Australian Digital Delivery Alliance spokesperson David Heacock says AI hype is outpacing results, with poor ROI today but steady progress in healthcare and targeted, well-trained deployments.

In this interview with ADAPT’s Head of Programs & Value Engagement Byron Connolly, he compares the current AI wave to the early days of the web, marked by huge investment but limited results, and argues the technology is still in its experimental phase and steadily improving.

“I am not at all surprised that the return on investment at the moment is very very low. It’s not a mature technology.”

He warns against expecting the reliability and predictability of traditional systems from today’s AI agents, noting that a lack of quality and consistency is leading to abandoned projects.

ADAPT’s latest data shows only 36% of Chief Data and Analytics Officers have AI usage policies, with 23% having no plan or training in place.

 

Healthcare making practical gains

While many vendors overpromise, David sees encouraging progress in healthcare, where discrete tools like Heidi Health’s AI medical scribe are being adopted by GPs.

“It’s saving them a lot of time but it’s a very discrete use case and they’ve had real teething problems to get it this far.”

Behind the scenes, AI is being used to help decide patient care pathways and discharge planning, though poor legacy data quality remains a major obstacle.

 

Treat AI like a scalable staff member

David urges leaders to see AI systems as employees who require training, management, and investment.

“The effort that you put in needs to be commensurate with the kind of effort that you would put into a new call centre operator and their manager,” he says.

With realistic expectations, he believes organisations can bridge the last 5% gap between experimentation and dependable delivery.

Read our full analysis of David’s interview for more insights into AI’s current shortcomings, healthcare progress, and strategies for closing the performance gap.

Contributors
David Heacock Former Chief Digital Innovation Officer, DXC & BCG Partner
David is a digital strategist and design leader known for delivering innovative, human-centred digital solutions across public and private sectors. With experience... More

David is a digital strategist and design leader known for delivering innovative, human-centred digital solutions across public and private sectors. With experience at DXC Technology, BCG, and various start-ups, he blends creativity with strategic thinking to drive transformation that is technically feasible, commercially viable, and deeply user-focused.

  • Former APAC design leader at BCG and Head of Digital Innovation at DXC Technology.​
  • Specialist in digital strategy, service design, UX architecture, and transformation delivery.​
  • Experience spans government, tourism, mining, telecoms, energy, and consumer goods.​
  • Founder of start-ups in e-commerce and travel, with strong product leadership credentials.​
  • Mentor with ANU’s TechLauncher programme, supporting future entrepreneurs.​
  • Currently helping scale a premium consumer brand in the pet care industry.​
Less
Byron Connolly Head of Programs & Value Engagement at ADAPT
Byron is a highly experienced technology and business journalist, editor, corporate writer, and event producer.​ Prior to joining ADAPT, he was the... More

Byron is a highly experienced technology and business journalist, editor, corporate writer, and event producer.​

Prior to joining ADAPT, he was the editor-in-chief at CIO Australia and associate editor at CSO Australia. He also created and led the well-known CIO50 awards program in Australia and The CIO Show podcast.​

Byron creates valuable insights for our community of senior technology and business professionals that help them reach their organisational and professional goals. He has a passion for uncovering stories about the careers and personal philosophies of Australia’s top technology and digital executives.​

When he is not working, Byron enjoys hot yoga, swimming, running and spending time with his family. He completed the North Face 100km ultra marathon in the NSW Blue Mountains in 2012 and 2013.​

Less