Category: Employees & Culture

Sara Wilkes appointed as new Agilitas CEO

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Agilitas has today announced the appointment of Sara Wilkes as its new CEO. With over 18 years of experience in the Technology Channel and holding the position of Agilitas’ Chief Operating Officer since the beginning of the year, Sara’s appointment represents the next phase in the company’s ambitious growth strategy.

As Chief Operating Officer, Sara has been responsible for enhancing the company’s technology-driven growth, strategic expansion and employee empowerment, working closely with department heads to execute the company’s operations and support the wider team. She has also been instrumental in leading Agilitas’ total experience workstream that encompasses culture, excellence, the voice of the customer, technology and automation, and sustainability.

Prior to joining Agilitas, Sara held roles at Computacenter and most recently at SCC as Director of Customer Experience, bringing a wealth of expertise in driving innovation across the entire Technology Channel.

In her role as CEO, Sara will focus on driving Agilitas’ strategic vision, with a strong emphasis on refining the customer experience to ensure it is deeply embedded in the organisation’s culture. She will lead efforts to foster innovation and align the company’s long-term goals with market trends, positioning Agilitas as the premier partner in the Technology Channel. Additionally, Sara will guide the leadership team in enhancing business resilience and identifying new growth opportunities to further solidify Agilitas’ industry leadership.

Speaking on her new role, Sara Wilkes said, “Agilitas has a unique position in the market due to its scalable inventory solutions and value added technical services. I am honoured to have been appointed as the company’s new CEO, having the opportunity to build on our exceptional success.”

A core value for Sara is fostering a diverse and inclusive workplace where all voices are heard and everyone has the opportunity to thrive.

I am deeply passionate about creating an environment where diversity of thought, background, and experience is celebrated. I believe that an inclusive culture leads to greater creativity, innovation, and collaboration, which ultimately drives our success. I’m most looking forward to working with the Agilitas team to continue building a wonderful place to work, where every team member feels valued and empowered to contribute to our shared mission.”

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Mark Blower, Partner at Perwyn, Agilitas’ Private Equity Investor commented, “Sara has made fantastic progress in driving Agilitas’ customer experience in what has become a fast-paced and diverse marketplace. She continues to build and implement a new vision to the people, transformation and customer experience side of the business, with her leadership and passion for people helping ensure that the vision comes to life.”

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Mark Dixon

Executive Chairman

Mark Dixon comments

“Sara has been a dynamic force in the organisation since joining as COO. Her strategic vision, operational leadership, and deep understanding of the IT channel make her the ideal leader to steer the company forward. We are confident that under her leadership, Agilitas will continue to thrive and maintain its position as a leader in the IT solutions space.”

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Agilitas appoints Gary Lomas as Chief Revenue Officer

Leading global channel services provider, Agilitas IT Solutions, has today announced the appointment of Gary Lomas as Chief Revenue Officer. This marks the first announcement of executive appointments from Agilitas as it looks to embark on the next phase of its growth strategy.

Commencing his role later this month, Gary will be responsible for driving business success across the entire revenue cycle, strengthening Agilitas’ business resilience, whilst helping to deliver optimal outcomes within the diverse Technology Channel.

With over 30 years of experience, Gary joins Agilitas from Cisilion, where as Head of Enterprise Sales, he was responsible for leading their Enterprise sales team, developing sales strategy, driving deeper engagement into Cisilion’s largest clients and securing new Enterprise logos. Gary previously held Sales Director positions at Ingram Micro and at Logicalis where he successfully delivered significant Service focused change programs, and more recently as Sales Director at Onnec, delivering against key business objectives and opening up new avenues with complimentary IT services.

Speaking on his new role, Gary Lomas said, “I’m joining Agilitas at an exciting and crucial time in its growth strategy, as the business looks to build upon its solid foundations in delivering superior customer success strategies. I’m looking forward to utilising my experience in developing trust-based, long-standing relationships with customers, vendors and partners, as well as identifying strategic partnerships, to help drive Agilitas’ profitability and success.

“I am driven to make a positive impact on future results and want Agilitas to be seen as a respected thought leader Services partner who listens to its partners and their customers, enabling us to build relevant services for the channel. I’m excited to connect with our existing and potential Channel Partners and vendors in the coming weeks.”

