Chances are, if you’re reading this, you’ve either already been asked by someone in your organisation or soon will be asked: “What’s our plan for AI to drive major improvements in our results?”.  

Let’s talk through why this question is so critical and how AI is becoming an essential partner in modern business.” 

Complicated Customer Journeys

Whether B2B or B2C, businesses promise their customers a seamless, personalised experience—a Rolls-Royce journey, tailored to meet their needs. But delivering on this promise is easier said than done. Let’s break this down: 

Many companies set high expectations during the sales phase, offering constant support and personal attention. But once the deal is done, customers are often handed off to self-service portals or automated systems that fail to deliver on these promises. Frustration sets in quickly when problems go unresolved. 

Companies try to fix these gaps by adding more tools, more teams, and more processes. Customers, meanwhile, face their own challenges: legacy systems, fragmented workflows, and inefficient processes. These layers of complexity on both sides create delays, inefficiencies, and rising costs. 

Over time, this spiral of inefficiency drains productivity, frustrates customers, and drives up the cost of doing business. Eventually, it impacts the bottom line: dissatisfied customers leave, and businesses lose opportunities to grow. 

Lessons from the Legal Sector

This problem isn’t unique to one industry—it cuts across all sectors, from retail to manufacturing. But some industries have already started to rethink how they operate, offering a glimpse into what’s possible when we challenge the status quo. The legal sector, for example, is showing how technology can transform even the most traditional, labour-intensive processes. 

For decades, the legal profession relied on a tried-and-tested approach: skilled junior lawyers spent hours reviewing contracts and conducting due diligence. It was essential work, but it was also painstakingly slow and expensive. Scaling these processes meant hiring more people, which only added to costs. 

 This created an opening for change. Companies like Luminance and Genie AI developed tools that could automate the repetitive parts of legal work. AI models trained on millions of documents could highlight key clauses, flag risks, and even draft standard contracts. Suddenly, tasks that once took hours could be completed in minutes. 

This wasn’t about replacing lawyers—it was about freeing them to focus on more complex, high-value work. Instead of reviewing endless documents, lawyers could spend their time negotiating deals or advising clients on strategy, resulting in greater efficiency, lower costs, and a better experience for everyone involved. 

Why This Matters for Your Business

Just in the past year, there have been several thousand new AI start-up companies. The vast scale of investment made in the USA, Europe, and China to build scalable AI infrastructure hasn’t happened in a vacuum. These changes in how companies leverage AI to deliver hyper-personalised experiences to their customers and employees are happening right now. Across industries—including your competitors—businesses are actively exploring how AI can improve customer experiences, deliver more value, lower the cost-to-serve, and simplify complexity.  

So, if you haven’t already been asked, you will soon: “What’s our plan for AI?”, and how you answer this question defines the path you’ll take. Will your business lead the way in leveraging AI to transform operations and customer interactions, or risk falling behind as competitors move faster? 

In the next blog, we’ll explore how AI simplifies complexity across the customer lifecycle, removing bottlenecks and creating smoother, smarter workflows.