Jeremy Bruck of West Monroe on Building an Enterprise Operating Layer
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Executive InterviewAug 18, 202610 min read
In this interview, Jeremy Bruck, AI & Operational Intelligence Lead at West Monroe, discusses findings from the firm’s recent report, Building the AI-Native Enterprise, which features its Enterprise AI Transformation Index. Bruck explains why many organizations mistake AI integration for genuine operational connection and what changes when AI becomes an operating layer capable of responding to events, carrying context across systems and routing decisions. Drawing on a field-service implementation, he shows how structured intelligence reduced SLA breaches and repeat visits by roughly one-third. He also examines the gap between executive alignment and execution, the importance of workflow redesign and change management, and how businesses can limit vendor lock-in by retaining their context, decision logic and audit history. His recommendation is to begin with one workflow and one measurable KPI, prove value within 90 days, and build the...
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