November 2025
Intermediate to advanced
352 pages
5h 54m
English
Content preview from Move First, Align Fast
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CHAPTER 3The Misalignment Spiral: How Resistance Becomes Risk
When invisible friction compounds into visible failure.
The quarterly board meeting was going exceptionally well. Sarah Martinez, chief digital officer at a Fortune 500 financial services organization, presented slide after slide of impressive metrics from their $45 million AI underwriting transformation.[1]
Eighteen months into deployment, the numbers told a compelling story: 94% system adoption across all regional offices, 87% daily active usage, cycle time reductions of 40%, and overwhelmingly positive feedback from training programs.[2] The AI underwriting assistant, powered by advanced machine learning models, was processing significantly more data in less time than ever before. Leadership had every reason to celebrate.
But three floors below the boardroom, in the underwriting operations center that produced those glowing numbers, the reality looked different. Regional Vice President David Chen watched his underwriters dutifully log into the AI system each morning, keeping usage metrics high. On straightforward policies, they leaned on the tool to pull data together quickly. But when complex commercial cases crossed their desks—especially those with unusual liability or outsized financial exposure—their behavior shifted. The AI’s recommendations were scanned, then quietly sidelined. Useful as research, yes. Trusted as judgment, no. What looked like adoption on dashboards was, in practice, hesitation at the ...
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.