Data, AI and Customer Trust

In this episode, Laura Joseph, Chief Customer Officer at Tesco Mobile, explains how her organisation is taking a deliberately human-centred approach to AI. Rather than pursuing technology for its own sake, Tesco Mobile starts with customer problems and uses AI only where it genuinely reduces friction, improves service and supports colleagues. Laura discusses proactive customer support, responsible personalisation, AI-assisted contact centres and the governance structures that allow experimentation while maintaining accountability. She also shares how initiatives such as an internal AI Guild and a cross-functional AI Governance Forum are helping build capability across the organisation while ensuring every AI application meets high standards for transparency, security and customer outcomes. This conversation offers a thoughtful blueprint for leaders seeking to deploy AI responsibly, showing that trust, good governance and customer value remain the foundations of successful digital transformation. Learn more about your ad choices. Visit podcastchoices.com/adchoices