Businesses under pressure: Research highlights leadership skills deficit in C-Suite

59% of leaders raise concerns around future C-Suite skills availability

Senior transformation roles expected to grow in demand amid market fluctuations

AI skills needed, with 87% of leaders predicting experience in artificial intelligence to be critical

A transformation of C-Suite capabilities is urgently needed, with companies fundamentally unprepared for what lies ahead over the next decade, amid growing uncertainty and market fluctuations. That’s according to new research from international recruitment firm Robert Half.

In its study, “Towards the C-Suite 2035”, the talent solutions expert found concerns around leadership skills, with 59% of UK C-Suite respondents reporting an increase in worries about finding suitable leaders for the next ten years, with transformation abilities in seemingly high demand and short supply.

The data shows experience in digital and workforce transformation will be absolutely vital in the coming years, with 79% of C-suite respondents highlighting digital expertise and 62% emphasising workforce transformation as key components of leadership teams.

Looking ahead to the next decade, the C-suite is painting a clear picture of the leadership qualities that will define success. 

Resilience tops the list, with 75% of executives expecting it to be in high demand, followed closely by innovative thinking (67%) and agility (61%). More than half (56%) also see change management as a critical skill in navigating the road ahead. In response to these shifting priorities, new roles are emerging on the leadership horizon, by 2035, 78% of respondents anticipate the rise in importance of Chief Technology Transformation Officers, while 57% expect Chief Talent Transformation Officers to play a key role in shaping the future of work.

AI demand expected to grow

As organisations race toward a more automated future, AI expertise is quickly becoming a cornerstone of leadership. According to the report, 87% of C-suite leaders believe that knowledge of artificial intelligence will be essential by 2035. 

But it's not just deep technical understanding that's in demand, the rise of low-code and no-code platforms means broader teams will need to develop practical, hands-on AI skills. 

Reflecting this shift, 83% of executives expect the role of the Chief AI Officer to grow significantly in importance over the next decade, as businesses seek leaders who can bridge the gap between advanced technology and accessible innovation.

Matt Weston, Senior Managing Director UK & Ireland at Robert Half, told That's Business: “Today executive leaders face a complex, rapidly evolving set of challenges, shaped by technological disruption, global instability, workforce dynamics and increasing stakeholder expectations.

“Transformation isn’t a buzzword anymore, it’s actually a job title. CTROs (Chief Transformation Officers) and transformation leads (VP/Director Technology and/or Talent Transformation) are now essential operators in the C-Suite or the extended top leadership team, not consultants waiting in the wings.

“Resilient and adaptable leadership will help navigate complex social and political issues while maintaining credibility and trust. In 2035, businesses which have embraced this journey will be better placed to compete and to survive.

“A leadership team which understands how to innovate, alongside a workforce which can deliver new ideas, will be strengthened by the strategic development of future talent. Seeds planted now will stand tall in 2035.”

https://www.roberthalf.com

Roffey Park Institute to Host Virtual AI Conference Exploring the Human Future of Work

As AI reshapes our world, the real question isn’t what technology can do – it’s how leaders can or should respond.

Roffey Park Institute, an internationally renowned centre for executive education and organisational development, will host its Virtual AI Conference 2025 on 18th June. 

It's described as a timely gathering that tackles one of the most urgent questions facing global workplaces today: how can we shape a human-centred future of work in the age of artificial intelligence?

With AI reshaping economies, leadership, and culture at pace, the conference brings together world-class thinkers, executives, and practitioners for a day of bold ideas, live debate and practical insight. From the implications of AI for leadership and ethics, to its role in enhancing wellbeing, performance and equity at work, the event aims to spark dialogue and action across industries and borders.

Conference Highlights Include:

New Research: Exclusive findings from Roffey Park’s latest international study on AI’s impact on leadership, decision-making and organisational culture.

Keynote Speakers: Provocative sessions from thought leaders at the forefront of AI, sustainability, psychology and systems thinking.

