HomeResearch & Knowledgeback to HomeArtificial Intelligenceback to Research & KnowledgeYour company (and your life) in the hands of an AI agent?back to Artificial Intelligence

Case Study

Your company (and your life) in the hands of an AI agent?

By José Parra Moyano and Alix Rey

9 pages

April 2025

Order this case study

Reference: IMD-2666

The case study introduces an original way of exploring the many questions and concerns around AI adoption in business. Based on a true story, it discusses the dilemma of AI implementation through Joe, the CIO of ParcelFlow. Joe is getting ready to present his AI strategy to the company’s executive committee. Joe is also diabetic and on the morning of his presentation, he receives an AI-powered insulin pump. This is a life-changing event that raises both questions and fears that range from device functionality and safety to data privacy. Joe realizes that at his morning doctor’s appointment, he has just gone through the same process that the executive committee is about to experience. Will Joe succeed in convincing the executive committee to transition towards the use of AI agents? To ultimately transform ParcelFlow’s operations, Joe knows that answering the committee’s concerns is vital. Joe’s thoughts span the various stakeholders he needs to convince: Diane – the chief financial officer; Elena – the head of customer experience; Michael – the head of operations; Albert – the chief human resources officer; Robert – the legal counsel; and Lucy – the chief executive officer. Each stakeholder will have their own reservations and worries about the financial implications, customer experience, operational efficiency, workforce impact, legal compliance, and overall benefits of AI. Building trust is key for engaging people in this technological revolution. This can be achieved smoothly and rapidly by understanding, identifying and analyzing what AI is about and what it will do for us or our business. And most importantly, it must be accomplished with an excellent communications strategy.

Learning Objective

Understand the role of AI in general and of AI agents in particular, in digital and other areas.
Identify stakeholder concerns about integrating AI agents into critical business processes.
Analyze communication strategies on the benefits and limitations of AI agents for different audiences.
Examine challenges of integrating AI agents into existing systems and develop strategies.
Get insights into stakeholder questions upon the use of AI and explore the future of work.

Keywords

Artificial Intelligence, Digital, Strategy, Management Change, Artificial Intelligence - Human Interaction, Leadership, Healthcare, Pharmaceuticals, Medical Device, Data Strategy

Settings

Healthcare, Pharmaceuticals

Type

Generalized Experience

Available Languages

English

Related material

Teaching note

IMD case studies are distributed through case clearing houses. In order to browse the collection and purchase copies please visit the links below.

The Case Centre

Cranfield University

Wharley End Beds MK43 0JR, UK
Tel +44 (0)1234 750903
Email [email protected]

Harvard Business School Publishing

60 Harvard Way, Boston MA 02163, USA
Tel (800) 545-7685 Tel (617)-783-7600
Fax (617) 783-7666
Email [email protected]

Asia Pacific Case Center

NUCB Business School

1-3-1 Nishiki Naka
Nagoya Aichi, Japan 460-0003
Tel +81 52 20 38 111
Email [email protected]

IMD retains all proprietary interests in its case studies and notes. Without prior written permission, IMD cases and notes may not be reproduced, used, translated, included in books or other publications, distributed in any form or by any means, stored in a database or in other retrieval systems. For additional copyright information related to case studies, please contact Case Services.

Contact

Research Information & Knowledge Hub for additional information on IMD publications

Keep reading

Article

Leading Global Operations - Complexity and Change

Leading global operations through complexity and change in 2025 means embracing AI and ML to streamline supply chains and meet rising demands.

Artificial Intelligence Digital Leadership Strategy Supply Chain

By Ralf W. Seifert and Katrin Siebenbürger Hacki

in I by IMD

Article

So, what are these AI skills? - Frederik Anseel

AI is reshaping careers, but future-proof skills aren’t what you think. Vision, expertise, and deep knowledge - not hype - are key to success in an AI world.

Artificial Intelligence Decision Making Innovation Technology Management

By Frederik Anseel

in I by IMD

Article

Repairing reputational damage: don’t go the way of Boeing

All organizations should have a plan to secure trust during, after (and even before) a crisis hits. Here are a host of examples, good and bad, to learn from.

Leadership Resilience Strategy

By Michael Skapinker

in I by IMD

Case Study

The price of innovation: Will Medacta compromise its DNA by embracing robotics?

Strategy Innovation

By Carlos Cordon, Antonio Di Brino, Jesper Fibiger, Frank Kristensen, Soniya Soniya and Alison End Fineberg

Article

China's technology sector - AI innovation

China's technology sector leads global innovation with AI, semiconductor growth, and strategic diversification. R&D investments fuel success amid regulatory challenges.

Artificial Intelligence Digital Innovation Technology Management

By Mark J. Greeven and Sophie Liu

in I by IMD

Article

Strategy Meets Execution - Supply Chain

10 years of exclusive surveys reveal top supply chain strategy challenges—and how tools like AI, ML, and digital twins are reshaping the path forward.

Strategy Supply Chain

By Ralf W. Seifert and Katrin Siebenbürger Hacki

in I by IMD

Article

4 Key Guidelines for Success - Demystifying AI Use Cases

Uncover AI use cases and opportunities with 4 clear imperatives that align data with business value. Avoid pitfalls and ask the right questions.

Artificial Intelligence Strategy

By Didier Bonnet and Achim Plueckebaum

in I by IMD

Article

Tariff wars: How business leaders can survive and thrive

Stay ahead in a shifting global economy. Learn how to build resilient supply chains, manage currency risks, and adapt strategies for long-term business success.