E177 ‘Driving Productivity and Innovation with AI’ with Mercer’s Mahak Jhamb

Today’s guest is Mahak Jhamb, Europe AI and Innovation Leader at Mercer. Understanding how businesses can effectively incorporate AI into their strategies is crucial and in this podcast, Mahak shares her perspectives on how AI can drive business transformation, drawing from her experiences at Mercer.

Mahak begins by discussing her unique role at Mercer. Initially hired for a different position, she now leads a team focused on innovation and educational outreach within the company. This involves identifying impactful AI opportunities and creating solutions to enhance personal productivity and efficiency. As the industry landscape changes, the focus is shifting towards game-changing AI strategies that can make a significant impact.

The conversation turns to specific solutions that have been implemented at Mercer, such as a version of ChatGPT tailored to maintain data security while boosting personal productivity. By automating tasks like email writing and document summarisation, this tool has significantly reduced the time required for various activities. Although AI technology is evolving, it’s expensive and demands careful risk management.

Mahak also emphasises the importance of building trust in AI technology, both internally among employees and across the industry. As she highlights, technology alone cannot replace human insight; instead, it should be seen as a supportive tool that helps improve task efficiency and problem-solving.

The discussion also covers the challenges of strategically implementing AI, particularly in managing costs and selecting projects that offer significant business value. Mahak explains how Mercer decides which AI initiatives to pursue, weighing the potential impact on revenue streams and operational efficiency against the technological resources required.

Integrating AI into everyday business operations not only streamlines processes, but also elevates the quality of employee and customer experiences. By centralising and organising information, AI helps businesses overcome the common hurdle of fragmented data, making it accessible and actionable for all employees.

Looking ahead, Mahak predicts a shift in required skills as more roles incorporate AI technology. The focus will move from merely gathering information to critically analysing and applying it to solve specific client challenges. This evolution will likely extend to educational curriculums, preparing the next generation for an AI-driven future.

Mahak also discusses the importance of executive support in driving AI initiatives and promoting a culture of collaboration across departments. With enthusiastic leadership and widespread technological curiosity, Mercer has managed to overcome barriers and encourage employee participation in AI projects.

In conclusion, this episode underscores the transformative power of AI in business. By focusing on education, strategic implementation and nurturing collaborative culture, organisations like Mercer are well-positioned to lead in the digital age. As AI technology continues to evolve at a rapid pace, staying informed and adaptable will be key to leveraging its full potential.