare, inside-out view of why so many companies are still struggling to achieve returns on their technology investments in supply chain and operations.

Among the findings, one statistic looms large: 69% of companies report they are not seeing the expected benefits from their tech investments. Carla explores the underlying reasons, including the complexity of integrating new solutions with legacy systems, persistent data quality challenges, and a narrow focus on isolated pain points instead of holistic transformation strategies. She urges leaders to rethink how they approach operational change, emphasizing the need for systemic, end-to-end thinking that moves beyond siloed initiatives.

A particularly fascinating part of our discussion centers around AI integration. While nearly all respondents to the survey are experimenting with generative AI, only 20% report widespread operational use. Carla shares what differentiates successful AI adoption efforts: clear, specific use cases that augment human capabilities rather than seeking to replace them. She addresses common misconceptions about AI, particularly the dangerous notion of AI as a silver bullet or a tool for workforce reduction, and highlights the risks that come with misaligned expectations.

Carla also stresses the human element behind digital transformation. She advocates for reimagining workforce training as an ongoing journey of continuous learning rather than a one-off event. By involving detractors early and balancing encouragement with accountability, leaders can build a workforce that embraces, rather than resists, new technologies.

Finally, Carla looks ahead, discussing how sustainability and evolving regulatory frameworks are becoming increasingly pivotal in shaping operations strategies. She invites listeners to explore PwC’s Digital Operations Report, which provides industry-specific insights and actionable recommendations for companies navigating today's digital complexities.

How is your organization approaching digital operations transformation? Are you creating real, sustainable change or chasing short-term fixes? Tune in to gain deeper insights from Carla DeSantis and explore new ways to align technology, people, and strategy for lasting impact.