AI is coming: three strategies leaders must implement

As we contemplate the next generation of professional services, supercharged by AI, it is vital to stay focused on the client relationship. As companies double-down on AI to improve work efficiencies, there is a need to triple-down on the quality of client relationships. Understanding client need must be central to the adoption of automation. For leaders, making the right moves, over the next five years in particular, will be critical to success.

July 23, 2023

Artificial intelligence (AI) is revolutionising our lives and work, offering numerous advantages while also posing a significant threat to service professions. As AI advances, professionals need to rapidly adapt to remain competitive and relevant in this changing landscape. At Client Culture we see three vital strategies leaders must embrace.

Invest in people skills

The ability to maintain strong relationships has always been key to success. The obvious advantage professionals have over AI is their unique human qualities. Interpersonal skills, especially empathy, play a crucial role in building trust with clients. While AI can handle specific tasks, it is still far from replicating human skills like critical thinking, creativity, emotional intelligence, and complex problem-solving. Clients will always value professionals who can provide personalised advice, based on experience and judgment, which AI cannot fully replace.

To ensure that professionals maintain their competitive edge, firms must invest in structured training focused on developing strong people skills. Demonstrating empathy and understanding will be essential in creating lasting relationships with clients, making professionals more sought after in the age of AI.

Collaborate with AI to be more proactive

In Client Culture's experience, clients are most satisfied when service becomes more proactive and predictive.

Rather than seeing AI as a threat, professionals should embrace it as a powerful tool that can enhance their capabilities. AI works best when it complements and augments human abilities, rather than replacing them outright. For instance, lawyers can use AI tools to quickly search and analyse vast amounts of data, boosting their efficiency and accuracy. Accountants can automate routine tasks like data entry, freeing up time to concentrate on more strategic activities and offering valuable financial analysis and advisory services.

In our experience at Client Culture the holy grail for client satisfaction is a proactive professional. Someone who anticipates client’s needs ahead of time, who looks for opportunities, who makes suggestions. This is when professionals add true value that separate them from competitors.

By integrating AI into their workflow, professionals can improve their overall performance and provide a more comprehensive services to their clients. The focus should be on working in tandem with AI to deliver better outcomes. As the technical becomes increasingly automated and commonplace , firms will need to find other ways to distinguish their service. As AI continues to advance at pace, the future may be belong not to the technically expert, but to those best able to deliver what clients truly want.

Embrace a client-centric approach

As AI adoption becomes more prevalent, professionals must never lose sight of their clients' needs. Technology should always serve the ultimate purpose of enhancing client experiences and meeting their expectations. Regularly communicating with clients to understand their desires, concerns, and objectives. This client-centric approach will ensure that any technological integration aligns with their best interests.

More insights