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We are all delighted to welcome Gary as our new Chief Revenue Officer. With a respected career in the Technology Channel, he brings the relevant knowledge needed to become the driving force in maximising Agilitas’ revenue streams. Gary’s ability to recognise trends before others in the market, combined with his leadership skills and passion for technology, will enable us to make bold business decisions,” added Sara Wilkes, Chief Operating Officer at Agilitas.

Mark Blower, Partner at Perwyn, Agilitas’ Private Equity Investor concluded, “Gary’s appointment at Agilitas signals the next stage in the business’ growth strategy. Bringing extensive expertise in strategic planning and operational execution, Gary will be a valuable asset to Agilitas in helping to meet and exceed customers’ expectations across the broad technology sector which is currently full of ambiguity and change.”

“Responsiveness & flexibility is key for the Channel “- Sara with Comms Business

Agilitas study identifies partnerships, customer experience and sustainability as key themes for next 12 months. Sara discusses with Comms Business Magazine

Responsiveness, flexibility and strategic enablement are all high on the agenda for channel companies. That’s according to Agilitas IT Solutions’ newly published ‘Blurred lines between suppliers’ report. 

This guide is the first instalment in its Channel Trends Report series, which provides actionable, free-to-view market insights.

The report, which explores the findings of the latest research commissioned by Agilitas, discusses the importance of building strong alliances, partnering for innovation and customer experience, as well as meeting ongoing sustainability targets.

A key takeaway from the report is how channel partnerships have become less transactional, with responsiveness, flexibility and strategic enablement high on the agendas of those across the sector. The technology channel is largely transitioning into a service-based industry, therefore the potential benefits of these partnerships depend on who businesses choose to partner with.

Technology channel decision-makers have shown optimism for the future, with partnerships a key component of successful operations, allowing companies to expand their market reach, strengthen their relationships with customers and increase their visibility.

Agilitas’ annual research has identified that partnering for growth, improved customer experience and sustainability will become more prominent over the next 12 months. Another area highlighted was the importance of delivering a good customer experience, with 85 per cent of channel businesses surveyed agreeing that this was a high priority. Looking deeper at the data revealed that 42 per cent of respondents are currently using third-party support to help enhance their customer experience, with a further 29 per cent stating that they will implement this in the next 12 months.

View the full article here
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Sustainability also continues to be prominent metrics in business development across the Channel, with sustainability partnerships playing a key role in helping businesses address social or environmental problems. More often than not, these partnerships are not just focused on reducing a company’s carbon footprint, but launching new sustainability initiatives to meet long-term goals.

Respondents remain confident in the Channel’s ability to build collaborative partnerships that balance profit with social consciousness, with an average result of 7.7 (around 80 per cent). When looking at the results by business type, more than 66 per cent of MSPs and VARs are very confident in the Channel’s ability to balance profit and purpose when building partnerships.

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Sara Wilkes

Chief Executive Officer

Sara’s Comments

“The Technology Channel has made significant strides in choosing the right partners, selecting those whose values not only align but also offer longevity,” said Sara Wilkes, chief operating officer at Agilitas. “Confidence has remained high but did vary across companies of different sizes, meaning partnering with like-minded organisations has never been more important for teams to leverage each other’s strengths, expertise and resources to accelerate innovation and development.Aligning the correct people and analysing services to tailor offerings to each customer is key, accelerating growth for all parties now and in the future, and the research results highlight that the industry is already making progress.”

Agilitas Partner Choices Report – ‘Blurred lines between suppliers’

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Channel Leaders confident in the industry’s ability to build collaborative partnerships

Agilitas launches its ‘Blurred lines between suppliers’ Report

Leading global channel services provider, Agilitas IT Solutions, has today announced the launch of its ‘Blurred lines between suppliers’ report. This guide is the first instalment in its Channel Trends Report series, which continues to provide actionable, free-to-view market insights.

The report, which explores the findings of the latest research commissioned by Agilitas, discusses the importance of building strong alliances, partnering for innovation and customer experience, as well as meeting ongoing sustainability targets.

A key takeaway from the report is how Channel partnerships have become less transactional, with responsiveness, flexibility and strategic enablement high on the agendas of those across the sector. The Technology Channel is largely transitioning into a service-based industry, therefore the potential benefits of these partnerships depend on who businesses choose to partner with.

It has been encouraging to see that Technology Channel decision-makers have shown optimism for the future, with partnerships being a key component of successful operations, allowing companies to expand their market reach, strengthen their relationships with customers and increase their visibility.

