A Guide to Strategic and Ethical AI Integration

It is hard to think of any recent technological advancement with more promise to revolutionize work than AI, quickly becoming essential to driving efficiency and making informed decisions. The competitive edge belongs to those who adopt a positive approach and cultivate their understanding of digital tools, data analytics, and cybersecurity. Research by McKinsey suggests that companies that leverage digital and AI capabilities have shareholder returns that outperform those that don’t by two to six times. This proved true across all sectors analyzed. According to an industry survey, 44% of executives believe their team members must develop AI fluency. 

While you don’t have to be an expert to lead effectively in the AI era, you need a solid foundation in AI technologies. This involves understanding how AI tools and systems work, their limitations, and their potential impact. Guidance from those in the know and practical exposure will demystify AI, enabling leaders to promote a more innovative and thoughtful approach to integration. 

Seeking expertise, we asked a friend of the firm and Chief Technology Officer, Kevin Gray, to share his thoughts. Kevin is an award-winning IT leader who joined Metrolink’s executive team this fall after six years of driving improvements as Chief Information Officer for the City of Burbank and tenures as Vice President of Global Media and IT Infrastructure technology for Viacom and Vice President of IT infrastructure for Paramount Pictures.

AI has undoubtedly been discussed in the last couple of years! Now that advanced AI systems are widely accessible, executives must lead their teams to strategic adoption; is there anything you hope these decision-makers will hear through the noise?

First, I want to warn about a trend regarding AI I’ve seen over the last year or so. It’s the trend I would analogize to seeing AI as a hammer and every problem as a nail. It’s essential to approach AI solutions with both enthusiasm and caution. AI offers tremendous potential—streamlining operations, uncovering data-driven insights, and even opening doors to innovation. But it’s not a universal solution, and adopting it requires careful consideration.

So, where should leaders start when assessing how to implement AI?

The first question to ask is: why AI? It’s not about jumping on the bandwagon but identifying where AI can enhance efficiency or provide insights humans might miss in your organization. In customer experience, for instance, AI tools can create highly personalized interactions, improving satisfaction at scale. But the flipside is equally critical. Poor-quality data can produce flawed results, and the costs of implementation—both financial and operational—can be significant. Leaders must also weigh ethical considerations and ensure that AI doesn’t unintentionally reinforce biases or violate trust.

What considerations do you think AI has changed for managers as they consider building and training their teams?

Impact on your workforce is another layer of complexity. While AI may automate specific repetitive tasks, it doesn’t spell the end for human employees. Instead, it shifts the focus. Roles involving creativity, strategic thinking, and oversight will likely thrive in an AI-driven landscape. To address concerns, leaders must prioritize upskilling and reskilling their teams, helping employees transition into roles where they collaborate with AI rather than fear it. While AI can be an influential contributor, it should not be the final decision-maker. Consequential decisions should remain in human hands, ensuring accountability and the thoughtful application of judgment.

The decision to embrace AI must align with the organization’s goals, culture, and risk appetite. A thoughtful, transparent approach ensures that AI is a tool for empowerment, not displacement, enabling the business and its people to grow together.

What do you recommend for executives as they integrate AI into operations?

For CEOs and CTOs looking to implement AI responsibly, creating a robust AI Governance and Use Policy is essential. At Metrolink, we developed a framework to guide the ethical deployment of AI technologies, focusing on transparency, fairness, accountability, and security. This policy ensures that AI supports organizational goals while safeguarding data privacy, mitigating bias, and prioritizing safety. Key considerations include defining clear roles—such as AI Use Case Owners and Technology Owners—to oversee compliance and alignment with business objectives. Proposals for new AI initiatives should address security, human collaboration, risk management, and bias reduction.

By establishing thoughtful guidelines and approval processes, leaders can ensure AI technologies are deployed ethically and effectively, driving innovation while maintaining trust and accountability.

…..

I thank Kevin for sharing his insights and practical advice! Though widespread access to sophisticated AI may be new, leaders open to learning can determine the most effective way to implement this new tool for their organizations. With careful consideration and a clear governance policy, leaders can create the environment for AI to be adopted in a balanced and strategic manner with a significant effect!