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A major Canadian bank wanted to implement generative AI and turned to KPMG for its in-depth experience in deploying AI technologies. The bank had already acquired Microsoft 365 Copilot licenses with plans to roll them out to selected users across various functions and business lines. However, the organization faced several challenges, including the need to establish a robust AI governance framework, protect data privacy, and identify appropriate use cases for Copilot integration. These challenges led the organization to engage KPMG to support the rollout and help unlock value from their M365 Copilot adoption.

When the bank engaged KPMG, the collaboration began with a comprehensive assessment of the organization’s existing AI landscape. KPMG supported the development of a structured rollout strategy for 1,000 selected users participating in a pilot program for Microsoft 365 Copilot by providing training and establishing a governance framework to guide the rollout of AI initiatives. The engagement included:

1. Developing a governance structure to support the successful rollout of Copilot. This included creating training materials, communication plans, and engaging business-line leaders to align on the project goals.
2. Establishing a change management strategy to help employees adopt and adapt to the new AI tools. KPMG delivered application-specific onboarding sessions and laid the foundation for future customizations based on user roles and requirements.
3. Identifying data privacy measures to help the organization navigate the complex regulatory landscape associated with AI. This included working with internal risk and control teams to define data privacy measures, establish guardrails around data usage, and clarify permissible versus non-permissible AI use cases in line with organizational standards.

The engagement with KPMG has significantly accelerated the financial services organization’s AI adoption and operational efficiency. Starting with zero Microsoft 365 Copilot users, the company successfully launched a pilot program reaching approximately 1,000 users. The onboarding strategy effectively demonstrated the tool's value to select employees and business-line leaders across multiple business units.

KPMG also helped to lay the foundation for a structured, enterprise-wide Copilot rollout, with the organization aiming to expand access to as many as 70,000 employees. Early assessments indicate a potential capacity uplift of 20% to 30%, based on standard job roles and tasks that can be automated or streamlined using AI tools.

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