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AI Overview
We provide services such as IT Support for Financial Services, support for Professional Services, and more. We help businesses of all sizes harness the power of artificial intelligence, integrating AI-driven solutions like Microsoft Copilot to boost efficiency, improve decision-making, and elevate customer experiences. AI is transforming industries at speed, with adoption now mainstream across business functions — from automation and analytics to personalisation and digital commerce.
AI adoption is at an all-time high, with 78% of organisations using AI in at least one business function. Marketing, sales, and service operations are among the fastest-growing areas, as businesses deploy AI for customer engagement, predictive analytics, and automated campaigns. On average, organisations now use AI in three business functions, showing how quickly the technology is moving from pilots to widespread deployment.
The rapid rise of generative AI is driving this surge, with 71% of organisations already using it in day-to-day operations. As adoption grows, businesses are reporting significant gains in productivity, customer engagement, and innovation.
Looking ahead, the momentum shows no signs of slowing. 92% of executives plan to increase their AI investment over the next three years, highlighting the strategic importance of AI for future growth. The global AI market is already worth over $370 billion in 2025, with forecasts predicting strong double-digit growth in the years ahead. In the UK alone, the AI industry is valued at £21 billion, making it one of the fastest-growing technology sectors in Europe.
Despite these benefits, challenges remain. Few companies consider themselves “mature” in their AI adoption — with only around 1% reporting fully integrated, business-wide AI strategies. Ethical considerations, security risks, and workforce reskilling continue to be priorities that businesses must address as they expand their AI use.
As AI-powered automation expands, staying ahead of emerging trends is no longer optional — it’s essential. The AI revolution is here, and businesses that embrace it will unlock new opportunities, drive innovation, and redefine the way they operate.
AI Trends 2024
AI is evolving at an unprecedented pace, reshaping the way businesses operate, engage with customers, and drive efficiency. In 2024, several key trends are defining AI’s role in business, with automation, personalisation, and ethical AI taking centre stage.
1. Generative AI Becomes Mainstream
Generative AI adoption has skyrocketed, with 71% of businesses now integrating it into their workflows. Tools like ChatGPT and Gemini are transforming content creation, marketing, and software development, allowing businesses to generate high-quality text, images, and even code with minimal human input. AI-powered automation is reducing costs and increasing productivity across industries.
2. AI-Powered Business Strategies
AI is no longer just a supporting tool—it is becoming a core part of business strategy. Nearly half of technology leaders report that AI is fully embedded in their company’s long-term vision. Organisations are using AI for predictive analytics, supply chain management, and dynamic pricing, allowing real-time decision-making based on data-driven insights.
3. AI and Customer Experience
AI is revolutionising customer interactions, with businesses leveraging machine learning for hyper-personalised marketing, intelligent chatbots, and automated support. Companies using AI in digital commerce have seen a 25% improvement in customer satisfaction. As AI continues to learn from user behaviour, businesses can provide tailored experiences that drive loyalty and sales.
4. Ethical AI and Regulation Take Priority
As AI adoption accelerates, concerns around bias, security, and ethical usage are gaining attention. Governments and industry leaders are developing AI governance frameworks to ensure responsible AI deployment. Businesses are prioritising explainable AI, bias detection, and compliance with data protection laws to build trust and ensure fairness in AI-driven decision-making.
5. AI-Powered Workforce Transformation
AI is reshaping the workforce, with automation taking over repetitive tasks and allowing employees to focus on higher-value work. While AI is expected to replace some jobs, it will also create new opportunities, particularly in AI management, ethics, and data science. Organisations are investing in upskilling programmes to prepare employees for a future where human-AI collaboration is key.
AI in 2024 is not just about automation—it’s about transformation. Businesses that embrace these trends will gain a competitive edge, improve efficiency, and unlock new opportunities in an AI-driven world.
AI Statistics
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78% of organisations now use AI in at least one business function.
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71% of organisations regularly use generative AI.
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On average, organisations use AI across three business functions.