View Partner Report Here
Agilitas Partner Report Inside
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Through Agilitas’ annual research, it was identified that partnering for growth, improved customer experience and sustainability will become more prominent over the next 12 months

Another area highlighted was the importance of delivering a good customer experience, with 85% of the Channel businesses surveyed agreeing this was a high priority. Looking deeper at the data revealed that 42% of respondents are currently using third-party support to help enhance their customer experience, with a further 29% stating that they will implement this in the next 12 months.

It’s no secret that sustainability continues to be prominent metrics in business development across the Channel, with sustainability partnerships playing a crucial role in helping businesses address social or environmental problems. More often than not, these partnerships are not just focused on reducing a company’s carbon footprint, but launching new sustainability initiatives to meet long-term goals.

Respondents remain confident in the Channel’s ability to build collaborative partnerships that balance profit with social consciousness, with an average result of 7.7 (around 80%). In addition to this, when looking at the results by business type, it was promising to see that over 66% of MSPs and VARs are very confident in the Channel’s ability to balance profit and purpose when building partnerships.

“The Technology Channel has made significant strides in choosing the right partners, selecting those whose values not only align but also offer longevity,” said Sara Wilkes, Chief Operating Officer at Agilitas.

“Confidence has remained high but did vary across companies of different sizes, meaning partnering with like-minded organisations has never been more important for teams to leverage each other’s strengths, expertise and resources to accelerate innovation and development.

“Aligning the correct people and analysing services to tailor offerings to each customer is key, accelerating growth for all parties now and in the future, and the research results highlight that the industry is already making progress.”

View Partner Report Here
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Is embracing innovation the key to enhancing your customer experience?

Michelle Would, Director of Customer Experience at Agilitas discusses this further with Digitalisation World

A business that anticipates, responds to and solves an issue or requirement with speed and efficiency is one that works favourably in the eyes of a customer. Automation is now a huge part of an organisation’s workflow and processes, with businesses in the Channel able to successfully adopt technology and innovation to streamline and improve the customer experience. 

The customer experience (CX) was rated as the second highest priority for the Channel in Agilitas’ Channel Trends Report 2024, and saw 82% of respondents suggest AI as the most impactful development over the next 12 months. From this, it is hardly surprising that CX looks to benefit from what automation and emerging technologies can offer, streamlining the total experience (TX) and increasing customer engagement and satisfaction.

Automation as a driver of the mundane

Automated systems, dataflows and analysis tools are designed to identify and complete mundane tasks, freeing up staff to take on more pressing duties. These tasks are prone to inconsistency and human error, with those completing them often dissatisfied in their roles, harming the overall TX, as well as negatively impacting valuable employee resources and time.

When employees harness the power of automation within their workflows, monotonous tasks are reduced, enhancing the overall working experience. This increase in satisfaction is often passed over to customers, with employees more likely to enjoy their roles. Additionally, this increase in operational efficiency highlights where there is free employee time, which can be used for upskilling and training, better servicing customers and allowing more time to be spent with them.

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The need for consistent customer support

The Channel relies on repeat custom and customer loyalty, with 74% of global consumers wanting positive human interactions with businesses – this can come largely from consistency. This means they would be more likely to repeat purchases from organisations that provide great customer service. Consistent customer experience is, therefore, critical to customer loyalty and increasing a positive profile of the organisation. 

Often the way an organisation responds to an issue is more impactful than the issue itself. By developing a consistent and effective customer service platform, enhanced by automation, a company can secure positive word of mouth between other potential customers and increase success in their business opportunities and leads. 

Key considerations when implementing emerging technologies

While AI, automation, web 3.0 and the Internet of Things have all experienced rapid adoption, it’s important to proceed with caution. The correct investment must be made when it comes to organisations in the Channel for innovative solutions. A business should consider if platforms like AI chatbots are really what its customers want and how these might be used in relation to the customer journey. Keeping an overall strategy and end goal in sight ensures advances remain relevant and purposeful.

The benefits of increased efficiency and profitability are often passed onto the customer, and by embracing innovation, an organisation can identify inefficiencies and reduce operational costs. These savings are incredibly beneficial to Channel businesses and can help them develop a competitive edge. The importance of this saw 73% of customers were more likely to switch to a competitor when they have a bad experience with a brand.

