An in-depth look at what it takes to move from a few automation projects and scattered AI pilots to a governed operating model, built on one enterprise that did it in two years.
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Almost every organisation now uses AI. Very few have turned it into a business capability and scaled it. This report examines the six levers that separate scaled transformation from permanent piloting, using Evoke — a multi-brand operator serving 1.7 million customers a month in a highly regulated industry — as the core case.
Over two years, Evoke moved from scattered pilots to more than 120 AI and Intelligent Automation solutions in production, with close to 4x return. The report breaks down how they did it: the operating model, the governance, the delivery engine and the people decisions that made it stick.
What you'll learn
- The six levers that separate scaled AI transformation from permanent piloting
- How Evoke built a governed operating model across multiple brands in a highly regulated industry
- The delivery engine behind 120+ solutions in production — from intake to supervision
- How value is measured and enforced: no value case, no build
- The roles and capabilities needed — and which ones Evoke chose to insource vs. partner for
- What the first two years actually look like, quarter by quarter
Contents
- Executive summary
- The starting point: scattered pilots, no operating model
- Lever 01 — Anchor AI in business value
- Lever 02 — Build the governed operating model
- Lever 03 — Create the delivery engine
- Lever 04 — Democratise capability across the organisation
- Lever 05 — Supervise agents in production
- Lever 06 — Measure, prove and reinvest
- The roadmap: the first two years
- Lessons for your organisation
Written for CEOs, CIOs, CFOs and transformation leaders who want a real, quantified reference for what scaled AI transformation looks like — and what it takes to get there.