Panel Discussions: Real-world perspectives from diverse global organisations using AI to tackle climate change, manage complex geopolitics and build inclusive workplaces.

Interactive Labs: Hands-on virtual spaces for leaders to explore responsible AI use in talent management, hybrid collaboration and strategic foresight.

“As AI accelerates disruption, leadership must adapt not only technologically, but also emotionally and ethically,” Dr Arlene Egan, CEO of Roffey Park Institute told That's Business. “This conference is about navigating complexity with humanity. We’ll explore not just how AI can work for us, but how it can uplift people and communities when used wisely.”

A Global Conversation with Local Impact

The event will feature case studies from Asia-Pacific to Europe, highlighting how organisations are embedding AI in ways that reflect local challenges and values. Delegates will hear directly from leaders transforming education access in rural areas, improving healthcare systems using predictive data, and navigating workforce reskilling in sectors hardest hit by automation.

Who Should Attend?

This event is open to senior leaders, HR professionals, change agents, policy makers, educators, and anyone passionate about the responsible, human-centred integration of AI in the workplace.

Register Today at https://www.roffeypark.com/ai 

Harnessing Responsible AI: Transforming Recruitment Practices

In today's digital age, the integration of technology has revolutionised various aspects of our lives, including recruitment processes. 

With the advent of Artificial Intelligence (AI), businesses are increasingly turning to AI-driven solutions to streamline their hiring procedures, making them more efficient and effective.

However, as we embrace these advancements, it's crucial to prioritise ethics and responsibility in AI implementation, particularly in recruitment.

Responsible AI in recruitment refers to the ethical and transparent use of AI technologies to facilitate fair, unbiased, and inclusive hiring practices. By leveraging Responsible AI, organisations can mitigate biases, enhance diversity, and foster a more equitable hiring environment. So, how can businesses effectively utilise Responsible AI in their recruitment strategies? Let's look at some key practices:

Data Quality and Diversity: The foundation of any AI-driven recruitment system lies in the data it operates on. To ensure fairness and accuracy, it's imperative to utilise diverse and representative datasets. By incorporating data from various demographics, backgrounds, and experiences, organisations can minimize biases and promote inclusivity in hiring decisions.

Algorithm Transparency and Explainability: Transparency is paramount in Responsible AI. Companies should strive to make their AI algorithms transparent and explainable to both candidates and hiring managers. Providing insights into how decisions are made fosters trust and enables stakeholders to identify and address any potential biases or flaws in the system.

Bias Detection and Mitigation: Despite efforts to curate diverse datasets, biases can still exist within AI models. Implementing mechanisms for bias detection and mitigation is essential. Regularly auditing algorithms for bias and adjusting them accordingly ensures that hiring decisions are based solely on merit and qualifications.

Continuous Monitoring and Evaluation: The landscape of recruitment is dynamic, and so should be the approach to Responsible AI. Organisations must continuously monitor and evaluate their AI systems to adapt to changing circumstances and emerging challenges. Regular audits, feedback mechanisms, and performance evaluations are essential to ensure ongoing fairness and effectiveness.

Human Oversight and Intervention: While AI can expedite the recruitment process, human oversight remains absolutely indispensable. Human intervention is crucial for interpreting nuanced information, understanding context, and making complex decisions that go beyond the capabilities of AI. Incorporating human judgment alongside AI algorithms helps safeguard against unintended consequences and ensures accountability.

Candidate Experience and Privacy: Respect for candidate privacy and providing a positive experience throughout the recruitment journey should not be overlooked. Organisations must prioritise data protection measures, secure storage practices, and transparent communication regarding data usage. Additionally, providing candidates with clear insights into the AI-driven aspects of the recruitment process can alleviate concerns and foster trust.

Education and Training: Building awareness and competence among stakeholders is essential for the successful implementation of Responsible AI in recruitment. Training programmes on AI ethics, bias mitigation techniques, and best practices empower recruiters and hiring managers to make informed decisions and uphold ethical standards.

By embracing Responsible AI in recruitment, organizations can unlock numerous benefits, including improved decision-making, enhanced diversity, reduced bias, and increased trust among candidates and employees. However, achieving these outcomes requires a concerted effort to prioritize ethics, transparency, and fairness throughout the recruitment process.

In conclusion, Responsible AI offers immense potential to revolutionize recruitment practices for the better. By integrating ethical principles and best practices into AI-driven systems, organisations can build a more inclusive, equitable, and sustainable future of work. As we navigate the ever-evolving landscape of technology and talent acquisition, let us remain steadfast in our commitment to harnessing AI responsibly for the benefit of all stakeholders.

Exploring the Pros and Cons of Integrating Artificial Intelligence in Business Operations

Abstract:

Artificial Intelligence (AI) has emerged as a transformative force in modern business operations, promising increased efficiency, productivity, and innovation. However, its adoption also presents various challenges and risks. 

This paper examines the pros and cons of using AI in business operations, offering insights into its potential benefits and potential drawbacks.

Introduction

Brief overview of AI and its applications in business operations.

Importance of understanding the advantages and disadvantages of AI integration.

Pros of AI in Business Operations

2.1 Enhanced Efficiency

- AI-driven automation streamlines repetitive tasks, reducing human error and operational costs.

- Improved speed and accuracy in data analysis and decision-making processes.

2.2 Cost Savings

- AI-powered systems optimize resource allocation, leading to reduced overheads and increased profitability.

- Predictive analytics enable proactive maintenance, minimising downtime and associated expenses.

2.3 Personalisation and Customer Experience

- AI algorithms analyse customer data to deliver personalised recommendations and experiences.

- Chatbots and virtual assistants provide real-time support, enhancing customer satisfaction and loyalty.

2.4 Innovation and Competitive Advantage

- AI fosters innovation through predictive modeling, enabling organisations to anticipate market trends and adapt quickly.

- Automation frees up human capital for creative and strategic endeavors, driving sustainable growth and competitive advantage.

Cons of AI in Business Operations

3.1 Implementation Challenges

- High initial investment and integration costs may pose financial barriers to entry for small and medium-sized enterprises.

- Complexity in deploying AI solutions requires specialized expertise, potentially leading to skill shortages and recruitment difficulties.

3.2 Data Privacy and Security Risks

- AI systems rely on vast amounts of data, raising concerns about privacy infringement and unauthorised access.

- Vulnerabilities in AI algorithms can be exploited by cybercriminals, posing significant security threats to businesses and their stakeholders.

3.3 Ethical and Social Implications

- AI biases embedded in algorithms may perpetuate discriminatory practices, undermining organizational values and reputation.

- Automation-driven job displacement could exacerbate socioeconomic inequalities, contributing to unemployment and social unrest.

3.4 Dependency and Overreliance

- Overreliance on AI technology may lead to complacency and a loss of human oversight, increasing the likelihood of system failures and regulatory non-compliance.

- Lack of transparency in AI decision-making processes hampers accountability and trust, eroding stakeholder confidence.

Mitigating the Risks and Maximising the Benefits

Establishing robust governance frameworks to ensure ethical AI deployment and mitigate bias.

Investing in cybersecurity measures to safeguard sensitive data and protect against cyber threats.

Promoting transparency and accountability in AI systems through explainable AI (XAI) and auditability mechanisms.

Fostering a culture of continuous learning and upskilling to adapt to the changing nature of work in the AI era.

Conclusion

Recap of the pros and cons of using AI in business operations.

Emphasis on the importance of strategic planning, responsible AI deployment, and ongoing evaluation to harness the full potential of AI while mitigating associated risks.

This paper provides a comprehensive analysis of the pros and cons of integrating AI into business operations, highlighting the need for a balanced approach that prioritizes ethical considerations, risk management, and long-term sustainability.

Two thirds of payroll professionals predict AI growth, but is the sector ready?

Global payroll experts predict that the extensive adoption of artificial intelligence (AI) will be the leading trend in the industry during 2024.

Businesses, however, must be prepared for its incorporation and embrace its arrival, according to CloudPay.