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Integration tools

Portals and deeply integrated tools help develop a defined level of innovation within an Channel organisation. Deep integration, whether that be in the form of automation, or through interconnecting and unified communications, helps to drive progress and connect the workforce, regardless of where they are located. 

Working with integration helps an organisation to drive forward using data and provide proactive services. For the Channel, this can help organisations act proactively rather than simply reacting to customer needs. Instead of waiting for hardware to fail, innovative and data driven insights can alert teams, allowing them to understand and anticipate when the most opportune time is for hardware refreshes. By doing so, organisations in the Channel assist businesses in working smarter, resuming operations faster, providing insightful recommendations and identifying further industry trends.

The Channel Choice

The Channel Choice means technology should act as a driver, not a blocker, and whilst evolving is essential, it should be balanced with human interaction and support. True CX should support individual needs, with innovation playing a part in enhancing this to avoid customers feeling they must follow one path. Some may wish to have a phone call, or communicate via email – no matter their demographic or personal preference, all customers should feel happy accessing the services they want.

As the industry moves forward, a combination of both technology and human based contact is essential for customers. The CX is an important part of the TX, and without innovation, this experience cannot develop. In short, companies in the Technology Channel should consider the importance of how they can implement this technology without creating an overreliance on it. 

Agilitas Early Careers Foundation

Agilitas Partners with the Early Careers Foundation to Support Young Talent

We are thrilled to announce our partnership with the Early Careers Foundation, a meaningful initiative dedicated to supporting young people from low socio-economic backgrounds as they embark on their professional journeys. This collaboration aligns perfectly with our values at Agilitas, where we strive to create a positive, long-lasting impact both within our team and in the broader community.

As part of this partnership, members of the Agilitas team have volunteered to become mentors in a two-year programme aimed at helping young individuals get ready for their future careers. Our mentors will provide guidance, share insights, and offer practical advice to help these young people navigate the early stages of their careers with confidence and clarity.

We believe that this mentoring programme is not just about supporting the workforce of the future, but also about enriching our team. The mentees bring fresh perspectives, energy, and a drive to succeed, which we are certain will have a positive impact on the Agilitas team as a whole.

We look forward to seeing this partnership grow and witnessing the mutual benefits it brings to everyone involved. Together, we are investing in the next generation of professionals, and we couldn’t be more excited!

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Effective strategies for ESG best practices with TIEVA

Agilitas + TIEVA

Collaboration and Competition: Effective strategies organisations can employ when sharing and improving ESG best practices

A conversation between Deborah Johnson, Head of ESG at Agilitas and Lee Ellams, Head of Marketing at TIEVA

Partnerships are essential for growth in any industry. Without collaboration, organisations risk stagnation, the ability to offer fewer new developments to customers and ultimately being outpaced by larger, more competitive conglomerates. As sustainability continues to be a central focus, businesses are left wondering how best to tackle their operations and work towards Net Zero targets.

For many, collaborating through partnerships to develop ESG best practices is the optimal path forward. TIEVA, a leading provider of business IT solutions and services, believes that collaboration within the Channel is essential for achieving a greener future. The collective efforts of manufacturers, suppliers, service providers, and clients can drive significant environmental improvements, and by sharing knowledge, resources, and strategies, the industry can create a more sustainable ecosystem.

With collaboration serving as the common theme, Agilitas’ Head of ESG Deborah Johnson and TIEVA’s Head of Marketing Lee Ellams sat down with Sustainability Voices to discuss the strategies and challenges involved in advancing ESG best practices.

What are the challenges of tracking Scope 3 emissions?

TIEVA: Sustainability, particularly Scope 3 emissions, presents significant challenges for both our clients and us. Scope 3 emissions, which include all indirect emissions that occur in the supply chain, can be extremely difficult to measure and manage due to their extensive and dispersed nature. Our clients often struggle with the lack of visibility and control over these emissions, especially when dealing with a large number of suppliers. Similarly, for TIEVA, integrating sustainable practices across our entire supply chain is incredibly important, but still remains a complex task. There’s a noticeable lack of standardisation across reporting and inconsistent use of metrics that are needed to accurately track progress and make informed decisions. This makes it a tricky task for businesses like ours to fully understand our impact and the steps we need to take to limit our impact.

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Agilitas: We have just undertaken a huge project to create our first organisational carbon footprint across scopes 1, 2 & 3. TIEVA’s experience of data being dispersed was certainly a challenge we also came up against.

