How AI, automation and changing client expectations are reshaping professional services

Professional services firms are facing one of the biggest periods of change the sector has seen. Artificial intelligence is accelerating that change, but the real questions go much deeper than technology alone. How will firms create value when expertise becomes more accessible? What will clients expect? How will business models, pricing, delivery and leadership need to evolve?

In this special six-part mini-series of Unlocking Value, John Howard speaks with six leaders who collectively work with thousands of professional services businesses around the world. Drawing on perspectives from software founders, technology leaders and an industry expert who has already experienced this kind of disruption first-hand, the series explores what is really changing and what the most successful firms are doing to prepare.

Across six conversations, you’ll hear practical insights on AI, professional services automation, operating models, knowledge management, pricing, leadership and the future of consulting. Rather than focusing on the technology itself, these discussions examine what it means to build more resilient, scalable and valuable professional services firms in the years ahead.

Whether you’re leading a consultancy, tech service firm or other professional services business, this series offers practical ideas to help you navigate the opportunities and challenges we’ll all be facing over the months and years ahead.

🎧 Episodes are available to stream below or on any of your usual podcast platforms (such as Spotify and Apple Podcasts)

 

Professional services isn’t the first industry to face major technology-driven disruption. Retail has already been through it.

In the opening episode of this special mini-series, John Howard is joined by Jason Soar, who spent thirty years at Sainsbury’s before going on to advise grocery businesses in the UK and the US. Drawing on first-hand experience of an industry transformed by new technology, changing customer expectations and increased competition, Jason explores the lessons that professional services firms can apply today.

The conversation looks beyond AI itself to the foundations that determine whether technology succeeds or fails. From leadership and long-term thinking to data quality, operating models and organisational inertia, Jason explains why disruption exposes the strengths and weaknesses that already exist within a business rather than creating new ones.

It’s a fitting place to begin the series, offering a different perspective on the challenges now facing professional services and why getting the fundamentals right matters more than ever.

Guest: Jason Soar, Retail Consultant & Advisor, Partner at The Partnering Group

 

Much of the discussion around AI and professional services has focused on disruption, job losses and uncertainty. Jon Stead sees a rather different picture.

As Chief Executive of CMap, Jon has visibility across hundreds of consulting, architecture and engineering firms, giving him a unique perspective on how the market is really changing. While some parts of the industry are undoubtedly under pressure, he explains why the mid-market remains resilient and why many of the headlines don’t reflect what he’s seeing first-hand.

John and Jon also explore how technology is changing the commercial model of professional services, from pricing and knowledge management to productising expertise and the growing importance of structured delivery. The result is a practical, data-driven conversation about where firms should focus their attention as the market continues to evolve.

Guest: Jon Stead, Chief Executive of CMap

 

Professional services firms know they need to embrace AI, but many are still only scratching the surface of what’s possible.

In this episode, John is joined by Sri Ganesan, Founder of Rocketlane, to explore why the biggest barrier to meaningful adoption isn’t the technology itself, but leadership. Drawing on his experience working with hundreds of professional services teams, Sri argues that the firms making the greatest progress are those where leaders are prepared to experiment, learn and lead the change themselves.

Together, they discuss what it takes to move beyond using AI for everyday productivity and start transforming the way work is delivered. From pricing and delivery models to knowledge sharing and organisational capability, it’s a practical conversation about how leaders can build businesses that are ready for what’s coming next.

Guest: Sri Ganesan, Founder of Rocketlane

 

Technology is changing the way professional services firms deliver work, but the firms that benefit most will be those with the strongest foundations already in place.

In this episode, John is joined by Sarah Edwards from Kantata to explore why expertise has become one of a firm’s most valuable assets, and why capturing, sharing and scaling that knowledge is becoming a critical competitive advantage. Drawing on conversations with consulting leaders across the industry, Sarah explains why AI won’t fix a weak operating model, but it can dramatically amplify a strong one.

Together, they discuss how consulting firms can move beyond traditional delivery models by building stronger operating foundations, making expertise available across the business and preparing for a future where people and technology work alongside one another.

Guest: Sarah Edwards, Chief Product Officer at Kantata 

 

For decades, professional services firms have helped their clients navigate change. Now they’re having to rethink their own commercial models.

In this episode, John is joined by Deb Ashton, Co-founder and Chief Customer Officer at Certinia, to explore how AI is reshaping the commercial foundations of professional services. Drawing on conversations with organisations around the world, Deb explains why firms need to move beyond charging for time and start demonstrating value, while also ensuring they have the operational foundations needed to support that shift.

Together, they discuss the changing relationship between technology and delivery, the importance of clean data and consistent ways of working, and why firms that successfully combine strong commercial thinking with disciplined execution will be best placed to thrive in the years ahead.

Guest: Deb Ashton, Founder of Certinia

 

For many professional services firms, delivery is seen as the end of the sales process. Jonathan Corrie believes that’s where the next stage of growth begins.

In the final episode of the series, John is joined by the Co-founder and CEO of Precursive to explore why structured delivery, recurring services and long-term client relationships are becoming increasingly important commercial advantages. Drawing on his experience building both a professional services business and a software company, Jonathan shares why firms should be productising their expertise, creating more repeatable ways of working and viewing delivery as a driver of growth rather than simply a cost of doing business.

It’s a fitting conclusion to the series, bringing together themes around technology, commercial models and value creation while looking ahead to how the most successful professional services firms will continue to grow in the years to come.

Guest: Jonathan Corrie, Co-founder and CEO, Precursive 

 

The conversation doesn’t end here

Technology disruption isn’t a one-off event. It’s an ongoing shift that’s changing how professional services firms create value, develop expertise and grow.

We hope this mini-series has given you a fresh perspective on the opportunities ahead.

If you’d like to continue the conversation, explore the rest of the Unlocking Value podcast for more discussions on growth, operational excellence and value creation, or get in touch with the Garwood team to discuss what these changes mean for your business