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Only 1% of organisations consider their AI deployment “mature.”
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92% of executives plan to increase AI spending in the next three years.
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The global AI market is valued at $371–391 billion in 2025.
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The UK AI market is now worth £21 billion.
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The AI software market is forecast at $174.1 billion in 2025.
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AI could add $4.4 trillion annually to the global economy through productivity gains.
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Generative AI investment reached $33.9 billion in 2024, up nearly 19% from 2023.
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Marketing, sales, and customer service are the fastest-growing AI use cases.
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AI-powered automation can reduce operational costs by up to 30%.
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AI-powered security is cutting cyberattack response times to minutes, not hours.
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AI chatbots now handle up to 70% of customer service interactions.
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AI adoption in e-commerce is boosting customer engagement and conversion rates.
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88% of businesses hit by ransomware say they would pay a ransom again.
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AI-generated content accounts for around 30% of all online content.
AI adoption is accelerating across every industry — transforming operations, decision-making, and customer experiences. When choosing an IT provider, it’s vital to ensure they’re up to speed on the security implications of AI. See our Outsourced IT Support page for more information.
IT Desk and AI
Background
At IT Desk, we’ve always been committed to using the best technology available to improve efficiency, security, and service delivery. As AI tools became more accessible, we took an early adopter approach, integrating them into our business to see firsthand how they could help.
AI Implementations
1. Microsoft Copilot Adoption
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Pilot Phase: As an early adopter of Microsoft Copilot, we first rolled it out to a small group of managers and our security team. This allowed us to test for security concerns, and we quickly discovered that without proper permissions, Copilot could access confidential company data. Thanks to this proactive approach, we ensured that when it was fully implemented, all security protocols were in place.
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Full Implementation: With permissions set, Copilot was deployed across the business, and all employees received licenses. The feedback has been overwhelmingly positive:
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"An amazing addition to our existing Microsoft tools."
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"It has enabled me to perform my tasks much more efficiently."
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"Copilot has been an absolute lifesaver for managing my emails."
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We might sound biased, as AI is one of our key selling points, but we’re not promoting it just for the sake of making a sale. We’re selling it because we genuinely believe in AI’s potential and where it will take businesses in the next few years. Our own experience has only reinforced that belief.
2. Scribe Integration
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What it does: Scribe is a documentation tool that records on-screen processes, making it easy to create step-by-step guides.
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Impact: It has transformed how we document internal procedures, saving time and improving knowledge sharing across teams.
3. TaleVideo for How-To Content
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How it helps: TaleVideo records screen interactions, zooming in on key actions and following the cursor for clarity.
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Usage: We use it in our marketing department to create tutorial videos for our YouTube channel and client resources, making technical content easier to digest and easier, quicker to create.
4. AutoPod for Podcast Production
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Purpose: AutoPod is an AI plugin for Adobe Premiere Pro that significantly reduces editing time for podcast content.
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Benefit: It has cut podcast editing time by up to 75%, allowing us to consistently produce high-quality content for our podcast, Tech IT to the Max - watch or listen here.
Outcomes
✅ Increased Efficiency: AI-powered tools have automated repetitive tasks, freeing up employees to focus on strategic work.
✅ Better Documentation: Scribe and TaleVideo have streamlined internal processes and enhanced client support materials.
✅ Content Creation Boost: AutoPod has accelerated podcast editing, allowing us to release episodes faster.
Conclusion
AI has genuinely changed the way we work—not just in theory, but in practice. These tools have allowed us to improve efficiency, enhance security, and focus more on what truly matters: delivering value to our clients. We believe AI is the future of business, and we’re not just saying that—we’re living it.
External AI Case Studies - Repurpose
Background
Repurpose is an eco-friendly brand offering compostable home and kitchen products. Competing in the consumer goods market, Repurpose sought to enhance its competitiveness and operational efficiency through the adoption of AI technologies.