Data over the years has been collected in different systems and in different formats. Additionally, data is required from employees, suppliers and in some cases customers, and echoing Lee’s comments about the lack of standardisation, these have all been collected in different ways. Until more formal legislation is announced, it is going to be difficult to get everyone to record metrics in the same way that can then be more easily shared. However, by having conversations with key stakeholders, there are some quick wins that can be identified to make data collection and interpretation more accurate.

How will greater support from your supply chain help?

TIEVA: Greater support from our supply chain is crucial in our sustainability journey. When suppliers are committed to sustainable practices, it becomes easier for us to more accurately identify our total Scope 3 emissions, and therefore understand the steps needed to reduce them. Enhanced collaboration is a must and can lead to shared best practices, innovative solutions, and improved transparency.

For example, if our suppliers adopt green manufacturing processes and provide detailed sustainability data, we can integrate these into our own practices and offer more sustainable solutions to our clients. Moreover, joint efforts in sustainability initiatives, such as programs focused on supporting a circular economy, can lead to cost savings, improved efficiency, and a stronger market reputation for all parties involved.

Agilitas: We have also recognised that collaboration within the supply chain is key to driving meaningful change. Considering the complexity behind greenwashing and environmental legislation, maintaining constant communication and collaboration levels between all parties is crucial. The ESG information we provide will be used by our customers, their customers and so on, so it is important that we don’t only provide data and policies, but we back it up where required with context, so data and information isn’t misinterpreted as it moves through the supply chain.

How can your partners help?

TIEVA: Given that almost 80% of businesses will not be prepared for new EU ESG reporting standards entering circulation early next year, the importance of open collaboration and communication has never been more critical for business survival. We are particularly proud of our initiatives in circular economy practices. We have also been involved in programs for IT asset recovery, refurbishment, and recycling, which significantly reduce e-waste and extend the life cycle of a wide range of hardware and parts.

Additionally, we are exploring the use of AI technologies to enhance transparency and traceability in our supply chain. These innovations not only help us minimise our environmental impact but also provide our clients with more sustainable and cost-effective solutions.

Agilitas: The circular economy piece that Lee mentions is really important and something that Agilitas have built our model on. When utilising a circular economy, companies are reusing and recycling kit, rather than purchasing new. When it comes to tech such as end user devices, approximately 80% of the carbon footprint of the product is in the manufacturing stage. By extending the life of tech, companies are making huge carbon reductions. However, we have found that it is much more complex to track the actual savings of the embedded carbon of products and so it can be difficult to clearly demonstrate just how effective a circular economy approach is. Our partners and particularly vendors can really help here by sharing as much data as possible. If there’s an area where something can be improved, streamlined or made more environmentally friendly, we should act and collaborate on a solution sooner rather than later.

Agilitas: When it comes to sustainability, one of my favourite sayings is to not let perfection prevent progress. There is this desire to want to present perfection to your customers but when it comes to ESG I believe it’s really important to be as honest and transparent as possible, sharing the good, the bad and the ugly!

For ESG purposes, partnerships, communication and healthy competition are of the utmost importance. Navigating best practices, understanding and adapting to new legislation and finding your feet in the market can be intimidating for firms with fewer resources dedicated to ESG initiatives. To avoid being swallowed up by highly-funded domineers in the market, smaller firms must collaborate with one another and strike ESG partnerships to improve and assist one another’s services, customer offerings and efficiencies.

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How can your partners help?

TIEVA: Given that almost 80% of businesses will not be prepared for new EU ESG reporting standards entering circulation early next year, the importance of open collaboration and communication has never been more critical for business survival. We are particularly proud of our initiatives in circular economy practices. We have also been involved in programs for IT asset recovery, refurbishment, and recycling, which significantly reduce e-waste and extend the life cycle of a wide range of hardware and parts.

Additionally, we are exploring the use of AI technologies to enhance transparency and traceability in our supply chain. These innovations not only help us minimise our environmental impact but also provide our clients with more sustainable and cost-effective solutions.

Agilitas: The circular economy piece that Lee mentions is really important and something that Agilitas have built our model on. When utilising a circular economy, companies are reusing and recycling kit, rather than purchasing new. When it comes to tech such as end user devices, approximately 80% of the carbon footprint of the product is in the manufacturing stage. By extending the life of tech, companies are making huge carbon reductions. However, we have found that it is much more complex to track the actual savings of the embedded carbon of products and so it can be difficult to clearly demonstrate just how effective a circular economy approach is. Our partners and particularly vendors can really help here by sharing as much data as possible. If there’s an area where something can be improved, streamlined or made more environmentally friendly, we should act and collaborate on a solution sooner rather than later.

