Jewelry chain CEO: the hardest part of enterprise AI is unwritten business rules
akumar · x · 2026-11-07
Daniel's Jewelers CEO David Sherwood, speaking at a DFCG x OpenAI CxO lunch, says the hardest part of AI adoption is that the real rules of the business aren't written down anywhere. Executives can describe objectives, but the detailed knowledge of how decisions are made and which exceptions arise lives in employees' heads and daily workflows—extracting and translating that into a system may be the hardest part of implementation. He also cautions that "agentic workflow" is being thrown around like a meme, much as "machine learning" and "big data" once were: you can't just hand work to an agent.
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