When companies rush to adopt AI and robotics, they often make a critical mistake: they focus on the technology first and the people second. Dr. Don Capener, Chief Strategist at Chang Robotics, flips this approach on its head. In his conversation with John Golden, he reveals why putting humans at the center of automation isn’t just ethical—it’s the smartest business decision you can make.
The Real Purpose of Automation
Here’s the truth most executives miss: automation isn’t about cutting headcount. It’s about freeing your team from soul-crushing repetitive work so they can do what humans do best—think creatively, build relationships, and solve complex problems.
Take healthcare as an example. When Chang Robotics deployed delivery robots in hospitals, nurses weren’t replaced. Instead, they stopped spending hours shuttling supplies and started spending that time where it matters most: with patients. The result? A 94% approval rating from nurses themselves.
Why Resistance Happens (And How to Prevent It)
People don’t resist change—they resist being changed. That distinction matters enormously.
Before rolling out any automation project, Chang Robotics brings everyone to the table: frontline workers, managers, IT teams. They run feasibility analyses that aren’t just technical assessments but conversations about fears, hopes, and practical concerns. This upfront investment in human connection pays dividends when implementation begins.
The secret sauce? Start small, celebrate wins loudly, and never spring surprises on your team.
Communication That Actually Works
Simon Sinek’s famous advice to “start with why” isn’t just motivational fluff—it’s essential for automation success. Employees need to understand the purpose behind changes. Are you automating to reduce workplace injuries? To help the company compete globally? To give workers time for more meaningful tasks?
Be specific. Be honest. And most importantly, create space for two-way dialogue. The best ideas often come from the people closest to the work.
The Diversity Advantage
Here’s something fascinating: diverse teams implement automation more successfully. Why? Because people with different backgrounds, roles, and perspectives spot problems and opportunities that homogeneous groups miss entirely.
Don’t just have your engineering team design the solution. Include the people who’ll actually use it daily. Test with different age groups, experience levels, and cultural backgrounds. The technology that works for everyone is built by everyone.
AI as Your Copilot, Not Your Replacement
Dr. Capener has a clear perspective on AI: it should do the heavy lifting while humans make the meaningful decisions. Use AI to crunch data, draft initial reports, or handle routine queries. But keep humans in charge of strategy, relationship-building, and judgment calls that require empathy.
The companies winning with AI aren’t replacing people—they’re amplifying human capability.
Safety Creates Innovation
Physical and psychological safety aren’t nice-to-haves; they’re prerequisites for innovation. Modern automated facilities design for worker safety from day one. But equally important is psychological safety—creating an environment where people can experiment, fail, learn, and try again without fear.
When your team feels safe, they innovate. When they fear punishment for mistakes, they hide problems until they become disasters.
The Bottom Line
Automation done right doesn’t replace your workforce—it elevates it. By involving people early, communicating transparently, embracing diversity, treating AI as a partner rather than a replacement, and building cultures of safety, companies can create workplaces where both humans and technology thrive.
The future isn’t about choosing between people and machines. It’s about designing systems where both work together, each contributing what they do best.
Our Host
John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist, he has conducted over 1500 video interviews of thought leaders for Sales POP! online sales magazine & YouTube Channel and for audio podcast channels where Sales POP! is rated in the top 2% of most popular shows out of 3,320,580 podcasts globally, ranked by Listen Score. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.
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