
How CXOs can lead transformation in the AI era
The role of the Chief Experience Officer (CXO) is undergoing a profound transformation in the age of AI. Here are the tools and strategies to lead this transformation effectively....

by Heather Cairns-Lee, Eugene Sadler-Smith Published January 29, 2026 in Brain Circuits • 3 min read
Don’t accept or reject AI recommendations indiscriminately: use your intuition as a litmus test. If something doesn’t feel right, go find out why. Allow your gut feeling to trigger deeper investigation.
Teach yourself and your team to ask, “Does this explanation make sense in our context?”, rather than, “Do I like this answer?”
Intuition often manifests as hesitation or discomfort. Normalize the idea that it’s okay to question AI outputs, especially when explanations don’t feel satisfying. This avoids both blind trust and reactive dismissal.
Humans often get it right when they question AI with good cause. Encourage teams to log and analyze instances where intuitive disagreement with AI led to better decisions, and build those patterns into future system design or training. The “traffic light” model below summarizes some tactics for managing situations when humans and AI agree or disagree.

Even in the age of AI, intuitive intelligence will give us an edge and enable us to continue to add value. Leaders who know when to trust their gut, when to interrogate AI, and how to balance both intelligences – machine and human – will be better equipped to lead in a future where decision-making is based on human inputs and machine outputs.

Affiliate Professor of Leadership and Communication
Heather Cairns-Lee is Affiliate Professor of Leadership and Communication at IMD. She is a member of IMD’s Equity, Inclusion and Diversity Council and an experienced executive coach. She works to develop reflective and responsible leaders and caring inclusive cultures in organizations and society.

Professor of Organizational Behaviour at Surrey Business School
Eugene Sadler-Smith, Professor of Organizational Behaviour at Surrey Business School brings his deep expertise in leadership development and intuitive intelligence to the conversation, offering unique insights and actionable strategies for leaders, entrepreneurs, and professionals.

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