Finding Where AI Should Go First at Blue Light Card

The Challenge

By 2025 every team at Blue Light Card had ideas about generative AI and no shared view of where it should be applied first. The Chief Technology Officer wanted a programme that would land on real member and staff problems rather than tool demos, and would leave the executive team with decisions they could act on.

My Approach

I started with measurement. Every participant completed a survey before the first workshop, and I pulled the top support ticket areas so the sessions were anchored in what members actually contact the business about. That baseline is also what makes any later change visible.

I then ran two rounds of workshops across three groups of around fifty staff, about 150 people from product, engineering, marketing, member services and operations. The first round covered how AI is changing member behaviour and where it could be put to work. The second turned those ideas into specific focus areas and tested them against the survey and ticket data.

Results

The programme ran from October to November 2025 and produced three things for the executive team: five prioritised AI opportunity areas, a research plan to size them using product data and member research, and a proposal for the next phase on organisational readiness. That proposal set out a small central group that builds, guidance for everyone else, a safe approval route for compliance and IT, weekly office hours and pilot playbooks for each department.

Key Outcomes

• Pre-survey and support ticket baseline before any workshop content was written
• Two rounds of workshops with around 150 staff across five functions
• Five prioritised AI opportunity areas
• A research plan and a next-phase readiness proposal taken forward by the executive team