Wendy Kinney

Co-founder and operations lead at Summit Trails

Wendy Kinney is co-founder and operations lead at Summit Trails. She spent more than twenty years in workforce operations and WFO consulting across AT&T, Boeing, AIG, Nationwide, Farmers and the State of California, which is where the problem Summit Trails now solves came from. She writes about AI readiness, headcount mandates and what operations teams can actually measure before they commit to a number.

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An Alternative to McKinsey for AI Workforce Strategy, Summit Trails

AI Readiness

An Alternative to McKinsey for AI Workforce Strategy

Looking for a McKinsey alternative for AI workforce strategy? Most "strategy" failures are really data failures. Here are the four categories of alternative and how to choose.

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AI Operations Roadmap for Insurance: From Mandate to Measurable Impact, Summit Trails

Industry Roadmaps

AI Operations Roadmap for Insurance: From Mandate to Measurable Impact

Most insurance AI roadmaps start with technology. The ones that work start with what your claims and underwriting teams actually do. Here's a four-phase roadmap grounded in real...

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AI Deployment Roadmap for Operations: A Phased Plan That Survives Contact With Reality, Summit Trails

AI Readiness

AI Deployment Roadmap for Operations: A Phased Plan That Survives Contact With Reality

Most operations AI roadmaps stall in pilot purgatory because they start with technology, not data. Here's a six-phase deployment roadmap that begins with ground truth and measures every...

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The 90-Day AI Assessment vs. the 18-Month Consulting Engagement, Summit Trails

AI Readiness

The 90-Day AI Assessment vs. the 18-Month Consulting Engagement

A consulting firm samples your workforce over 12-18 months and hands you a deck. A ground-truth assessment captures the real work in 90 days. Here's how to choose.

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How to Challenge AI Headcount Targets With Data, Summit Trails

Headcount Mandates

How to Challenge AI Headcount Targets With Data

Instinct won't beat a board's headcount target. Activity-level ground-truth data will. Here's the 4-part evidence package that turns a gut feeling into a defensible case.

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AI Readiness Assessment for Operations: What It Is and How to Do It, Summit Trails

AI Readiness

AI Readiness Assessment for Operations: What It Is and How to Do It

Most AI readiness assessments check your infrastructure. The one that matters checks whether you know what your people actually do. Here's the five-pillar framework for operations.

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How to Respond to an AI Headcount Mandate (Without Guessing), Summit Trails

Headcount Mandates

How to Respond to an AI Headcount Mandate (Without Guessing)

Handed an AI headcount target you didn't set? Here's the responsible 5-step response: get ground-truth activity data before you cut, then answer the mandate or challenge it.

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How to Reduce Back Office Unit Costs with AI (Without Getting the Cuts Wrong), Summit Trails

AI ROI

How to Reduce Back Office Unit Costs with AI (Without Getting the Cuts Wrong)

Cutting headcount doesn't reduce unit costs - it reduces capacity. Here's how ground truth activity data reveals the real cost drivers, and how AI fixes them.

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Why 55% of Companies Regret AI-Driven Layoffs (And What They Got Wrong), Summit Trails

Headcount Mandates

Why 55% of Companies Regret AI-Driven Layoffs (And What They Got Wrong)

55% of companies regret AI-driven layoffs. They weren't bad leaders - they were working from bad data. Here's what the right data looks like before you act.

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What Is Workforce Intelligence? The Definition Operations Leaders Actually Need, Summit Trails

Workforce Intelligence

What Is Workforce Intelligence? The Definition Operations Leaders Actually Need

Workforce intelligence is the ground-truth data foundation operations leaders need before making AI implementation decisions. Here's what it actually means for your mandate.

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