The struggle for ROI from new technologies is real, with leaders all too often reporting a disconnect between the hype of new tools and the cold reality. To be fair, technology implementation projects are often highly complex and disruptive. The sheer scale, scope and reach of these technologies extends beyond traditional software updates to every aspect of the business including customer experience, operational process changes, application enhancements and infrastructure adaptations. But with the excitement about the transformational capabilities of AI, and the rush to test and roll out the latest AI tools, the issue of ROI is more in the spotlight than ever. As the initial wave of enthusiasm passes, boards demand strong outcomes that justify their initial investment.

From smartphones to 5G, and blockchain to the metaverse, disruptive technologies have changed the world of work in ways that were previously unimaginable. Over the years Chief Disruptor members have connected to share strategies on the impact of these disruptive technologies on their industries and business models. But with rapidly evolving advancements in AI, robotics and automation, that conversation has evolved and expanded to focus also on the wider impact of disruptive technologies on jobs, roles and human experiences in the workplace.

At Chief Disruptor LIVE in June, we welcomed a lively and dynamic group of disruptors, innovators and change-makers to share ideas and brainstorm strategies for competitive advantage in a fast-moving world.

There isn’t a person reading this who hasn’t experienced the fallout of poor data practices and governance. Recently I spent many frustrating and fruitless phone calls trying to unpick a series of fiddly, yet entirely preventable customer service issues with a well-known retailer that stemmed from the simple duplication of my customer record. I had until then been a loyal customer, perhaps a little too loyal as I was a member of their exclusive VIP programme (reserved for only the very biggest spenders…). But having experienced first-hand their lack of care for my data, not to mention their fairly hopeless customer service, I vowed never to step through their doors again; and made sure I told anyone around me who would listen about their shoddy data practices.

AI continues to be a flavour of the month for Chief Disruptor members and was the hot topic of conversation at Chief Disruptor LIVE in June. During breakout discussions, members shared fascinating insights on their AI initiatives and strategies to generate business value from AI. As ever at Chief Disruptor activities, we were joined by a wide range of roles, sectors and experiences, but despite this, four common AI use cases came up frequently in discussions: