What happens when you put a casino tech chief, a bank CIO, a transit IT leader, and a law firm security officer on stage to talk about AI? You get a front-row seat to the real revolution happening in the workplace, and it’s not what you see in the headlines.
Last week at the NWN Newport Summit, I had the privilege of moderating a panel that was anything but ordinary. Our discussion cut through the AI hype and got to the heart of what’s actually working, what’s not, and what every organization needs to know to thrive in this new era.
AI in Action: Real Use Cases, Real Results
Forget the buzzwords. Here’s what’s actually happening on the ground:
Foxwoods Resort Casino is rolling out “Sage,” a virtual assistant for their call center, to slash wait times and free up staff for high-value guest interactions. The secret? Deep buy-in from every department, and a name that honors their Native American heritage.
BankFive is using AI to spot fraud and streamline customer service, but the real challenge is balancing innovation with strict regulations. Their answer: a cross-functional AI task force that keeps compliance and creativity in sync.
Keolis Commuter Services is leveraging private GPT models to empower employees and keep operations running smoothly. Their mantra: If the tech isn’t seamless, it’s just a distraction.
Choate Hall & Stewart Law Firm is proving that even the most traditional industries can embrace change, if you bring everyone to the table early and focus on education, not just enforcement.
Lessons Learned: It’s All About People
Here’s what really stuck with me:
- User experience is everything. If it’s not intuitive, it won’t get used. Period.
- Change is a team sport. The best ideas come from the front lines, not just the C-suite.
- Feedback is gold. The organizations winning with AI are the ones who listen constantly to their employees and customers.
- Risk is real, but so is reward. Committees, task forces, and clear policies are essential, but so is the courage to experiment and learn.
The Takeaway: Just Do It (But Do It Together)
One of my favorite moments was when a panelist quoted the old Nike ad: “Just do it.” In the age of AI, waiting for perfection is a recipe for irrelevance. Start small, learn fast, and bring everyone along for the ride.
The real AI revolution isn’t about technology. It’s about trust, collaboration, and a relentless focus on the human experience. That’s what we’re building at NWN, and that’s what I saw in action at the Summit.
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