A survey by the global payroll provider revealed 64% of payroll professionals predict a rise in AI and advanced technology use within the next year. Meanwhile, 18% foresee a growth in innovative models like earned wage access (EWA), and 16% anticipate a broader strategic focus.

While it can be argued that AI in payroll is still in its infancy, organisations globally have already begun applying advanced technologies to boost efficiency and provide an improved employee experience.

 With many anticipating a growth in the adoption of AI, 2024 could provide a learning curve for the industry. In line with this, CloudPay recommends that firms establish a strong foundation to fully harness the potential of artificial intelligence in payroll before its broader application.

Opined Matt Hillier, EVP, Products at CloudPay: “Our survey provides an interesting insight into the direction the payroll sector is taking. AI, akin to its impact in various industries, is emerging on the horizon. 

"But it's evident we're at the onset of a transformative era, where AI and similar advanced technologies lay the groundwork for significant changes. It’s highly unlikely that AI will reduce the need for human input, if anything it should offer an opportunity for payroll professionals to apply their skills to other, more strategic, tasks. Clearly, Payroll prioritizes accuracy and precision, and current AI platforms have yet to achieve the necessary level of detail required.

“AI is already being applied to reduce friction in data movement, and to provide more accurate predictive insights. However, before we see more widespread adoption, all businesses need to ensure that they have the right foundations in place if they want to maximise the full potential of artificial intelligence in payroll.”

“At a broader level, our survey revealed that payroll is looking to the future. Much of the sector has remained fairly static for some years, however we are now seeing real change, driven partly by AI, but also the changing nature of the world of employment, alternative attraction and retention methods and the growth of more innovative payroll models, like EWA. 

"We anticipate this also being a significant area of focus in the short to medium term future as more employers look to align their payment strategies with the ease of use and access seen in other walks of life.”

NTT DATA Transforming the Future of the Digital Workplace with Generative AI and Copilot for Microsoft 365

NTT DATA, a digital business and IT services leader, has built offers for Copilot for Microsoft 365, the recently launched AI powered productivity tool and orchestration engine, that's designed to use deep learning techniques and advanced capabilities of LLMs like OpenAI GPT-4. 

NTT DATA and Microsoft are working together to develop new ways to help businesses improve their customer and employee experience by revolutionising the way that organizations operate with AI.

Recognised by Microsoft as a trusted advisor and solution partner, NTT DATA will help businesses automate tasks and create content bolstering productivity and reducing costs. The newly created offerings signifies the evolution of NTT DATA’s relationship with Microsoft, delivering services and support across the Microsoft portfolio to enterprises globally.

NTT DATA has created ways to help organisations unleash the full potential of everyday AI to enhance collaboration, elevate employee experience, and maximise productivity in modern workplaces. These include:

· A 3 Week Advisory Workshop, to help enterprises understand the potential of generative AI in the digital workplace, evaluate their preparedness and maturity state for Copilot for Microsoft 365, and recommend how they can unlock the new wave of employee productivity with integration into existing Microsoft productivity suite management. Deliverables include an organization readiness report, use cases and personas, pilot planning, roadmap and recommendations.

· Cloud Voice Readiness Assessment Workshop - an assessment of processes to gain a thorough understanding of how Copilot for Microsoft 365’s generative AI capabilities can be used with calling and meeting solutions to improve business outcomes. This includes demonstrations of use cases and scenarios, and customized, actionable recommendations.

· Managed EX - get support services for Copilot in Microsoft Teams. An "Essentials" service provides NTT DATA specialists to work alongside a client’s own IT experts, allowing businesses to maintain control of their estate. A "Premium" service option gives access to proactive monitoring, full-service management and SLA-backed operational efficiencies.

Marv Mouchawar, Executive Vice President, Global Innovation Headquarters at NTT DATA Group Corporation, commented “We’re proud to be strengthening our relationship with Microsoft and to be one of the first partners to launch offerings for Copilot for Microsoft 365. 

