Name: The Real Secret to Winning With AI (Hint: It’s Not the Tech)
Uploaded: 2025-12-11T17:00:00Z
Duration: 2 min 32 s
Description: Author and researcher Brené Brown and Lumen Technologies CEO Kate Johnson discuss how in the age of AI, customers don't want a vendor with a product—they want a partner.

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Author and researcher Brené Brown and Lumen Technologies CEO Kate Johnson discuss how in the age of AI, customers don't want a vendor with a product—they want a partner. Photo: WSJ Leadership Institute

https://m.wsj.net/video/20251125/476e35c9-6344-496c-9633-3dfc640dc328/1/hls/manifest-hd-wifi.m3u8

Author and researcher Brené Brown and Lumen Technologies CEO Kate Johnson discuss how in the age of AI, customers don't want a vendor with a product—they want a partner.

The Real Secret to Winning With AI (Hint: It’s Not the Tech)

One of the biggest struggles that I think people are dealing with right now with AI is no one is interested in a vendor with a product. Sales functions are just dying right now because what people want is they want a partner in a collaboration across companies, yes or no? I mean, there's not a place that's not opening up an advisory arm right now, and most of them really suck at it, and I'll tell you why. You and I, you used to call me and say, "Listen, we're working on this data center. "I need this thermal cooling, "I need this, I need this, I need need this. "And I'm gonna shop it, and how much is it gonna cost? "When can you deliver?" And the answers here, now people are calling, and the call sounds like, "Hey, I don't know what's going on. "I don't even understand exactly what we're building, "and I need it by the beginning of the next quarter, "and shit." And then we'll put together this cross-company collaboration and thought partner. It's happening everywhere, every industry. What do you think is the first issue that emerges when these two teams come together? Data governance, IP. What emerges, you think you're gonna get a lot of people in here that can't have explicit conversations about trust. Those days have to be, "Hey, we're glad you're here. "We're excited about this deep collaboration. "Let's get everything on the table right now about "what's gonna work "and what's not gonna work about any IP "that emerges from this conversation, "and who's gonna be in charge of data governance "and private privacy. "We need to talk about that right up front." What works for you? Let me tell you what doesn't work for me and what does work for me. The number of leaders that I think can have that conversation, one in 100.

We just won a very large contract with a technology company for that exact reason. They don't know what they want. They want a partner that could be flexible. We oftentimes have to dig holes and lay cable. And when you say, "Oh, I decided my data center is not gonna be there, "it's gonna be over there," that's a problem. And so we tend to be very inflexible. And I sat with the CEO of that company and I said, "What's it gonna take?" And she said, "If you can figure out a way to be agile with me, "you'll get all my business." And I said, "How long do I have?" And she said, "I'll give you a 90-day trial. "And at the end of the 90 days, "we got just an influx of huge amount of business. "'cause we changed the contract, we changed how we meet, "we changed how we talk, we changed the metrics, "we changed everything." And it was all about the agility . Impressive.

And that's relational. Understand-

We-

that it's operational excellence and technical precision, but that is relational leadership, not transactional leadership.

The WSJ Leadership Institute Presents: Leaders. A new podcast series bringing you revealing conversations with top executives shaping business today. Hosted by Alan Murray, president of the WSJ Leadership Institute, the series goes beyond headlines to explore how leadership really works in times of upheaval, transformation, and uncertainty. Our first episode was released Monday, Sept. 22, at 5:00 a.m. ET, with new episodes every other Monday.