2.5.5 Transforming AI becomes fundamental to how the business operates. These customers require strategic partnership, custom implementations and deep integration. Organisations are fundamentally rethinking how they operate – redesigning processes, redefining roles and reimagining business models to fully leverage AI capabilities, including agentic AI.
Use cases: AI-driven systems supporting strategic planning and decision-making; process mining and AI for workflow optimisation; AI-enabled product design and development; agentic AI for process reorganisation and re-engineering. Key indicators: AI embedded within core products and services; data-driven decision making as the norm; new revenue streams generated by AI; cross-functional AI initiatives; AI regularly discussed at board level.
2.5.6 Scaling These customers are essentially becoming AI companies. They require massive infrastructure, cutting-edge capabilities and global-scale solutions. These are lighthouse accounts that influence entire industries.
Key characteristics: enterprise-wide AI adoption; mature comprehensive governance frameworks; a pervasive culture of innovation; advanced AI capabilities across the organisation; clear competitive advantage driven by AI.
Key indicators: AI directly driving significant revenue; fully-automated AI operations; advanced in-house model development capabilities; recognised industry leadership in AI; a self-sustaining AI ecosystem.
2.6 Practical advice regarding business case, operating model and roadmap
2.6.1 DNB Bank – KYC financial crime prevention case study DNB Bank from Norway launched their new Know Your Customer( KYC) financial crime prevention solution at the AWS Stockholm Summit keynote in May 2026. Adding AI agents to the Know Your Customer( KYC) solution fundamentally transforms a process that has been very labour intensive up to now. In complex corporate onboarding, most steps remain manual and timeintensive, from verifying identity documents and resolving sanctions screening alerts to performing adverse media scans and tracing ultimate beneficial ownership structures.
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