This is a powerful AI tool that will enable us to assist clients in realizing the full potential of generative AI technologies. This collaboration is part of NTT DATA’s continued commitment to providing innovative AI solutions to clients through their entire journey, from advisory to managing their Microsoft estate, including Copilot. It means helping businesses enhance the power of next-generation AI in an entirely new way of working and unlocking a new wave of productivity growth.”

“NTT DATA’s global footprint is backed by their integrated solutions portfolio, robust network platform, and ongoing technology innovation,” said Uriel Rootshtain, who is Senior Director, Field and Partner Marketing at Microsoft. “NTT DATA brings a strong track record of helping customers realise value from their Microsoft 365 investments with their tailored service offerings, and we are looking forward to continuing our collaboration to enable new client scenarios with the innovative capabilities introduced by Copilot for Microsoft 365.”

NTT DATA is a Microsoft Global System Integrator Partner. The new integration builds on NTT DATA’s continued relationship with Microsoft as a recognized Solution Partner across Infrastructure, Digital Workplace, Security, Data, AI, and Digital and Application Innovation, receiving over 20 global Microsoft partner awards over the last decade.

NTT DATA drives cloud transformation as an Azure Expert Managed Services Provider (MSP) while ensuring clients have the highest levels of security as a Microsoft Security MSP and member of the Microsoft Intelligent Security Association (MISA). This initiative is also part of NTT DATA’s comprehensive, global GenAI strategy aimed at enhancing the company’s delivery model as well as assisting clients in integrating GenAI into their value chains across all industries.

Visit Microsoft AppSource to find out more about NTT DATA and Copilot for Microsoft 365 services.

Keynote 2023: myWorld announces future innovations in the world of shopping

myWorld Benefit Programme, continues to focus on ground-breaking shopping technologies. 

During this year’s Keynote, which recently took place in Slovenia, the company gave an outlook on the innovations that will make the shopping experience even more attractive for shoppers and partners in the near future, in the e-commerce sector plus in-store.

AI-based shopping service assistants, payment via e-wallet and an “everything app” for retail, these are some of the buzzwords around which everything currently revolves in the development department of myWorld. The objective is clearly defined: State-of-the-art technologies should make it easier than ever before for customers all over the world to save money on their daily purchases. At the same time, the aim is to further increase the added value for participating partners.

“We have already taken giant steps in this direction over the past year. The popular ‘Scan & Go’ feature in the myWorld App, for example, makes customer transactions much easier for everyone involved. 

"Also, we have expanded the product range of our affiliate partners on myworld.com to 100 million products by now, so our customers can start their shopping adventure directly on our website or in the app. But that was just the beginning. We're about to implement the next wave of innovative shopping technologies,” explains myWorld Co-Owner Sharif Omar.

E-wallet – live Cashback for myWorld shoppers

What is already very popular in Asia is still in its infancy in Europe: payment by mobile phone via e-wallet. “Around 70% of our Asian customers already pay with their electronic wallets. Now we want to introduce this simple payment method step by step for our European customers as well,” explains Sharif Omar. 

For myWorld partners, this step means they receive their customers’ money in real time and incur around 90% fewer transaction fees. The big advantage for the shoppers themselves: They will also receive their Cashback in real time and can use it immediately to continue with their shopping. 

Radovan Vitosevic, CEO of myWorld International AG, is enthusiastic about this near-future development: “For our European branches, this will be a milestone that will take the shopping experience for our customers to a new level.” The first test phase is planned to start by the end of the year.

“Everything app” – the revolutionary solution for SMEs

Small and medium-sized enterprises make up the large majority of myWorld partners. myWorld is therefore making great efforts to simplify the day-to-day business of its SME partners and help them to be more successful. 

The company is currently working with a cooperation partner to develop an “everything app” and a corresponding hardware solution. “The app will cover all necessary business functions,” explains Sharif Omar. “In the foreseeable future, our partners will be able to use it not only to process payments, for example with e-wallet, credit or debit card, but also to operate their loyalty programme or set up advertising measures – and all that with just one app.”

