In the second part of this live Tech Summit episode, Scott Kinka continues his conversation with Chris MacFarland and Gary Sorrentino, confronts the biggest challenges facing CIOs today. The discussion opens with the reality of Shadow IT, noting that ChatGPT is the fastest-growing application in this category. Gary Sorrentino argues that fighting user-driven tools is futile; instead, CIOs must embrace them to understand what employees need to do their jobs better.

Chris MacFarland is the Chief Development Officer of Comcast Business, playing a pivotal role in the company's massive bets on AI infrastructure, robotics, and customer engagement. He provides an operator's view on deploying AI to enhance customer experience and dramatically increase internal efficiencies, such as using generative AI for code development and contract administration.

Gary Sorrentino is the Global CIO of Zoom, bringing over four decades of technology experience and a focus on how to keep employees curious while maintaining a secure and productive environment. He is a leading voice on the critical need to evolve success metrics and leadership muscles to manage the rapid progress of new technologies like AI.

To find out how Bridgepointe Technologies helps businesses make IT decisions faster with world-class engineering support and ongoing guidance, head to https://bridgepointetechnologies.com/

Episode Highlights:

ChatGPT has become the fastest-growing shadow IT app, proving that employees use unauthorized tools to solve real problems. Instead of treating this as a compliance issue, CIOs should ask why existing systems fall short. Interview teams using shadow AI to understand their needs, then design sanctioned tools that achieve the same outcomes safely. One insurance firm did this by turning unsanctioned ChatGPT use into an approved AI writing assistant, boosting efficiency and compliance. This shift turns IT from an enforcer into an enabler, improving productivity while reducing risk.

Less than half of internet traffic now comes from humans—AI agents, IoT devices, and automated systems dominate the rest. Most IT infrastructures still monitor for human patterns, leaving blind spots in bandwidth management and threat detection. CIOs should audit their environments to identify sources of machine-to-machine traffic and ensure tools can monitor them effectively. A financial firm discovered security gaps in API-to-API communications, revealing how outdated monitoring can miss key risks. Adapting networks for post-human traffic is now critical for security and performance.

Return-to-office mandates fail because many leaders still manage with outdated, presence-based playbooks. By 2030, a new generation of leaders will value results over office attendance, aligning with Gen Z’s demand for autonomy and balance. Companies clinging to rigid policies risk losing top talent to more flexible employers. Forward-thinking organizations are shifting from “where work happens” to “what outcomes matter,” as seen in Comcast’s hybrid success. Redesigning around outcomes—not mandates—keeps talent engaged and reduces operational costs.

Leading across five generations means abandoning command-and-control management in favor of coaching. Employees now value personalized feedback and autonomy over rigid evaluation cycles. Weekly check-ins focused on development and needs outperform traditional annual reviews. One tech firm cut turnover by 23% after switching to weekly coaching conversations. This approach builds trust, accountability, and engagement across all generations.

By 2030, at least 10% of employees will work alongside or report to AI agents—a change more cultural than technical. AI won’t replace people outright but will take over specific decisions and repetitive tasks. Companies that start designing human-AI collaboration now will gain a huge advantage. Pilot programs in areas like customer service and data processing show that managing AI “teammates” requires new coaching and trust models. Preparing for this shift today ensures smoother adoption and stronger talent attraction tomorrow.
Episode Resources:

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