EY: we found your biggest AI blind spot. It’s called the ‘tempo gap’

Patricia Camden is EY Studio Customer Experience and Loyalty Leader, and John Dubois is EY Americas AI Strategy Leader.

Most organizations think their biggest AI problem is adoption. It isn’t. It’s tempo.

There is enormous pressure on companies to move faster with AI. Customer interactions are expected to feel immediate. Internal decisions are speeding up, and work that once stretched across days can now happen in minutes. People, however, still need time to process information, weigh choices, and build confidence in what they’re seeing.

After working with enterprise clients across industries, we’ve identified a pattern most organizations haven’t named yet. We call it the “tempo gap”: the point where machine speed begins to outpace human comprehension.

For years, digital systems largely operated at human tempo. A person searched for information, completed a task, or moved through a workflow, and the technology responded. Even sophisticated systems moved at a pace people could follow. AI changes that dynamic because systems are no longer just responding to requests. Increasingly, they interpret intent, generate recommendations, and move interactions forward before people have fully processed what’s happening. As AI becomes embedded across customer and employee experiences, the experience itself starts moving faster.

In our work, the effects show up in three recurring........

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