Chatbots & Co - the smart shopping service assistants of tomorrow

Great innovations can also be expected in the future in the area of AI-supported shopping service assistants. The potential go-live of the first chatbot is expected to take place in December, on two continents, in order to subject this technology to an extensive practical test in several countries and in different languages. 

The chatbot will be able to support myWorld customers in all aspects of the Benefit Program – from explaining individual benefits to searching for nearby partners. The improved myWorld Plug-In for desktop browsers, which uses AI support to help customers consistently find the best deals, is a step in the same direction.

“This year, we have integrated more new technologies than ever before,” states Sharif Omar. “We are thus paving the way for the myWorld Benefit Program of the future and the further expansion goals of the international group of companies.”

Interested parties can find the full myWorld Keynote on the company’s YouTube channel.

Read more at myworld.com.

New Data Suggests IT and Security Leaders are Ignorant to Generative AI Threats

ExtraHop® a leader in cloud-native network detection and response (NDR), has today released The Generative AI Tipping Point a new research report that found enterprises are struggling to understand and address the security concerns that come with employee generative AI use.

The report, which analyses organisation’ plans for securing and governing the use of generative AI tools, details cognitive dissonance among security leaders as the technology increasingly becomes a mainstay at work. According to the findings, 73% of IT and security leaders admit their employees use generative AI tools or Large Language Models (LLM) sometimes or frequently at work, yet, they aren’t sure how to appropriately address security risks.

Security isn’t the top priority

When asked, IT and security leaders are more concerned about getting inaccurate or nonsensical responses (40%) than security-centric issues, like exposure of customer and employee personal identifiable information (PII) (36%), exposure of trade secrets (33%), and financial loss (25%).

Generative AI bans prove ineffective

Almost a third (32%) of respondents shared that their organisation has banned the use of generative AI tools, a similar proportion to those who are very confident in their ability to protect against AI threats (36%). Despite these bans, only 5% say employees never use these tools at work, signalling that they are ineffective.

Organisations want more guidance - especially from their governments

Although nearly three-quarters (74%) surveyed have invested or are planning to invest in generative AI protections or security measures this year, IT and security leaders want more guidance. A majority (90%) of respondents want the government involved in some way, with 60% favouring mandatory regulations and 30% supporting government standards that businesses can adopt at their own discretion.

Basic hygiene is lacking

More than four in five (82%) are very or somewhat confident their current security stack can protect against threats from generative AI tools. However, less than half have invested in technology that helps their organisation monitor the use of generative AI. Furthermore, only 46% have policies in place governing acceptable use, and 42% train users on safe use of these tools.

Following the launch of ChatGPT in November 2022, enterprises have had less than a year to fully weigh the risks versus the rewards that come with generative AI tools. Amid rapid adoption, it is important that business leaders better understand their employees’ generative AI usage so they can then identify potential gaps in their security protections to ensure data or intellectual property is not improperly shared.

“There is a tremendous opportunity for generative AI to be a revolutionary technology in the workplace,” said Raja Mukerji, Co-founder and Chief Scientist, ExtraHop. “However, as with all emerging technologies we’ve seen become a staple of modern businesses, leaders need more guidance and education to understand how generative AI can be applied across their organisation and the potential risks associated with it. By blending innovation with strong safeguards, generative AI will continue to be a force that will uplevel entire industries in the years to come.”

Click here to download the report and read the blog.

This research was conducted by Censuswide in Fall 2023.

FACTFILE; ExtraHop is the cybersecurity partner enterprises trust to reveal the unknown and unmask the attack. The company’s Reveal(x) 360™ platform is the only network detection and response platform that delivers the 360-degree visibility needed to uncover the cybertruth. When organisations have full network transparency with ExtraHop, they see more, know more, and stop more cyberattacks. Learn more at www.extrahop.com

And October is Cyber Security month, after all...

(Image courtesy of Pete Linforth from Pixabay)

The Darker Side of AI: Why Artificial Intelligence Can Be Bad for Business

Artificial Intelligence (AI) has undoubtedly transformed the business landscape in recent years, offering unprecedented opportunities and chances for growth, efficiency, and innovation. 

