Article
Designing AI for Adoption: From Pilots to Products
Why do so many AI pilots stall? Mastercard’s Mara Pometti believes the issue isn’t merely technical, it’s experiential. AI scales only when there is adoption, and adoption is powered by experience. If interactions with AI feel cranky, irrelevant, or misaligned with users’ expectations, engagement collapses and pilots die — and even the smartest model can’t recover a broken experience.