AI Implementations
1. Financial Process Automation:
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Challenge: Managing financial processes manually was time-consuming and prone to errors.
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Solution: AI was employed to automate financial tasks, reducing manual intervention and increasing accuracy.
2. Marketing Optimisation
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Challenge: Optimising marketing campaigns to effectively reach and engage customers.
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Solution: AI tools were utilised to analyse customer data and automate marketing strategies, leading to more targeted and efficient campaigns.
3. Employee Evaluation Streamlining:
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Challenge: Conducting employee evaluations was resource-intensive and lacked consistency.
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Solution: AI facilitated the automation of performance evaluations, ensuring a more streamlined and objective process.
Outcomes
✅ Operational Efficiency: The integration of AI allowed Repurpose's finance team to save significant time, aligning with their sustainability mission by eliminating paper processes.
✅ Competitive Edge: Despite being a 21-person company, AI enabled Repurpose to scale operations and compete with larger brands effectively.
✅ Sustainability Commitment: AI adoption supported Repurpose's eco-friendly mission by reducing reliance on paper and streamlining processes.
Conclusion
By embracing AI, Repurpose enhanced its operational efficiency, maintained its commitment to sustainability, and strengthened its position in a competitive market.
Notable Changes in AI (2023-2024)
AI has evolved rapidly over the past two years, with breakthroughs in generative AI, automation, and real-world business applications. Here are some of the most significant changes:
1. Generative AI Goes Mainstream
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The rise of tools like ChatGPT, Gemini, Claude and Microsoft Copilot has made generative AI widely accessible, leading to a 65% adoption rate in businesses.
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AI-generated content now makes up 30% of all online content, transforming marketing, journalism, and entertainment.
2. AI Becomes a Core Business Strategy
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In 2022, AI was primarily used for automation, but by 2024, 49% of technology leaders reported that AI is fully integrated into their company’s long-term strategy.
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AI-driven decision-making is now a key factor in supply chain management, dynamic pricing, and customer experience personalisation.
3. AI Investment and Market Growth Surge
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The AI market size grew from $135.9 billion in 2023 to $184 billion in 2024, reflecting a massive increase in AI adoption across industries.
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Businesses plan to invest more in AI, with 92% of executives increasing their AI budgets over the next three years.
4. AI Reshapes the Job Market
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AI has started replacing routine tasks, but the net impact remains positive—while 85 million jobs are expected to be eliminated by 2025, AI will create 97 million new jobs in emerging fields.
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Businesses are shifting focus to human-AI collaboration, investing in reskilling employees for new AI-driven roles.
5. AI Regulation Gains Momentum
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With AI ethics and security becoming a concern, governments worldwide have introduced new AI governance frameworks.
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Businesses are prioritising explainable AI and bias detection to comply with evolving regulations and build trust in AI-driven decision-making.
In just two years, AI has gone from an emerging technology to a critical business asset, with its influence only set to expand further.
How IT Desk stay up-to-date with AI
At IT Desk, staying ahead of the curve isn’t just something we talk about—it’s something we actively build into our culture. As a Microsoft Partner, we’re regularly invited to exclusive Microsoft Copilot training sessions, ensuring we stay up-to-date with the latest features, security updates, and best practices straight from the source.
But we don’t stop there.
We proactively monitor trusted resources, including Microsoft Learn, the AI Safety Institute, the Alan Turing Institute, and other leading voices in the AI and cybersecurity space. Through our vendor partnerships, we also receive early access to new tools, whitepapers, and real-world implementation guides, which we test internally before rolling them out to clients.
We also believe learning should never be a one-off. That’s why we’ve built AI knowledge-sharing into our internal processes—from team huddles to lunch-and-learns—so our entire team can stay informed and confident using AI responsibly and effectively.
Our commitment to continuous learning means we don’t just use AI—we understand it. And that helps us guide our clients through the ever-changing digital landscape with clarity, confidence, and care.
