Customer Story – Building a Safe, Strategic Approach to GenAI
A financial services organization was eager to explore Generative Artificial Intelligence (GenAI) to boost productivity, onboarding, and client experiences.
Call for Help:
- Employees were using non-compliant GenAI tools with no guardrails or restrictions, inadvertently allowing information to be shared and/or stored outside of client’s network
- The company had no established vision, mission, or position on GenAI other than the recognition of both the necessity and the strategic value of pursuing generative AI.
- The organization lacked an established governance framework and a defined roadmap for developing and implementing GenAI capabilities, resulting in uncertainty and inconsistent practices.
A FarWell Advisor:
- Guided leaders in setting a vision, ownership, and governance for GenAI adoption. They helped shape policies, guardrails, and compliance processes.
- Supported tool discovery, policy development, and compliance processes.
- Delivered training and communications for 22,000+ employees including:
- Foundational understanding of the organization's approach to AI
- Clear understanding of guidance and policies around AI use
- Foundational understanding of AI tools and capabilities available
- Advanced training on tool specific capabilities
- Advanced prompt training
- Drove the proof-of-concept, pilot, and enterprise-wide rollout of two GenAI tools, successfully reaching more than 22,000 employees.
- Built adoption and sustainment strategies, including champions, feedback loops, and ongoing reinforcement.
Results:
- Established the company’s first GenAI vision, policy, and governance structure.
- Successfully launched two enterprise-level GenAI tools to over 22,000 employees.
- Equipped the workforce with the skills to use AI responsibly and effectively.
- Shifted the organization from ad-hoc experimentation to secure, strategic AI adoption.
- By embedding OCM at every stage, FarWell helped this client transform GenAI from a risk into a strategic advantage—one that empowers employees while keeping the organization safe, compliant, and competitive.
