AI is everywhere — but real value remains elusive.

In this episode of The CX Algorithm Podcast, Dr Eslam Afifi is joined by Kiron Ravindran, Professor and Department Chair of Information Systems and Technology at IE Business School, to cut through the noise and examine what’s actually working — and what isn’t — in today’s AI-driven organisations.

Together, they explore why so many AI initiatives struggle to deliver ROI, despite unprecedented investment and capability. The conversation unpacks the growing gap between AI output and human understanding, the rise of “attention-span AI,” and how polished machine-generated answers can create an illusion of expertise rather than better decision-making.

A key focus of the episode is the shift from automation to AI augmentation — why the most successful organisations are using AI to enhance human judgment rather than replace it. Kiron shares insights on where AI creates genuine productivity gains, where it consistently fails, and why IT productivity hasn’t improved at the pace many leaders expected.

The discussion also looks ahead to the next wave of AI — from intelligent agents to context-aware systems — and what leaders must rethink to design work that is more focused, human-centred, and outcome-driven.

This episode is for leaders and practitioners looking to move beyond AI hype — and design technology that truly creates value.

About the guest

Dr Kiron Ravindran has over 15 years of teaching and research experience and currently serves as Chair of the Information Systems and Technology area at IE Business School. He holds a PhD from the University of California, Irvine, a Postgraduate Diploma in Management (International Business), and a Bachelor of Technology in Mechanical Engineering. His research focuses on the economics of information systems, with published work across IT outsourcing, cloud computing, robotics, blockchain startups, and organisational networks. Originally from India, Kiron has lived and worked across the Middle East, North America, and Europe.

🔗 Connect with Kiron Ravindran on LinkedIn:
https://www.linkedin.com/in/kironravindran/