But! As with any powerful tool, AI comes with its own set of challenges and potential downsides. In this blog post, we will explore why AI can sometimes be detrimental to businesses, shedding light on the darker side of this technological marvel.

Cost and Resource Overheads

Implementing AI systems can be an expensive endeavour for businesses, especially for small and medium-sized enterprises (SMEs). Acquiring the necessary hardware, software, and skilled personnel to develop and maintain AI solutions can strain a company's budget. Moreover, AI requires substantial data storage and computational power, leading to increased operational costs, which might not yield immediate returns.

Job Displacement and Employee Resistance

One of the most significant concerns regarding AI in business is the potential displacement of human workers. As AI and automation technologies become more sophisticated, routine and repetitive tasks are increasingly being automated. While this can enhance efficiency, it often leads to job losses and employee resistance. The fear of losing their livelihoods can create a hostile work environment and reduce overall morale.

Privacy and Ethical Concerns

AI systems heavily rely on data, and the collection and the utilisation of this data raise significant privacy and ethical concerns. Companies must handle sensitive customer information with care and adhere to strict regulations such as GDPR and CCPA. A data breach or misuse of data can result in costly legal actions, damaged reputations, and loss of customer trust.

Bias and Fairness Issues

AI algorithms are only as good as the data they are trained on. Biased data can lead to AI systems making biased or even flawed decisions, which can perpetuate discrimination and inequality. This not only tarnishes a company's reputation but also invites regulatory scrutiny and potential legal repercussions. Ensuring fairness and transparency in AI systems is an ongoing challenge for businesses.

Overreliance on AI

While AI can improve decision-making and efficiency, overreliance on AI can be detrimental. Blindly following AI recommendations without human judgment can lead to poor decisions and a disconnect from the customer base. It's essential to strike a balance between AI and human input to maintain a holistic perspective in business operations.

Security Vulnerabilities

AI systems are not immune to cyberattacks and security vulnerabilities. Hackers can exploit AI models to manipulate decisions or steal sensitive data. Businesses must invest in robust cybersecurity measures to protect their AI systems, which can be an ongoing and resource-intensive process.

Rapid Technological Obsolescence

The field of AI is evolving at breakneck speed. What is considered cutting-edge technology today may become obsolete within a matter of few years. Businesses investing heavily in AI must continuously adapt and upgrade their systems to remain competitive. Failure to do so could even result in a loss of market relevance and competitiveness.

Whilst it's true that AI offers tremendous potential benefits for businesses, it's crucial to acknowledge and address its potential drawbacks, too. Cost overruns, job displacement, privacy concerns, bias, overreliance, security vulnerabilities, and rapid obsolescence are all factors that can make AI bad for business if it's not managed correctly.

Businesses must approach AI implementation with caution, ensuring they have clear strategies for mitigating these risks and fostering responsible AI development. A balanced and ethical approach to AI can help companies harness its advantages while minimising its negative impact on the business and society as a whole.

Eventually, if AI holds sway it will be computers talking to computers, each mimicking real humans who got lost somewhere in the rush to modernisation. 

(Image courtesy of Gerd Altmann from Pixabay)

Telford & Wrekin Council Wins Prestigious APSE Award with AI assistant “Ask Tom”

Telford & Wrekin Council’s proactive approach sets a standard for other councils and their AI journey has inspired many

Telford & Wrekin Council's commitment to enhancing customer service has been recognised at the Association for Public Service Excellence (APSE) Awards, where it clinched the win for Best Efficiency and Transformation Initiative. 

Their AI assistant, “Ask Tom,” transformed local government services, setting new benchmarks for efficiency and customer satisfaction.

