Behavioural scientists and designers create the font you can remember

AI is saving workers time, but not always improving business performance. This insight explores why hidden effort, poor work design and weak oversight are limiting AI’s impact – and what leaders must do to unlock real value.

Danny Bathmaker, VP of the Office of the CIO at Inchcape Shipping Services, shares insights on leading global technology transformation, creating business value through modernisation, and preparing for the opportunities presented by AI and automation.

A global maritime organisation set out to modernise time‑critical communication across 60+ countries. While a new shared‑inbox platform brought automation and visibility, the real challenge was shifting long‑established behaviours around ownership and ways of working. A globally consistent but locally sensitive change approach focused on confidence and enablement rather than speed. Over 2,000 users transitioned successfully, reducing duplication, improving handovers and delivering more consistent customer communication - proving that sustainable transformation depends as much on behaviour as technology.