STAGE 2 OF 5 · SCORE 21–40
Structured Formulation
You've graduated from pilots. There's an AI strategy on paper, a handful of workflows are repeatable, and the early efficiency gains are real. The risk now is plateauing — Stage 2 organizations stall when they treat early wins as the destination instead of the starting line.
STRATEGY
Documented and owned
An AI strategy exists on paper with named owners and a 12-month roadmap. It's no longer a slide in an off-site deck — it's referenced in OKRs and budget conversations.
OPERATIONS
Repeatable, partial SLAs
Two or three workflows are reliably repeatable, with KPIs reported weekly. SLAs exist for the headline workflow but not yet end-to-end. Observability is improving but uneven.
OUTCOMES
Measurable efficiency gains
Two to three functions show measurable lift — typically 15–30% on auto-resolution, deflection, or handle time. Wins are reportable, not anecdotal, and exec-visible.
Ready to operationalize Stage 2?
Stage 3 organizations don't run more pilots — they run fewer, with discipline. SLAs cover the whole workflow, not just the AI step. A single executive owns the outcome. Observability is continuous, not weekly. The move is from documented intent to enforced practice.
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