Triple shortlist for CRN Women and Diversity in Channel Awards 2024

Women And Diversity in Channel Awards 2024

Agilitas is thrilled to announce that our team members havebeen shortlisted in three categories in this year’s CRN Women and Diversity in Channel Awards.

The distinguished categories include Sales Employee of the Year (Reseller/Solution Provider), Marketing Employee of the Year (Reseller/Solution Provider), and Rising Star (Vendor/Distributor). This recognition follows a series of previous accolades at the Women and Diversity in Channel Awards, highlighting our ongoing dedication to fostering excellence in diversity, inclusion and industry innovation. Hosted by CRN, the Women and Diversity in Channel Awards is one of the UK’s premier events celebrating diversity, inclusion, and excellence within the IT Channel industry. The awards have been designed to recognise the contributions and achievements of businesses and individuals in promoting a more inclusive and diverse workplace

Ellie Kennedy

Ellie Kennedy, our Senior Client Director has been shortlisted in the Sales Employee of the Year category, spotlighting her exceptional performance and customer service. At Agilitas, we pride ourselves on placing our customers at the heart of all decisions, ensuring the delivery of exceptional IT services while effectively supporting our clients at every level.

Helen Boggs, Head of Marketing

Developing innovative marketing strategies is an essential aspect of our business strategy, allowing us to cement our position as a leader in the Channel industry. Our Head of Marketing, Helen Boggs has been recognised in the Marketing Employee of the Year category. This is a testament to her role in building strategic campaigns and initiatives that have enhanced Agilitas’ market presence and brand recognition.

Tiz Cooper

Finally, our Channel Account Executive, Tiz Cooper has been shortlisted in the Rising Star category, celebrating the significant contributions she has made to the business. At Agilitas, we are committed to nurturing and developing the next generation of leaders in the IT Channel industry, and we are proud that our young professionals demonstrate outstanding promise.

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The winners will be announced on 10th October and we are honoured to be sharing the stage with such an acclaimed and prominent group of individuals and organisations.

Bridging the gap between humans and AI

Artificial Intelligence (AI) is redefining the IT landscape, enhancing productivity, and streamlining processes for businesses operating in the Channel. AI has already proved its worth, with its ability to reduce administrative burdens and its steep adoption in the workplace with 60% of people now using AI-assisted tools at work. With 82% of respondents pinpointing AI as a priority, it’s clear this technology has quickly become an essential component for future success. 

Statista has also reported that the UK has paved the way for AI adoption in professional workspaces, with a further 78% of employers adopting AI and consulting workers on the use of new technologies in the workplace. This shift indicates a growing trend towards an increased reliance on AI for streamlining monotonous tasks and processes, allowing companies to redirect valuable resources towards more pertinent areas of their business.

Whilst its benefits are clear, the rise of AI and its integration across the IT sector has resulted in industry-wide skepticism, with over 30% of workers fearing AI will take over or replace their jobs. Forbes also reports that AI’s potential use far exceeds the readiness levels of today’s modern businesses and the hype that surrounds it. With growing distrust of AI’s potential implications on job security, the duality of the sentiment — embracing AI for certain functions while simultaneously harboring distrust — highlights the nuanced relationship between AI and the workforce. With that in mind, there is an increasing need for Channel businesses to address concerns, build trust, and bridge the gap between workforces and AI technologies.

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Elevating the Channel through AI 

There has always been a nervousness around ‘Artificial Intelligence’, with the fear that robots will take over, everyone will be out of a job and computers will run the world. In the background, AI has been developing but being delivered to consumers using different languages – predictive analytics and assisted helpdesk – are just a few examples.

Then Chat GPT came along and showed the potential of generative AI to the masses and suddenly the popularity of AI exploded. The shift in perception of AI has gone from people being fearful to suddenly wanting to adopt AI in as many ways as possible. The sentiment is suddenly that AI can save us a great deal of time and money.

Of course, there is an element of truth in that and a strong focus should be placed upon the benefits AI welcomes. With AI’s ability to introduce efficiencies, provide insights, and unlock new capabilities, it can deliver a unique outlook on business performance, customer preferences, and market trends. By leveraging AI, Channel companies can find new ways to boost operational efficiency. AI’s ability to analyse vast amounts of data allows businesses to effectively allocate resources towards key areas such as staff training and development. This is crucial, as Statista reports indicate that 20% of employees feel they need upskilling in AI best practices.  