IT Desk's AI Policies
As an ISO 27001 and 9001 certified company, we’ve developed an Artificial Intelligence Acceptable Use Policy to ensure our employees are using AI appropriately. The purpose of this policy is to establish guidelines and standards for the ethical and responsible use of AI technologies within the business. The aim is to ensure that AI is implemented in a manner that respects privacy, maintains data security, and aligns with regulatory requirements. By defining acceptable and unacceptable practices, the policy helps mitigate risks associated with AI, including bias, misuse, and unintended consequences, this fostering trust and integrity with AI-driven processes and decisions.
Headline AI Statistics
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78% of organisations globally use AI in at least one business function.
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71% of organisations regularly use generative AI in at least one business function.
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On average, organisations use AI across three business functions, up from fewer in earlier years.
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92% of companies plan to increase their AI investments over the next three years.
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Only ~1% of organisations consider themselves “mature” in their AI deployment (fully integrated workflows + substantial business outcomes).
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The global AI market is worth approximately US$371–391 billion in 2025.
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The AI software market is forecasted at US$174.1 billion in 2025, growing at ~25% per year through 2030.
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The UK AI market is estimated at £21 billion in 2025.
Written by:
Steve Harper
Commercial Director
Sources
Business Insider, Statista, Shopify, WEF Future of Jobs, Digital Ocean, Planable, PwC, Teneo AI, Invoca, Springs Apps, ThoughtSpot, Hostinger, McKinsey, ChatGPT, Scribe, Talevideo, Autopod, Microsoft, Salesforce
FAQs about AI
What is AI?
Artificial Intelligence (AI) refers to computer systems that can perform tasks that typically require human intelligence. This includes problem-solving, learning from data, recognising patterns, and making decisions.
How does AI work?
AI works by analysing large amounts of data, identifying patterns, and using algorithms to make predictions or automate tasks. Some AI systems can learn over time, improving their accuracy without human intervention.
How can businesses use AI?
Businesses use AI for a variety of tasks, including:
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Automation – Reducing manual work in processes like customer service, HR, and finance.
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Marketing & Sales – Personalising ads, emails, and customer interactions.
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Data Analysis – Finding insights from large datasets to improve decision-making.
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Cybersecurity – Detecting fraud, security threats, and suspicious activities.
What are the benefits of AI for businesses?
AI helps businesses by:
✅ Increasing efficiency and reducing costs through automation.
✅ Improving customer experience with chatbots and personalised recommendations.
✅ Enhancing decision-making with data-driven insights.
✅ Reducing errors in repetitive tasks.
Will AI replace jobs?
AI will automate some repetitive tasks, but it is also expected to create more jobs than it replaces. Businesses will need skilled workers to manage AI systems, analyse AI-generated insights, and develop new AI-driven innovations.
Is AI expensive to implement?
Not necessarily. Many AI tools, such as chatbots and automated marketing software, are affordable and accessible to small businesses. Larger AI systems that require customisation may be more costly, but the return on investment (ROI) is often high.
How can small businesses use AI?
Small businesses can use AI for:
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Automated customer service (e.g., chatbots).
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Social media & email marketing automation.
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Smart analytics to understand customer behaviour.
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AI-powered scheduling & admin tools to save time.
What are the risks of AI in business?
While AI has many benefits, businesses should be aware of:
⚠️ Bias in AI – AI can make unfair decisions if trained on biased data.
⚠️ Security threats – AI-driven automation can be targeted by cybercriminals.
⚠️ Regulations – Businesses must comply with evolving AI laws and ethical standards.
Can AI be customised for my business?
Yes! Many AI solutions can be tailored to meet the specific needs of your business. Whether you need AI for customer service, data analysis, or automation, there are tools available that can integrate with your existing systems.
Is AI here to stay?
Absolutely. AI adoption is increasing rapidly, with 72% of organisations already using AI in at least one area. As technology improves, AI will continue to evolve and become even more useful in business operations.
AI is no longer just for tech giants—it’s an accessible tool that businesses of all sizes can use to work smarter, not harder.
