The S Curve
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Deutsche Bank Private Bank is building an AI academy for 20,000 staff·Cognizant is putting 25,000 people behind OpenAI delivery·SUTD is opening CoLab so people build with AI, not only know it·ANZ is putting Banker Academy graduates onto the frontline·CelcomDigi is asking Huawei to co-design how its people learn·Singapore is measuring its AI training by what officers change, not courses finished·Canva is reshaping a fifth of its roles to get back to small, empowered teams·Go1 is putting OpenAI Academy courses inside the corporate learning catalogue·Why Your AI Program Isn't Delivering Business Outcomes·Kier is judging its Oxford programme by what leaders take back·HSBC is building an AI institute in Hong Kong to bring 200,000 staff along·Services Australia is growing its staff AI trial to 2,000 people, one thumbs up at a time·Deutsche Bank Private Bank is building an AI academy for 20,000 staff·Cognizant is putting 25,000 people behind OpenAI delivery·SUTD is opening CoLab so people build with AI, not only know it·ANZ is putting Banker Academy graduates onto the frontline·CelcomDigi is asking Huawei to co-design how its people learn·Singapore is measuring its AI training by what officers change, not courses finished·Canva is reshaping a fifth of its roles to get back to small, empowered teams·Go1 is putting OpenAI Academy courses inside the corporate learning catalogue·Why Your AI Program Isn't Delivering Business Outcomes·Kier is judging its Oxford programme by what leaders take back·HSBC is building an AI institute in Hong Kong to bring 200,000 staff along·Services Australia is growing its staff AI trial to 2,000 people, one thumbs up at a time·
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A full room of mixed roles in one session, each with the same blank badge, and a hospital corridor beyond the glass, in magenta and cyan shards
Insight

Cleveland Clinic put every employee through one day and called them caregivers

Toby Cosgrove's chapter, hosted by Cleveland Clinic, follows a student's question in 2006, the move of front-door parking from doctors to patients and a 2011 day when 43,000 employees were called caregivers.

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A glowing chat cube linked to a fare page that does not match it, with an empty owner chair, in magenta and cyan shards
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Air Canada had to pay for its chatbot's bereavement advice

The BC Civil Resolution Tribunal's February 2024 decision in Moffatt v. Air Canada ordered the airline to pay after a customer followed a chatbot on bereavement fares.

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A service desk split between a glowing chat cube and an empty chair waiting for a person, in magenta and cyan shards
Insight

Klarna put a person back beside the chatbot

In May 2025 Klarna told CX Dive that cost had weighed too heavily on customer service and that a customer should always be able to reach a person. The assistant was still taking two-thirds of the chats.

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Insight

AI empathy maps skip the interview

Rachel Krause at Nielsen Norman Group shows why the notes have to come from sessions, tickets and visits. A tool can cluster research a team has already collected, and that is the job she gives it.

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Insight

Stop asking customers what they want

Jakob Nielsen's rule for customer research is to watch the task. Stated preference predicts only about a quarter of whether a design works.

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