Target Group launches AI Champion programme to accelerate responsible AI adoption

18 August 2026

Leading outsourcer and software provider Target Group has announced the launch of a new AI Champion programme, designed to empower colleagues to identify practical applications for the technology while supporting innovation, collaboration and continuous learning.

The new programme brings together colleagues from across the business who will act as AI champions within their teams, helping to identify opportunities to apply AI, encourage responsible adoption and share knowledge and best practice.

AI champions will explore opportunities to integrate the technology into day-to-day processes and test out new tools, prompts and workflows, gathering colleague feedback and sharing practical learnings between teams. The aim is to help save time, improve quality and simplify everyday tasks, all while building confidence among colleagues and ensuring they feel supported to explore AI in a practical way.

The move marks the next milestone in Target’s AI strategy as it continues to develop, test and embed artificial intelligence, as well as apply those learnings and the capabilities of trusted partners to support the financial institutions it works with.

The initiative builds on a growing track record of AI innovation at Target and its parent company, Tech Mahindra. A series of successful proofs of concept have evolved into operational solutions supporting both employees and customers. Target first established an AI proof of concept through the development of virtual assistants and chatbots to support employees with HR-related enquiries. Other proofs of concept have followed, and those early successes have informed wider AI development within Target, including integration into customer-facing operations.

Through its contact centre solution, Target uses AI and machine learning to summarise every customer interaction, improving consistency, accuracy and efficiency. Target is also able to monitor and score 100% of customer interactions and provide live guidance to agents, flagging in real time any potential issues or even vulnerabilities.

By embedding AI internally first before introducing new capabilities to clients, Target aims to ensure innovations are tested in real-world environments and aligned with the operational and high regulatory standards expected across the financial services sector.

Emma-Jane Williams, learning and development partner at Target, said:

“Successful AI adoption isn't just about technology. It's about giving people the confidence, skills and support to use it effectively in their everyday work. We’re really proud to introduce our new AI Champion programme, which is designed to create energy, build confidence and help colleagues feel supported to explore AI in a practical way.

“We’ve already hosted our first engagement session, which has been a fantastic start, providing plenty of ideas, curiosity and a shared ambition to make AI a natural part of how we work. I’m really grateful to the business for being forward-thinking with this initiative and thank my colleagues for stepping forward to take part. We are excited to see the impact this will have throughout Target.”

Melanie Spencer, growth director at Target, adds:

“Our AI philosophy has always been about enhancing the human touch, harnessing this powerful technology to support the work of our talented colleagues and improve service. Our AI Champions initiative is a great example of this and our commitment to really understand the technology, its capabilities and, importantly, its role within a highly regulated industry. We are already seeing fantastic use cases and real efficiencies throughout the business, both internally and externally, and I believe it is thanks to putting in that necessary groundwork first and having those real-world insights into the solutions and services we deliver.

“Many businesses are understandably keen to embrace AI. However, in highly regulated sectors such as financial services, success depends on strong governance, operational expertise and a clear understanding of regulatory expectations. By combining these foundations with the right technology and partnerships, organisations can innovate with confidence while maintaining the high standards expected by customers and regulators.”

The AI Champion programme will continue to evolve throughout the year, helping Target identify new opportunities to enhance colleague experience, drive operational efficiency and support innovation for clients.

Target has been operating across banking, financial services and insurance for nearly five decades, specialising in mortgage and loan originations, savings and investments, payments, collections and in-life servicing. Target works with major financial institutions as a provider of business process servicing, as well as its own proprietary software solutions. Through its fintech platform, Target manages more than £21 billion in assets, enabling clients to automate complex processing, servicing and administration of loans and investments.

For further information about Target Group, please visit www.targetgroup.com.