Customer-facing generative AI use cases remain few and far between.

For obvious reasons. The risks are huge and the act of introducing such technology comes with tremendous challenges – not least brands need to build-in rigorous protection against bias and hallucinations and establish absolute data security. We’ve all seen what can happen when things go wrong.

These challenges are even more profound for organisations operating in the public sector, where customer engagement needs to be whiter than white.

In this podcast, Sarah Williams – the Chief Customer Experience Officer at Westminster City Council – deconstructs the journey she’s on with customer-facing generative AI. She speaks about overcoming the perception that local governments have low technology ambitions and how Westminster City Council is now setting industry standards when it comes to delivering first-class customer service.

We dive into:

• The strategies she’s adopting to foster deeper connection with Westminster communities
• How she secured the mandate to embark upon an AI transformation
• The work she did to ensure AI was implemented safely and securely
• How to build a bench full of the right talent that can use AI effectively
• How she approached vetting vendors and bringing the right partners on board
• The need to continue scaling the project

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Subscribe to the series on Spotify

For sponsorship opportunities, reach out to katie.judd@iqpc.co.uk

To register an interest in becoming a guest, get in touch via simon.hall@iqpc.co.uk

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