Becoming AI Native: How a Non-Tech CEO Transformed Brinks Home

Most companies talk about AI.
Few actually become AI-native.

In this episode of the podcast, Laks and Charlie sat down with Bill Niles, CEO of Brinks Home, who’s leading one of the most compelling AI transformations in the service industry—without being a tech guru.

We didn’t talk about futuristic robots or cutting-edge hardware. Instead, we explored how a lawyer-turned-CEO used conviction, culture, and customer obsession to:

✅ Cut customer attrition nearly in half
✅ Boost margins from 48% to 60%
✅ Reduce call volume from 4M to 1.2M
✅ Build a data-first culture from the ground up

Niles shares how he evangelized AI from the boardroom to the frontlines, why data janitorial work is the unsung hero of transformation, and what it really takes to lead through change.

If you’re a business leader wondering how to actually make AI work for your company—this one’s for you.