From a small group of proof-of-concept (POC) users in 2024 to a broad rollout in early 2026, the implementation of Microsoft 365 Copilot has had a significant impact within ING. What started as an experiment has evolved into a new way of working, with employees using Copilot daily for communication, analysis, and decision support. In our department, we have actively driven this AI transformation, translating organisation-wide frameworks and guidelines into practical applications that teams can use in their day-to-day work. The journey from pilot to scale was far from linear. In this session, we share how we turned Copilot from a generic solution into concrete, high-impact use cases within daily workflows. We highlight what worked (and what didn’t), and how insights from pilot phases helped us continuously improve adoption. We also explore how we identified and scaled use cases within our business unit, how we made adoption measurable, and how central governance combined with local ownership enabled safe and responsible use in a regulated banking context. A key focus of the session is the human side of this transformation. We reflect on how employees initially perceived Copilot, where resistance emerged, and what we learned about effective change management in an AI context. This includes practical approaches such as targeted communication, working with ambassadors, and embedding learning in day-to-day practice. Finally, we share concrete examples such as internal prompt libraries, use case catalogues, and training formats that supported the rollout, and how these contributed to lasting adoption. This session provides practical insights and lessons learned for teams looking not only to introduce AI, but to successfully drive and sustain the transformation within their own organisational context.

From a small group of proof-of-concept (POC) users in 2024 to a broad rollout in early 2026, the implementation of Microsoft 365 Copilot has had a significant impact within ING. What started as an experiment has evolved into a new way of working, with employees using Copilot daily for communication, analysis, and decision support. In our department, we have actively driven this AI transformation, translating organisation-wide frameworks and guidelines into practical applications that teams can use in their day-to-day work. The journey from pilot to scale was far from linear. In this session, we share how we turned Copilot from a generic solution into concrete, high-impact use cases within daily workflows. We highlight what worked (and what didn’t), and how insights from pilot phases helped us continuously improve adoption. We also explore how we identified and scaled use cases within our business unit, how we made adoption measurable, and how central governance combined with local ownership enabled safe and responsible use in a regulated banking context. A key focus of the session is the human side of this transformation. We reflect on how employees initially perceived Copilot, where resistance emerged, and what we learned about effective change management in an AI context. This includes practical approaches such as targeted communication, working with ambassadors, and embedding learning in day-to-day practice. Finally, we share concrete examples such as internal prompt libraries, use case catalogues, and training formats that supported the rollout, and how these contributed to lasting adoption. This session provides practical insights and lessons learned for teams looking not only to introduce AI, but to successfully drive and sustain the transformation within their own organisational context.