The Human Element

Building ROI-First AI Adoption

In this episode of The Human Element, Toshiba Americas CHRO Jason Desentz lays out a blueprint for AI that starts not with tools—but with trust, ROI, and clarity. He shares how Toshiba is training its workforce to be “AI-ready,” launching Toshiba University and an internal network of AI champions to demystify new technology and normalize adoption.

Jason explains how to prove business value with low-disruption pilots—beginning with recruiting—and why organizations should avoid AI bloat by sticking to platform consolidation and impact-effort prioritization. He introduces his “set, forget, reflect” framework for iterating with discipline and discusses how running 100+ projects at once creates career development and cultural momentum.

From defining the 80/20 rule for pilot design to knowing when to “hire” your first AI teammate, his approach is about measured progress over flashy announcements—and leading with curiosity, not fear.

Show Notes

Guest: Jason Desentz, Chief Human Resources Officer, Toshiba Americas
Host: Barb Bidan, host of The Human Element

Key Takeaways

• Start where ROI is clear: prioritize use cases like recruiting that deliver value fast with minimal disruption.
• Build AI literacy first: launch “AI-ready” training, designate champions, and normalize tools like Copilot/ChatGPT.
• Prevent AI bloat: favor platform consolidation; add AI only when it spans end-to-end workflows employees will use.
• Pilot with rigor: define utilization and effectiveness metrics, timelines, and a cost-benefit case before scaling.
• Design for the 80%: implement for the majority and manage edge cases later to avoid paralysis.
• Iterate with discipline: “set, forget, reflect”—measure, tweak, or practice planned abandonment when results lag.

Key Timestamps
[00:45] – ROI-first AI: two guideposts (low disruption, better EX) and starting with recruiting
[03:20] – Getting AI-ready: Toshiba University, LMS, Copilot, and AI champions
[06:25] – Avoiding AI bloat: cautious adoption vs. hype and fear of obsolescence
[08:37] – Impact–effort approach: prove value with low-hanging fruit, then tackle bigger bets
[10:32] – Pilot design: trust-building, cost-benefit, dashboards, and the 80/20 rule
[14:16] – “Set, forget, reflect”: continuous improvement and planned abandonment
[16:32] – Running 100+ HR projects: pace, culture, and project-based development
[21:07] – Platform consolidation, when to “hire” an AI teammate, and success metrics to watch

Transcription

Barb Bidan:
Welcome to The Human Element, presented by Wisq. I’m your host, Barb Bidan, and in each episode, I sit down with CHROs and senior HR leaders to explore how AI innovation and human insight are reshaping the future of HR.

We’ll share candid stories, practical ideas, and strategic perspectives to help you shape the future.

The Human Element is brought to you by Wisq, the leader in agentic HR and creator of Harper, the world’s first AI HR Generalist. Learn how Harper can resolve up to 80 percent of routine HR tasks autonomously at wisq.com.

Today, I have Jason Desentz, Chief Human Resources Officer at Toshiba Americas, with me. Jason is a seasoned global people leader known for transforming underperforming units into high-performing teams, leading large-scale workforce transformation, and bringing a practical, results-first lens to AI, talent strategy, and culture building.

Thank you so much for joining me today, Jason.

Jason Desentz:
Thanks for having me. I appreciate being here. I’m looking forward to talking.

Barb:
You’ve said you favor a cautious, well-thought-out approach to AI. How are you framing Toshiba’s AI strategy so that it’s practical and focused on real outcomes, not the hype?

Jason:
The challenge for many HR professionals is thinking about AI from a business perspective. For me, it’s about how to build the ROI case.

AI isn’t cheap, so if you can show ROI in one area, the adoption rate elsewhere will be higher.

I start with two guideposts for any implementation: minimal disruption to the business and an improved employee experience. When I can prove those two things, I’m golden.

Recruiting is where I start because it’s low impact and the ROI is easy to demonstrate. It’s also a good place to show value quickly and build trust.

Barb:
What foundations are you building to raise literacy and enable smart adoption?

Jason:
We launched Toshiba University with a new LMS and course catalog to get people “AI-ready.”

We’re building an AI Ready course starting with ChatGPT and Copilot, and creating AI champions across departments. They’ll serve as train-the-trainer mentors.

Understanding AI first is critical. Generationally, some people think “Terminator.” Others think, “Duh, we’ve been using this.”

We need the basics first so people can apply it meaningfully in business.

Barb:
How do you avoid AI bloat after a decade of HCM consolidation?

Jason:
Be strategic about adoption. Run toward it, but not blindly.

Show ROI and improve the experience. Ask: is it scalable, usable, and does it create real value?

Some fear AI means being replaced. But like robotics in manufacturing, it won’t erase jobs, it will reshape them.

We should focus on skills to learn and tasks to automate. Start with low-hanging fruit, then move to high-impact projects.

Barb:
How do you structure pilots to prove value and build trust before scaling?

Jason:
Trust comes first. I build it through influence and transparency.

We show the cost-benefit case and define metrics, ROI, dashboard visibility, and utilization.

I apply an 80/20 rule: build for 80 percent and manage the remaining 20 percent. Otherwise, you get paralyzed and never implement.

Too often we “set and forget.” I prefer “set, forget, reflect.”

Measure what’s working, tweak it, or practice planned abandonment if it’s not. Iterators, not just innovators, make the real impact.

Barb:
How do you balance urgency and culture while running so many projects?

Jason:
It’s fast-paced but fun. Continuous improvement fuels creativity and growth.

Projects help my team develop skills across functions. Benefits people learn comp, comp learns talent ops.

It’s a development engine and a culture builder.

Barb:
Let’s do a lightning round. What’s one misconception HR leaders have about AI?

Jason:
That if they’re not doing it, they’re not progressive. That’s wrong.

You don’t have to be first; sometimes it’s better to be second. Let the bugs get worked out first.

Barb:
What’s one metric you trust most for AI pilot success?

Jason:
Utilization rate.

Are we using it to its full capacity, and is it delivering value?

If it’s recruiting, is it really producing the top ten candidates?

Barb:
Platform consolidation or best-of-breed AI bot?

Jason:
Platform consolidation. It streamlines the experience and makes HR less cumbersome.

But if I can “hire” an AI bot, train it, and make it a real team member, then I’m in.

Barb:
Final advice for HR leaders starting their AI journey?

Jason:
Listen, learn, and lead.

Listen to the basics, learn from others, and lead by asking questions. Be curious.

Don’t treat AI as a shiny toy; test its impact and keep asking how it’s working.

We start life as a question mark and end as a period. Go back to being the question mark.

Barb:
Beautifully said. Be curious, practical, and purposeful.

Jason, thank you so much for joining me on The Human Element.

Jason:
Thanks again for having me. I really enjoyed it.

Barb:
And thank you to everyone listening to The Human Element, presented by Wisq.

Follow and subscribe wherever you get your podcasts. I’m Barb Bidan, see you next time.