AI can also help reduce the risk of human error by allowing workforces to scale back on repetitive tasks, thereby easing pressure on more critical parts of the business. It also allows Channel businesses to boost productivity by leveraging data to produce detailed business insights. AI algorithms can detect patterns, analyse competitor activities, predict customer preferences, and generate quality leads, helping to expand an organisation’s customer base and identify new sales and marketing opportunities. By utilising AI’s extensive data analysis capabilities, IT vendors in the Channel can analyse key data points and uncover meaningful insights about their performance, preferences, and behaviour.

AI can also play a crucial role in ensuring Channel businesses remain compliant with regulatory bodies by analysing data and detecting anomalies or non-compliant activities. This enables IT businesses to proactively address compliance issues and mitigate risk.

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However, despite the increasing integration of AI technology in the Channel, a significant AI Trust Gap exists within organisations of all sizes. We recently surveyed our employees to understand what factors businesses should consider when integrating AI technology into their organisations. Data quality and integration with existing systems topped the list, closely followed by understanding how AI would address business needs and its longer-term strategy. Compliance with ethical guidelines was also raised.

The disruptions and uncertainties caused as a result of integrating AI across daily operations can be a key cause for concern with workforces. There isn’t full confidence that AI can be fully trusted and a human element will still be required to sanity check the output. The impact of AI on business operations and processes can also lead to employee issues like job insecurity and lack of confidence in the transparency and accountability of AI decisions.

Unlocking AI in the Channel through education

Whether Channel businesses are specialising in AI services as a go-to-market strategy or are adopting AI tools within their organisations to improve operational efficiency, employees must be prepared and supported. By establishing clear communication channels, addressing employee concerns, offering training programmes, and developing awareness initiatives, Channel businesses can take effective steps toward bridging this confidence gap. Comprehensive education programmes can help educate employees on the benefits, key uses, and limitations of AI technologies ensuring employees at all levels understand AI’s role within the organisation. Through continuous learning opportunities, Channel leaders can equip their workforce with the necessary skills to leverage AI effectively to support key operations and processes. 

Furthermore, businesses can use awareness campaigns highlighting success stories where AI has positively impacted the organisation, emphasising the technology’s role in enhancing, rather than replacing human capabilities. By fostering a culture that values both human and AI contributions, Channel organisations can ease fears of job displacement and encourage collaboration between AI and employees.

Communication is so often the answer, and when it comes to AI, establishing open lines of communication is key. This should be with all stakeholders – partners, customers, and especially employees.  A culture that considers the implications of AI and takes a measured approach to effectively implement the technology will create a more collaborative workforce, capable of leveraging AI’s full potential to ensure business success.

A staggeringly low number of organisations have formal policies regarding their workers’ use of AI in place – with only 10% having this implemented currently. Therefore the overwhelming need for the gap to be bridged is through education and training, extending beyond just its uses, instead considering how employees and the industry use AI-powered tools in an ethical, fair, and consistent manner. Developing a clear and critical code of conduct for employees to work against helps to bridge this technology’s gap – painting it as a tool for best practice, rather than one used by employees to cut corners or reduce workloads. Still, with 68% of employees surveyed saying they don’t disclose their use of AI to their employer, a paradigm shift must be considered when looking at the tools used by employees daily and how these tools can transparently be used across the Channel.

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Navigating Uncharted Waters with Total Experience – PCR Magazine 2024

Agilitas’ newly appointed COO Sara Wilkes talks to us about Agilitas’ plans for the future – read more in the latest issue of PCR Magazine

“With my 18+ years of experience in the Channel, I knew I could take charge of the CX strategy and ensure that this wasn’t a silo that sat on its own, but truly integrated into the heart of the business. 2024 is a really exciting year for the company. We are starting the new financial year with a passionate leadership team, a redefined purpose with company values to reflect this, a clear strategy and an OKR (objectives and key results) framework that every member of the team can align with. My role as COO will involve leading the total experience workstream that encompasses culture, excellence, the voice of the customer, technology and automation, and sustainability. We have the plans and people in place and I’m incredibly excited to be working directly with our customers so they can experience the results of all our hard efforts.”

View the full article here
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