Human-Centered AI Development Strategies for CPG Leaders - with Shaje Ganny of Procter & Gamble

The most dangerous myth in AI adoption isn't technical—it's the belief that technology can replace human judgment in emotionally driven industries like consumer packaged goods. Shaje Ganny, digital transformation director at Procter & Gamble, reveals that 95% of AI pilots fail not due to lack of capability, but because leaders skip the foundational question: 'Does this solve a real business problem?' He warns that companies like Klarna, which fired customer service staff for AI-driven decisions, faced massive backlash and had to rehire everyone—proving that human trust is more valuable than short-term cost savings. Ganny’s 'Three Cs' framework—company, consumer, and community—forces leaders to evaluate AI not just by efficiency, but by its impact on people. He debunks the 'zero-sum fallacy' of job loss, arguing that AI should augment, not replace, human talent, especially in emotionally charged domains like branding where AI creates 'uncanny valley' effects that alienate consumers. The real risk isn't automation—it's accountability: when AI fails, who is responsible? Ganny insists that engineers must be held accountable for how their systems are used, and that communities have a right to opt in or out of technological change that affects them.