From Banking Floors to AI Frontlines: Why Human-Centred AI Implementation is the Only Path Forward 

As Director of AI & Process Improvement at The Phoenix Firm, I've had the unique privilege of standing at the intersection of two worlds: the traditional, relationship-driven landscape of global banking and the rapidly evolving frontier of artificial intelligence. My journey from managing contact centers across six countries to architecting AI governance frameworks has taught me something crucial—AI transformation isn't about replacing human judgment: it's about amplifying human potential.