Gareth Sutton on LinkedIn: Public sector organisations need to understand their obligations and how… (2024)

Had so much fun facilitating another executive roundtable lunch yesterday, on the topic of AI and the future of Mobility.We delved into loyalty, the false prophet that is personalisation, AI, ethics and many other areas. I was fantastic to hear from Rebecca Baart about the journey Virgin Australia has been on, the experience from Paul Rilstone about how Kore.AI is helping organisation build loyalty through conversational AI and Jonas Katzellenbourg from who shared lots of practical insights on how to deliver on these world class customer experiences.The most interesting thing for me was the different tone of the leaders around the table about AI. Only 6 months ago, it was about the ambition and future promise of AI.This conversation was much more grounded in the realities of deploying the technology, finding the right use cases and navigating constraints. This reflects our experience with clients across Australia. It was a great chat - thanks to everyone who contributed to the discussion.

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This will be a great session at 11am AEST tomorrow, Rachel Tran and I will be talking to Heather Lage from Nespresso about both customer and employee experience improvements with AI. Register and tune in!

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The Australian government just released a paper, proposing some potential future guardrails to improve AI Safety in High Risk settings. It is a thoughtful paper that suggest future legislative changes to improve compliance, transparency and accountability where AI is used. The 10 proposed guardrails are:1. Accountability Process: Establish, implement, and publish an accountability process that includes governance, internal capability, and strategies for regulatory compliance.2. Risk Management: Create and operate a risk management process to identify and mitigate potential risks.3. Data Protection: Safeguard AI systems by implementing robust data governance measures to manage data quality and provenance.4. Performance Testing: Conduct rigorous testing of AI models and systems to evaluate performance and continuously monitor once deployed.5. Human Oversight: Enable human control or intervention to ensure meaningful oversight over AI systems.6. End-User Information: Clearly inform end-users about AI-enabled decisions, AI interactions, and AI-generated content.7. Challenge Processes: Establish processes allowing individuals affected by AI systems to challenge their use or outcomes.8. Supply Chain Transparency: Maintain transparency with other organizations across the AI supply chain about data, models, and systems to mitigate risks effectively.9. Record Keeping: Keep comprehensive records to allow third parties to assess compliance with the established guardrails.10. Conformity Assessments: Perform regular conformity assessments to demonstrate and certify adherence to the guardrails.These are sensible for anyone planning or implementing an AI use case to consider. This is moving quickly, so best to stay engaged in how the legislation evolves!https://lnkd.in/gfVJ488E

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The irony of this AI hype cycle is that instead of delivering magic AI agents and experiences, most organisations are now doing the work of tidying up their data platforms, doing data cleansing and implementing data governance. Finally, there is a clear business justification for doing what has been ignored for decades.The real benefit is probably not in the AI magic. This "boring" work will speed up innovation, insights will be derived, dashboards will reflect reality and become useful. Data is an organisational asset, but only when it is real, and managed well.

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Personalisation without the creep factor! Great session from Jonas Katzellenbourg at FST Media Future of Financial Services. Concentrix Catalyst Simon Pontifex Phesephony Naidoo

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“I thought this was going to be a boring conversation at the start, but it was a really interesting chat!” I am at FST Media Future of Victorian Government today doing booth duty. Quote of the day from one of the attendees I was chatting to.Lots of not boring conversations today about Citizen Centred Services.Richard Elton Phesephony Naidoo Concentrix Catalyst

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A great example of bringing digital and customer experience technologies together to deliver connected experiences.

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The National Relay Service is a critical service for Australian residents who are deaf, hard of hearing or have a speech impairment. We are delighted to support this great work, and proud of this award.

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