Helping a client identify the most impactful AI use cases for investment

The Head of Customer Experience at a key investment management player in the UK wanted to leverage the opportunity that AI provided to improve operational efficiency within the customer services team – whilst also showcasing to senior management the ‘art of the possible’ of this emerging technology.

The challenge

The client needed to secure funding for AI prototypes from the Innovation Board but saw the need for a clear strategy and framework to link AI use cases to business goals and prioritize those with the greatest impact.

The client asked Wavestone to lead this effort, using expert input to surface opportunities and apply a structured framework aligned with organizational goals.

The focus was on identifying high-ROI opportunities with clear metrics to support prioritization based on impact, feasibility, cost, and risk.

Our approach

Business SMEs and stakeholders across the Data, Tech, Architecture, Business, and Compliance teams were engaged by the Wavestone team to gather ideas and drive formulation of relevant use cases through a standardized AI Use Case canvas. We shared further new use cases based on our experience and knowledge of market trends.

AI ideas were gathered and shaped using a standardized AI Use Case framework. Market-driven use cases were also added, subsequently those with the strongest strategic and measurable value were prioritized.

A scoring framework was used to objectively rank use cases based on business impact, technical feasibility, cost, strategic fit, and speed to value.

Each use case was scored to highlight the highest-value opportunities for prototyping and deployment at scale. Wavestone then built business cases and implementation roadmaps to show expected value, resource needs, and next steps.

A tailored AI vendor tech radar was also delivered to guide build vs buy decisions.

A scoring framework was used to objectively rank use cases based on business impact, technical feasibility, cost, strategic fit, and speed to value.

Each use case was scored to highlight the highest-value opportunities for prototyping and deployment at scale. Wavestone then built business cases and implementation roadmaps to show expected value, resource needs, and next steps.

A tailored AI vendor tech radar was also delivered to guide build vs buy decisions.

GenAI tools were used to co-create deliverables – such as comic strips, videos and podcasts – showing real-world impact and turning the advisory process itself into a live proof of concept.

Prioritized use cases include:

• Retrieve client & product intel – Query large volumes of data across sources for actionable insights.
• Personalized & creative communications – GenAI-driven content generation (text, images, audio, video) using client intel.
• AI agent for repetitive tasks – Automate tasks like inserting disclaimers and Salesforce updates post-meeting.
• AI-powered client portal – Personalized microsites for clients to enhance advisor collaboration.
• Strategic account digital twin – Virtual personas to simulate client interactions and strategies.

Outcome: Positioned to capitalize on emerging (Gen) AI trends

By the end of the engagement, the Head of Customer Experience was equipped with the following:

1. 5 prioritized use cases (from 40+ ideas) using a clear scoring method based on value, feasibility, and cost.
2. Business case report included:
   a. Use case descriptions, benefits, and strategic fit
   b. 10-step roadmap from idea to pilot
   c. AI vendor radar to support build vs. buy decisions
3. Expert insights on AI trends in customer experience across industries
4. Standardized template for capturing future AI ideas
5. Storytelling assets:
   a. Comic strips summarizing each use case
   b. GenAI-powered video to engage stakeholders

This gave the strategic clarity and evidence needed to confidently secure Innovation Board approval for AI prototypes.

They now have a repeatable, scalable process to assess future AI and GenAI use cases – keeping the organization agile and ready to capitalize on new advancements.