Let me tell you something that might surprise you. Disney has been using AI for 22 years. Not the flashy, ChatGPT kind that everyone's talking about today, but the kind that makes magic happen behind the scenes while keeping the human experience front and center.

I learned this firsthand while building AI solutions for companies like FanDuel, SimpliSafe, and Consumer Reports. And after 470 sales calls over the past three years with companies desperate to "install ChatGPT," I've seen a pattern that's both predictable and preventable.

Here's the thing: 95% of generative AI pilots are failing. Not because the technology is bad. But because leaders are starting in the wrong place.

The Disney principle: Story over systems

When Walt Disney created Disneyland, he wasn't building a theme park. He was building an experience designed for humans of all ages. Every detail, from the placement of trash cans exactly 30 feet apart to the carefully crafted sounds and smells, was meticulously designed to create a seamless, magical experience.

Walt believed so strongly in story over systems that he hired Imagineers to create entirely new immersivand experiences instead of using off-the-shelf carnival rides. The rides, the sounds, even the smells were all part of bringing beloved characters and stories to life in real time.

But here's what most people don't realize: behind every animatronic character, there are intricate systems that engineers have spent years perfecting. A series of operations and workflows that compound correctly to elevate the brand to new heights. Disney is famous for putting those intricate systems behind the scenes while presenting pure magic on the front end.

For 22 years, Disney has been using AI for everything from automatic water sprays to crowd control, from timed music to park security and ride times. All happening in perfect synchronicity. We experience the front side of the magic while AI handles the complex orchestration behind the scenes.

And in those 22 years, what hasn't Disney replaced? The humans. The characters with their warm smiles, the ride operators, and the employees who create those magical moments. Because Disney understands something fundamental that many companies deploying AI today don't: the experience is what people remember.

The story they tell each other. And of course, we always remember Mickey.