Commonwealth Bank reversed plans to replace 45 call centre staff with an AI chatbot. The move caused a jump in customer calls and backlogs. McDonald’s also pulled AI voice ordering after errors like ice cream topped with bacon. Experts say successful rollouts start with a clear business issue. Teams should launch quickly with real customers to test what works. They should pick a manageable issue first and scale complexity later. Swiss Re made AI tools available early for non-core work to build familiarity. Nicola Parton warns against treating AI as a tech rollout rather than business change. Ed Carter at Griffin says measuring output beats counting AI usage hours. Florian Mueller at Bain says AI strategy needs executive ownership, not delegation. HSBC appointed its first chief AI officer in April. Some companies place AI under IT or the CEO instead.