Interactive turns AI inward as ‘Customer Zero’ in company-wide transformation

Detailed summary

From pilot programs to organisation-wide adoption, Interactive is building AI literacy, capability and innovation across the business.

From pilot programs to organisation-wide adoption, Interactive is building AI literacy, capability and innovation across the business.

Interactive Australia has launched a company‑wide artificial intelligence adoption program, positioning itself as 'Customer Zero’ as it embeds AI into its own operations ahead of taking new capabilities to market.

Designed as a practical, whole‑of‑business initiative, the program brings together technical specialists with Interactive’s People and Culture teams. It spans AI skills development, data and architecture uplift, and workflow redesign, with a clear focus on helping teams adopt AI in ways that are relevant, safe and repeatable in their day‑to‑day work.

Rather than treating AI as a standalone technology program, Interactive has embedded adoption into how work gets done, ensuring new capabilities are understood, tested and refined internally before being applied with customers.

Lizzy Jones, Head of Data and AI is leading the next phase of Interactive’s Data & AI capability, building on the organisation’s Customer Zero program to scale its impact beyond internal adoption.

Having played a central role in developing the capability internally, Lizzy has helped prove value, mature Interactive’s delivery model, and build confidence in how AI can be applied safely and effectively in real-world environments.

In her role, she is now focused on taking these proven approaches to market – supporting customers with experience‑led guidance and delivering AI outcomes that are practical, repeatable and grounded in real operational use.

“AI is everywhere right now, but the real difference comes from making it useful,” Jones said. “That means designing solutions around real workflows, not abstract ideas. For example, our procurement team is now onboarding vendors and suppliers around 20 per cent faster by using clearly defined, repeatable processes supported by enterprise AI agents.”

Jones continued “By testing and refining these solutions ourselves…

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