How AI is Transforming B2B Information Services

Positioning AI for Organisational Change

For AI to deliver real value, companies recognize that it functions best as a tool for broad transformation and not as an isolated technical project. This approach makes it easier for teams to integrate AI into their daily workflows.

Some companies shared how they introduce AI as an “intern,” initially assigning simple, routine tasks, and gradually add complexity. For instance, AI might begin by automating customer service responses or supporting software development, which allows employees to focus on higher-value tasks. As AI demonstrates its value, it naturally integrates into the workflow over time.

One example featured a company leveraging AI to create realistic “customer personas” for sales training, allowing staff to practise real-life scenarios and build their skills. Another company shared how cross-departmental teams develop AI-driven solutions through internal competitions, sparking innovation and fresh ideas that might not emerge within a single team.

Navigating AI Regulations Across Regions

As AI adoption grows, so does the complexity of the regulations. In the U.S., AI regulations are minimal, though California has introduced more stringent standards. However, Congress may develop national guidelines in the future—but these are expected to be relatively flexible.

Other regions, such as the EU and Japan, have more structured AI regulations. Japan stands out for allowing large language models (LLMs) under “fair use,” setting a unique precedent. With varying rules worldwide, companies are adopting proactive strategies to manage compliance and mitigate risks, particularly when operating internationally. Keeping up with regulatory changes enable companies to balance compliance with the practical benefits of AI.

Fostering Flexibility and Experimentation

The rapid pace of AI advancements requires flexibility, with companies focusing on smaller, adaptable initiatives rather than rigid, long-term projects. Many are utilizing custom models to create training tools, allowing employees to practise skills in realistic, AI-powered simulations. Testing these solutions in a low-stakes environment builds familiarity with AI while ensuring it delivers real value as its use expands.

Supporting, Not Replacing, Human Teams

The companies achieving the best outcomes with AI are those leveraging it to support their people, not replace them. By handling repetitive tasks, AI enables employees to focus on work requiring human insight, creativity, and decision-making.

To maximise AI’s benefits, companies are investing in training that enables employees to work effectively alongside AI. This approach creates a positive culture where AI is seen as a valuable asset rather than a replacement.

Having the Right Foundations

Companies are unable to capitalise on AI value creation without having suitable underlying foundations, which differ based on the intended use case. For new/enhanced product offerings leveraging AI it is critical to have high-quality underlying data (appropriately tagged and indexed) and data governance structures in place. Establishing an appropriate legal and risk framework, scalable tech infrastructure, a clear link between the AI initiatives and the company’s overall strategy and a culture that embraces innovation are also keys to success.

Bottoms-Up Approach is Best

The most successful AI initiatives have support and buy-in from those that will be interacting with it day-to-day. Initiatives pushed down from senior management without cross-functional support have limited chance of success, regardless of their potential. Similarly, proof of concepts should be prioritised – balanced between quick-wins and longer-term ambitions – and should be allowed to fail fast where they don’t prove fruitful.

Looking Ahead

The event highlighted that AI is most effective when embedded in an organisation’s broader plan for improvement and growth. Companies that thoughtfully integrate AI into their change management efforts and align it with business goals are achieving the strongest results. By approaching AI as part of a larger strategy and adapting as they learn, while also providing the right training for teams, these companies are positioning themselves to thrive in an AI-driven future.