E83 - Inside the AI Shift: Microsoft on Change and Copilot - Podcast With Ian Heard
04/05/25 • 57 min
Welcome to The Inner Game of Change, the podcast that explores the evolving landscape of change management, leadership, and transformation.
Today, I am chatting with Ian Heard Director of Public Sector Modern Work at Microsoft ANZ — a leader who is right at the heart of how AI is reshaping the way we work.
In this episode, we talk about the real story behind GenAI Copilot, what change looks like inside Microsoft, and why the role of a change manager might just be turning into a “Chief Excitement Officer.” From navigating resistance (yes, even inside Microsoft) to embracing agentic workflows, this episode offers a grounded look at how leadership and curiosity go hand in hand in today’s fast-moving world.
We also dig into what makes AI adoption truly work — the mindset, the momentum, and the magic that happens when teams stop asking if it works and start exploring how it can help. This one’s real, practical, and full of good humour, forward-looking ideas, and insights for anyone navigating what’s next.
I am grateful to have Ian chatting with me today.
About
As Director for Microsoft's Public Sector Modern Works business in ANZ I lead an all-star team, helping our customers across Government, Health and Education to re-imagine productivity through Cloud and AI solutions such as Microsoft 365 Copilot, Microsoft 365 and Windows 365. This role builds on a career at Microsoft where I have been fortunate to be part of major market transitions in Enterprise Productivity solutions across ANZ and Asia with solutions such as Microsoft Team, Windows 365, Microsoft 365 and the development of Microsoft Security.
As a leader I am passionate about fostering a culture of continuous learning and innovation. I prioritize empowering my team to stay ahead of industry trends, whilst being customer obsessed and centre my approach on challenging them to both exceed their potential and their customer's expectations.
Prior to Microsoft, I cultivated a career with diverse experiences as a leader in multiple geographies and role types in organisations from start-ups and scale-ups through to multi-nationals.
Complementing my corporate career, I have a passion for social impact and seek to be active in the NFP space, as seen as my tenure leading Microsoft's ANZ Give initiative and tenure at Ovarian Cancer Australia as a Board Observer.
I am always eager to connect with like-minded professionals and explore opportunities for collaboration and growth. Let's connect and discuss how we can drive innovation and success together.
Contact
Ali Juma
@The Inner Game of Change podcast
Follow me on LinkedIn
Welcome to The Inner Game of Change, the podcast that explores the evolving landscape of change management, leadership, and transformation.
Today, I am chatting with Ian Heard Director of Public Sector Modern Work at Microsoft ANZ — a leader who is right at the heart of how AI is reshaping the way we work.
In this episode, we talk about the real story behind GenAI Copilot, what change looks like inside Microsoft, and why the role of a change manager might just be turning into a “Chief Excitement Officer.” From navigating resistance (yes, even inside Microsoft) to embracing agentic workflows, this episode offers a grounded look at how leadership and curiosity go hand in hand in today’s fast-moving world.
We also dig into what makes AI adoption truly work — the mindset, the momentum, and the magic that happens when teams stop asking if it works and start exploring how it can help. This one’s real, practical, and full of good humour, forward-looking ideas, and insights for anyone navigating what’s next.
I am grateful to have Ian chatting with me today.
About
As Director for Microsoft's Public Sector Modern Works business in ANZ I lead an all-star team, helping our customers across Government, Health and Education to re-imagine productivity through Cloud and AI solutions such as Microsoft 365 Copilot, Microsoft 365 and Windows 365. This role builds on a career at Microsoft where I have been fortunate to be part of major market transitions in Enterprise Productivity solutions across ANZ and Asia with solutions such as Microsoft Team, Windows 365, Microsoft 365 and the development of Microsoft Security.
As a leader I am passionate about fostering a culture of continuous learning and innovation. I prioritize empowering my team to stay ahead of industry trends, whilst being customer obsessed and centre my approach on challenging them to both exceed their potential and their customer's expectations.
Prior to Microsoft, I cultivated a career with diverse experiences as a leader in multiple geographies and role types in organisations from start-ups and scale-ups through to multi-nationals.
Complementing my corporate career, I have a passion for social impact and seek to be active in the NFP space, as seen as my tenure leading Microsoft's ANZ Give initiative and tenure at Ovarian Cancer Australia as a Board Observer.
I am always eager to connect with like-minded professionals and explore opportunities for collaboration and growth. Let's connect and discuss how we can drive innovation and success together.
Contact
Ali Juma
@The Inner Game of Change podcast
Follow me on LinkedIn
Previous Episode
Mental Models For Managing Change - The Iceberg Model
Welcome to a very special mini-series on The Inner Game of Change. I’m thrilled to take you on this journey as we explore something both timeless and practical: Mental Models for Managing Change.
In this episode, we explore a model that helps us look beyond what is visible in times of change: the Iceberg Model.
Often, we respond to what we can see on the surface — missed deadlines, disengaged teams, unexpected resistance. But, as with an iceberg, most of the real forces driving those outcomes lie beneath.
The Iceberg Model encourages us to go deeper — to understand the patterns, structures, and mental models that sit underneath the events we see. When we take this layered view, we can begin to address root causes, not just symptoms.
If you have ever found yourself solving the same issue repeatedly or wondering why certain problems persist despite good intentions, this episode offers a powerful way to reframe your approach.
Listen now to discover how the Iceberg Model can help you lead more thoughtful, sustainable change in your organisation.
#ChangeManagement #MentalModels #SystemsThinking #OrganisationalChange #LeadershipDevelopment #ManagingChange #ComplexityThinking #TheInnerGameOfChange
Ali Juma
@The Inner Game of Change podcast
Follow me on LinkedIn
Next Episode
Mental Models For Managing Change - Second Order Thinking
Welcome to a very special mini-series on The Inner Game of Change. I’m thrilled to take you on this journey as we explore something both timeless and practical: Mental Models for Managing Change.
In this episode, we explore a mental model that invites us to look beyond the immediate impact of change: Second-Order Thinking.
So often, change initiatives are shaped around what we expect to happen next. But in reality, change rarely follows a straight line — and first-order decisions often lead to second and third-order consequences we did not anticipate.
Second-Order Thinking encourages us to slow down and ask better questions — “And then what?” It helps us move beyond short-term fixes and consider the ripple effects, unintended outcomes, and longer-term dynamics our decisions might set in motion.
If you have ever implemented a change that worked on paper but created new challenges in practice, or if you are aiming to lead change that truly lasts, this episode offers a practical lens to deepen your thinking and strengthen your strategy.
Listen now to discover how Second-Order Thinking can help you lead change with foresight, clarity, and intention.
Ali Juma
@The Inner Game of Change podcast
Follow me on LinkedIn
The Inner Game of Change - E83 - Inside the AI Shift: Microsoft on Change and Copilot - Podcast With Ian Heard
Transcript
Generative AI isn't about how to get people to do more work . It's how do we elevate humans to do better work , more impactful work . But the big kicker and to your point around change management , ali was big difference between those who were able to turn that one hour a day into productive time , ie do something more valuable or turn it into real productivity savings was the number
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