98% Isn’t Enough: AI, Human Judgement and Mission-Critical Operations Artwork

Resilient Supply Chain — How Leaders Keep Business Moving

Resilient Supply Chain is for supply chain, operations, procurement and technology leaders who need practical ways to manage disruption, reduce risk and keep business moving.

Each Monday, former SAP Global VP and technology futurist Tom Raftery speaks with the executives, operators, founders and innovators redesigning how goods, information and decisions move through global supply chains.

These are candid conversations about what works in practice—not polished PR narratives or vague predictions. Guests explain how they are responding to supplier failures, geopolitical shocks, volatile costs, capacity constraints, changing regulations and rising pressure to improve both performance and sustainability.

The podcast examines:
Faster planning and decision-making under uncertainty
Supplier risk, sourcing strategy and business continuity
AI, automation, visibility and operational intelligence
Warehousing, logistics and fulfilment performance
Scope 3 emissions, circularity and responsible sourcing
The systems, incentives and organisational changes needed to turn data into action

The central question is simple: what helps a supply chain withstand disruption, adapt quickly and continue serving the business?

New episodes are published every Monday at 7am CET. Resilient Supply Chain+ subscribers also receive bonus analysis, highlights and briefings on emerging industry trends.

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Resilient Supply Chain — How Leaders Keep Business Moving

98% Isn’t Enough: AI, Human Judgement and Mission-Critical Operations

September 28, 2026 • Tom Raftery • Season 2 • Episode 142

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A 98% response rate sounds excellent—until the missing 2% includes police and ambulance calls. That is the problem with judging automation by averages when the exceptions carry the greatest operational risk.

My guest is Josh Gould, CEO of The Big Word, whose teams operate at the intersection of AI, human judgement and mission-critical language services. His experience exposes a wider business issue: automation can cut cost and increase capacity, but poor escalation design can create service, legal and continuity failures.

We examine why AI works best on repeatable volume, what changes when speed and accuracy start pulling in opposite directions, and why the handoff to a human matters more than many leaders assume. We also get into the economics: where automation genuinely lowers operating cost, where technology spend gets wasted, and why adoption may move more slowly than the current AI narrative suggests.

Listen now to understand where AI should run autonomously—and where resilient operations still need a human ready to take over.

If disruption hit tomorrow, would you know where your supply chain was most exposed? In 15 minutes my free scorecard helps you assess 27 resilience statements, calculate your score, and turn the result into three priorities and a 30 day action plan. You can download the scorecard free at tomraftery.com/scorecard.

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