Fix Your Process Before AI Breaks It with Sawsan Hamawandy

AI will not fix a broken process. Sawsan Hamawandy joins Alyssa Nolte to rethink how companies build better buyer experiences before they rush into AI. Too many teams want the shiny new tool, but their lead forms, demo process, sales handoffs, and follow-up steps are already full of friction. Sawsan makes the case for getting the basics right first. If your process is hard for people to follow, AI will not magically make it better. It may just help you break things faster. Alyssa and Sawsan talk about what today’s buyers expect, why form fills are higher intent than many teams realize, and how small points of friction can cost you real pipeline. They also dig into why clear beats clever, how AI can support better customer experiences, and why teams need to stop asking buyers for information they could easily find themselves. If you care about B2B marketing, sales process, customer experience, AI strategy, or pipeline conversion, this conversation will make you look at your buyer journey differently. Key takeaways: 1. Fix the process before you add AI AI works best when the process is clear. If your team cannot explain the steps, your AI tools will not save you. 2. Remove friction from the buyer journey Long forms, extra emails, required phone numbers, and slow follow-up can turn strong leads away before they ever talk to sales. 3.Treat buyer data like currency Every field you ask for has a cost. If the value exchange does not feel fair, people will leave. People and resources mentioned: Neil Patel Laura Costa Sam Dunning Breaking B2B Alyssa’s Substack: alyssanolte.substack.com Alyssa on LinkedIn: linkedin.com/in/alyssanolte