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How Innovation Centers Navigate AI Hype and Deliver Real Results

  • AI results, Bigleaf Networks, business innovation, data diversity, design thinking, emerging technologies, executive insights, Go Beyond the Connection Podcast, InComm Payments, innovation centers, Michael Parlotto, network resilience, problem framing, voice AI
Michael Parlotto on innovation centers and AI results

How Innovation Centers Navigate AI Hype and Deliver Real Results

AI is easy to chase but hard to harness. Michael Parlotto, Vice President of Emerging Technologies at InComm Payments, shows how innovation centers can replace hype with discipline. His three-part process—problem framing, design thinking, and futures analysis—helps teams start with customer clarity, validate ideas through fast iteration, and safeguard launches after release. The result is innovation that performs in the real world and earns measurable business outcomes.

From Hype to Impact

Too often, organizations start with the tool instead of the problem. Michael’s approach flips that pattern. “Specifically for our team, for the innovation center, the customer focus is our number one priority, and right from the beginning, it was a pillar of all the work that we were doing.” His team at InComm’s Go Studio uses problem framing to uncover root causes and rank priorities before jumping to solutions.

“Forget about the technology upfront. It’s actually getting to the root cause of the problem that you’re trying to solve.” This mindset turns innovation into a structured process rather than guesswork. By encouraging a yes-and culture, Michael’s team unlocks contributions from across the organization and keeps discovery tied to measurable outcomes.

Key Takeaways

  • Start with customer clarity, not technology trends.
     • Use problem framing to align teams on what truly matters.
     • Prototype quickly to test assumptions and reduce rework.
     • Measure results through impact, not activity.
     • Protect launches with futures signals and resilient networks.

“We use a framework called problem framing, and whether or not you know the problem, you can get to what the root problem is, and then you can prioritize that list of problems to get to the ones that are really the big bets.” – Michael Parlotto

Voice Interfaces and Diverse Data Strengthen AI

Typing prompts can limit context and misinterpret intent. Michael’s team looks to voice interfaces to improve customer understanding. “We started looking at how voice could actually be used to help bridge the gap between the interface and the challenges that the customer is having with not getting the response that they wanted.”

His team’s AI chatbot for healthcare uses speech to capture natural tone and phrasing, producing more accurate and empathetic responses. Just as important, data diversity improves model performance. “The quantity wasn’t as important as the diversity of that data based on the problem that you were trying to solve.” Diverse inputs reduce bias, fill edge cases, and build AI that works for everyone.

Designing for Longevity

Innovation doesn’t end at launch. “Before you start ideating on the solutions, prioritize the problem as far as how much of an impact it is going to make to your business,” Michael explains. That principle extends from ideation through implementation and board reporting.

In embedded finance and beyond, his team ensures technology feels invisible but dependable. APIs enable seamless experiences, while the futures framework monitors emerging signals to protect value over time. This proactive cadence allows leaders to adapt early, preserving competitive advantage and customer trust.

The Lasting Advantage of Problem-First Thinking

Lasting innovation comes from clarity, not code. Michael Parlotto’s process helps innovation centers deliver measurable AI results by starting with customer needs, iterating fast, and planning for what comes next. For leaders navigating pressure to adopt AI, this framework offers a roadmap to create progress customers can feel and executives can prove.

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