Unlocking Transformation: AI and Automation as Positive Disruptors for UK Businesses


In the dynamic landscape of the UK’s business world, the pursuit to stay competitive and relevant has never been more challenging. However, within this backdrop lies an exceptional opportunity: the ability to harness the potential of Artificial Intelligence (AI) and automation as powerful drivers of positive change across numerous sectors. These transformative technologies stand ready to breathe new life into businesses, ushering in an era characterised by efficiency, innovation, and expansive growth.

On the global stage, the United States, China, and the United Kingdom have emerged as leaders in the field of AI. The United States boasts a formidable 2,028 AI enterprises, closely followed by China with 1,011, and the UK with a growing 392. Recent data from the UK government reveals that approximately 15% of all businesses in the country have already embraced at least one AI technology. While this figure may seem modest, it signifies a growing recognition of AI’s potential to revolutionise business operations. Leading the charge in AI adoption are sectors like Information Technology (IT) and Legal, with adoption rates reaching 29.5% and 29.2%, respectively.

AI and automation are not mere tools; they are catalysts for change. These technologies offer businesses the opportunity to disrupt the status quo by optimising operations and freeing up valuable time previously spent on administrative tasks. Essentially, they empower the workforce to redirect their focus towards value-added activities, such as prospecting new business opportunities or enhancing client services.

Moreover, technology provides business leaders with a comprehensive view of their operations. Decision-makers can leverage tech-driven insights to make informed choices and stay ahead of the curve. For instance, Customer Relationship Management (CRM) platforms streamline team management, while revenue management systems facilitate around-the-clock revenue generation.

One of the most compelling aspects of AI is its capacity to enhance customer service and create personalised experiences. In today’s data-driven world, businesses gather a wealth of information from consumers through sources like cookies, social media, and surveys. AI, with its proficiency in processing big data, enables organizations to gain profound insights into user behaviour.

So, should your company use AI or is it something to be frightened of?

The reality is, that in some way, you probably are already using AI without realising it. Whether it be your marketing team using ChatGPT to help come up with the next advertising slogan, or your finance software looking for duplicate transactions, AI has quietly integrated itself into our daily routines. It’s poised to become an integral part of our lives, especially for thriving businesses aiming to stand out and enhance the customer experience.

A proactive approach is needed to capture early benefits however, a degree of caution is needed. AI and machine learning have received considerable attention, with numerous discussions about creating in-house AI development teams and conducting extensive process and structural reviews. While this approach suits many large corporations, it often exceeds the financial means and capabilities of most SMEs.

The truth is, many standard business applications already come equipped with built-in AI capabilities, allowing companies to opt for off-the-shelf solutions.

Five Steps to developing an AI strategy

  1. Identify AI’s Potential Impact: Start by considering where AI could make a difference in your business and improve the customer experience. AI is particularly effective in:
    1. Automating routine tasks or processes
    2. Generating marketing content or reports
    3. Avoiding human error
    4. Using data to create personalise customer solutions
    5. Maximising sales opportunities and revenues
  2. Set Realistic Expectations: Despite the hype, remember that AI is a tool, not a magical solution, and it will not:
    1. Make final decisions
    2. Create truly creative content
    3. Innovate or invent
  3. Prioritise: Just like any business decision, choose where to invest in AI based on areas that will add the most value to your business or its customers. Avoid falling for the “latest fad.”
  4. Know Your Capabilities: Understand your company’s strengths and limitations and build an implementation plan that aligns value creation with what’s practical and feasible. For instance, if your sales data is already digitally captured, implementing AI software could help maximise revenues. But, if your sales data is currently unavailable in a digital form an investment in AI will more the likely need to be part of a broader project, such as establishing a CRM  system.
  5. Explore the Market: Investigate the AI options available in the market. In most cases there will be multiple existing AI-enabled systems that can cater to your needs. For example, CRM systems offer real opportunities for personalised customer solutions and the automation of key aspects of the sales process, such as through the use of chatbots. Many of the off-the-shelf CRM systems have AI in-built, including:
    1. Salesforce
    2. Hubspot
    3. Zoho
    4. Freshworks
  6. Start Small: Finally, don’t be afraid to take the plunge. Begin with manageable AI initiatives and gradually scale up as you gain confidence and experience.

In conclusion, AI and automation are transformative tools with the potential to disrupt and rejuvenate businesses on a global scale. With profound implications for efficiency, innovation, and growth, these technologies are propelling businesses toward a future where adaptability and competitiveness are paramount. Embracing AI and automation is not merely a choice; it is an imperative for businesses eager to thrive in the modern era. The only question is, is your business going to be using the change to drive value or being forced to adopt to keep up before it is too late?