Hiscox’s CIO Discusses Strategy for AI with Microsoft Copilot

• Chris Loake joined Hiscox in November 2023 as group CIO.
• Hiscox commenced using M365 Copilot during the AI revolution.
• The pilot program with 300 users identified distinct user engagement patterns.
• 15% of pilot participants saved an hour daily using M365 Copilot.
• Hiscox has rolled out M365 Copilot to over 3,000 employees in 14 countries.

Hiscox Embraces Microsoft Copilot for AI Integration

In a recent interview, Chris Loake, the newly appointed group CIO at Hiscox, delved into the company’s progressive journey into artificial intelligence (AI) through Microsoft Copilot. Since joining in November 2023, Loake has overseen the initial stages of integrating Microsoft Copilot—part of the broader M365 suite—into various business departments. “We’ve been a prominent Microsoft partner for quite some time now,” he stated, reflecting on how the sparks ignited by the ChatGPT revolution prompted the firm to explore generative AI. Hiscox believed in taking proactive steps to try out a selection of licenses for M365 Copilot to see how it could make a significant difference in operations.

The Changing Landscape of CIO Roles

Loake likened the current thrust toward AI to the rise of the internet back in the 90s, emphasizing the urgency for every business to develop an AI strategy. He remarked that just as having an internet strategy became necessary, a well-defined AI strategy serves as a guiding light—a North Star for setting the trajectory of AI-enhanced operations. “AI is a generational technology that will influence various facets of our work,” he noted, underlining Hiscox’s approach to establish a flexible, multi-provider environment to cater to different AI tools and capabilities. This flexibility, he explained, is critical as it enables Hiscox to adapt and pivot while exploring new opportunities.

Success and Lessons from the M365 Copilot Pilot

During a six-month pilot involving 300 users, distinct user patterns began to emerge. Some embraced M365 Copilot aimed at solving specific problems, demonstrating a significant usage increase among frequent users, according to Loake. Creating a Microsoft Teams channel for discussions on Copilot encouraged a vibrant community of AI champions, eager to collaborate and share insights. The pilot forced Hiscox to evaluate user roles; while some thrived using the tool, others found it less useful, illuminating the nuanced impact of generative AI across various job functionalities. Impressively, 15% of participants reported saving an hour daily, leading to a company-wide expansion of M365 Copilot’s deployment to over 3,000 employees across countries. Loake asserts that providing everyone access to such tools fosters engagement and democratizes technology, making employees feel integrated into the workflow.

Hiscox’s rollout of Microsoft Copilot under Chris Loake’s leadership highlights how AI is reshaping business strategies. The insights gained from both pilot programs and user engagement illustrate the importance of flexibility in technology adoption. Going forward, successful implementation hinges on a balanced approach that selectively prioritizes proof of concept applications to ensure their effectiveness in real-world scenarios.