In a recent episode of The Digital Impact, host Charles Verhey sat down with Artie Chang, President & CEO of PanTerra Networks, to unpack the real power of AI in business.
While many view AI as a tool for faster workflows, Chang framed it as something larger: a transformative force that can teach, upskill, and ultimately elevate human capability. With decades of experience across the PC, internet, and cloud revolutions, he positioned AI as the next “awe tidal wave”, one that demands leadership, foresight, and adaptable guardrails.
A Different Kind of Tech Revolution (01:53–03:34)
Chang drew parallels between AI and past innovations like the personal computer and the internet. The difference, he explained, lies in scope of impact.
“AI can be used for teaching humans how to improve themselves, how to go from unskilled workers to skilled workers.”
For business and IT leaders, this reframing is significant: AI goes beyond speed and automation; it focuses on building organizational capabilities. Companies that approach AI as a training and development partner, and not just a digital assistant, will gain a competitive advantage in workforce performance.
Guardrails and Governance: The True Test (04:31– 06:11)
Unlike earlier waves of technology, AI evolves at an exponential pace. With that speed comes risk. Chang warned that the biggest challenge is the absence of effective governance rather than job loss.
He emphasized the need for fluid, adaptive guardrails, systems of oversight that evolve as the technology itself evolves:
“We can even use AI itself to help adjust, evaluate, and create new rules — or refine existing ones — to make AI better for itself and for humanity.”
For CIOs, compliance officers, and business decision-makers, the message is clear: governance strategies must be iterative, vigilant, and dynamic. Overregulation risks stagnation, while under-regulation risks trust and reputation.
Jobs Reimagined: Upskilling Over Replacement (09:06–14:17)
When addressing AI’s impact on employment, Chang drew on historical precedent. Much like previous waves of automation, AI will shift — not erase — the human workforce.
Unskilled job displacement will be replaced by skilled job increases. So yes, the trend will hold.”
This is a strategic point for business leaders: instead of resisting change, invest in upskilling initiatives. Companies that proactively train employees to use AI as a coaching tool will not only retain talent but also build more adaptive, resilient organizations.
Case Study: CupBop and AI-Enhanced Communication (14:17–16:18)
Chang highlighted a practical example from PanTerra’s Streams.AI platform. CupBop, a fast-growing food franchise with more than 30 locations, struggled with inconsistent interpretations of meeting notes across supervisors.
By adopting AI-driven transcription, summarization, and sentiment analysis, CupBop achieved clarity and alignment across its operations.
For distributed workforces, the lesson is significant: AI can act as a consistency engine, ensuring communication and decision-making remain reliable across geographies and teams.
A Crawl-Walk-Run Path for SMBs (16:18–18:52)
For smaller organizations, the risks of hallucinations or data leaks can feel daunting. Chang recommends a measured adoption strategy:
- Crawl: Start with narrow, low-risk use cases (e.g., AI receptionist).
- Walk: Expand into summarization, routing, and sentiment analysis.
- Run: Integrate AI broadly across communications and workflows.
This pragmatic approach lowers reputational risk while building trust internally. Leaders who adopt gradually will create durable foundations for AI at scale.
Humanity’s Next “Awe Tidal Wave” (25:30–26:30)
Chang closed with a reminder that AI is not the first disruptive force humanity has faced. Fire, the wheel, medicine, the Internet, each reshaped society in profound ways.
“AI is another awe tidal wave, but it’s not the first and it won’t be the last. Humans will continue to survive, thrive, and create many more awe-based tidal waves.”
For PanTerra, this perspective ties directly to its mission: to empower modern communication systems that scale with human ingenuity. AI transcends just improving efficiency; it plays a crucial role in empowering people and businesses to succeed in a future characterized by adaptability, clarity, and growth.
To explore the full conversation, you can listen on Apple Podcasts: https://podcasts.apple.com/no/podcast/the-digital-impact-business-tech-and-ai/id1821900562
About PanTerra Networks
PanTerra is a leading provider of secure, AI-powered customer engaging communication solutions, serving mid-market and enterprise organizations with a focus on performance, reliability, and customer success. With over a decade of innovation in the customer engagement and UCaaS space, PanTerra continues to deliver intelligent solutions that help teams move faster, collaborate smarter, and connect better.
Learn more at: https://www.panterranetworks.com
Contact information:
For more information, please visit www.panterranetworks.com or call us at +1 800.805.0558 or email us at info@panterranetworks.com.