The Impact of “Ask Tom”

Telford and Wrekin Borough Council viewed the adoption of AI as key to accelerating channel shift and driving greater efficiency through digital self-service. “Ask Tom” has managed over 25,000 resident queries since its inception, achieving tangible benefits for the council:

Enhanced Customer Satisfaction: An incredible 99.3% satisfaction rate compared to 91.2% for traditional customer services channels

Operational Savings: The 24/7 AI assistant saved advisor time, with 32% of queries being addressed outside of traditional working hours

Capacity Boost: Due to the 69% reduction in traditional webchat and a 35% drop in call volumes, the council could incorporate three more service areas, optimising service delivery

Reduced Waiting Times: Waiting times plummeted across all services – with a 16.5% overall reduction (more than 5-minutes), 40% in revenues (10 mins), 57% in neighbourhood services (9.5 mins), and 47% for highways (4.5 mins)

Cost Savings and Expanded Services

The fall in calls and webchats as a result of Tom’s capabilities to answer commonly asked questions has freed up essential resources for the council to manage complex enquiries. Additionally, the council has been able to integrate three new services: homelessness, registration services, and libraries, amounting to nearly 4,000 calls per month. This flexibility has also allowed the Council to better serve residents who may not be as technologically adept or lack online access.

The Council’s pursuit of excellence has not gone unnoticed. With a customer satisfaction index score of 71.2%, they have outperformed the average score for other councils (64.4%). Furthermore, their customer effort score, which measures the ease of customer transactions, stood at 4.2, significantly outperforming the UK organisation average of 5.2.

The implementation of “Ask Tom” has bought previously unmet demand to light. The system identified resident challenges with issues such as paying their council tax bills, and as a direct response, the Council can now provide timely support.

The AI assistant’s integration into the Council’s MyTelford phone app also reiterates the Council’s commitment to ensuring their residents are always connected, informed, and empowered.

Setting a Benchmark for Success

As Fiona Watson, Chief Marketing Officer at ICS.AI expressed, “Telford & Wrekin Council’s proactive approach sets a standard for other councils and their AI journey has inspired many. Gemma Hancox, the Council’s Customer Contact Group Manager is a beacon of this transformation and has been sharing the Council’s success story at conferences, webinars, and forums”.

Gemma’s sentiment sums up the impact perfectly, “A council isn’t a choice, customer have to come to us... local authorities have to be up there with the best private companies for customer service as that is our expectation as customers and it’s important that’s what we provide”.

Inspiring the Future

The journey of Telford & Wrekin Council showcases the transformative potential of AI. As more council's look towards such solutions, “Ask Tom” stands as a shining example of innovation, efficiency, and customer service excellence and can serve as a roadmap to success.

The success of “Ask Tom” has led the Council to consider additional use cases and contact channels to extend their AI transformation journey and they continue working with ICS.AI, developing plans to integrate voice AI directly into their phone channel, as well as reviewing the huge opportunity for innovation with generative AI to further extend the potential to continue to improve customer service.

An outstanding achievement

As we reflect on the immense strides Telford & Wrekin Council has taken with "Ask Tom", we, at ICS.AI, extend our congratulations. Their exemplary work stands as a testament to the blend of technology, vision, and commitment to public service. Their recognition at the ASPE awards is well-deserved, and we look forward to seeing more local authorities drawing inspiration from their innovative steps. Well done, Telford & Wrekin Council and the entire team behind "Ask Tom"!

Contact ICS.AI: To find out more or book a demo, contact ICS.AI.

What is “Ask Tom?" 

“Ask Tom” is an automated digital AI assistant capable of answering hundreds of commonly asked questions, thereby freeing up contact centre advisors to manage more complex queries. Built on the ICS.AI SMART AI Platform, “Ask Tom” is trained utilising an organisational language model specifically built for the public sector, comprising over 1,000 council topics and performs to human parity performance levels, achieving at least the same level of first-time resolution as a human. Tom’s knowledge continuously grows, with the help of ICS.AI’s patent-pending SMART Mesh that allows it to improve while learning from other assistants on the mesh. “Ask Tom” is accessible to everyone and WCAG 2.1 AA compliant, with a dedicated ethical compliance sub-system which really makes it stand out for its inclusivity.

https://www.ics.ai