JPMorgan's AI Adoption Strategy: Focus on Business Outcomes, Not User Numbers

JPMorgan Chase's approach to AI adoption is an interesting case study in how not to force technology on employees. In the summer of 2024, the bank launched its internal AI platform LLM Suite without making it mandatory for anyone to use.

Employees were encouraged to think of the tool as a research analyst and were allowed to request access themselves. The result was that over 200,000 employees signed up in eight months, out of a workforce of over 300,000, with more than 450 use cases established in production.

The bank's head of analytics, Derek Waldron, noted that there was still a gap between what the technology could do and what the bank was capturing in its business results. This led to a change in approach, where each project was linked to a specific business outcome and metrics were created to measure progress.