In this episode of Consulting the Future, I’m joined by James Osborne, Chief Digital Officer at KPMG UK, to explore how one of the world’s largest professional services firms is approaching AI with clarity, intention, and scale.

James shares what he’s learned in his first year as CDO, including the rollout of Ava, KPMG’s internal generative AI assistant now used by over 11,000 employees. We unpack how Ava is surfacing firmwide expertise, why adoption is about people before platforms, and how KPMG’s Trusted AI Framework is helping to embed ethical, human-centric principles into every use case.

We also dig into:

• The mindset shift required to move from AI hype to real-world impact
• How the “Summer of AI” initiative reached 16,000 participants across 14 countries
• The role of digital ninjas in driving cultural change
• How AI is augmenting professionals rather than replacing them
• Why KPMG is focused on curated knowledge and client-specific intelligence
• Lessons learned from early adoption, including why managing expectations matters

James also reflects on how AI can be both revolutionary and familiar, referencing the 1966 ELIZA chatbot as a reminder that hype cycles always have history. His advice to other organisations is simple: don’t wait to get started. Start small, stay pragmatic, and bring your people with you.