As Chief Technology Officer (CTO) of Moneypenny, the leading outsourced communications company, Pete Hanlon believes we are reaching a pivotal milestone, especially with Artificial Intelligence (AI). Here’s his take on the next year, highlighting the obvious shifts and deeper changes that could redefine how we work in every sector- from facilities management to professional services.

Open Source Is Coming for the Crown

The most exciting battle in AI isn’t unfolding in corporate labs; it’s happening in the open-source community. By mid-2025, we’ll see open-source models going head-to-head with industry leaders such as GPT-4o and Claud-Sonnet-3.5. This isn’t just about matching performance metrics. It’s about making AI accessible to sectors that have been held back by data privacy concerns, opening doors for industries that have struggled to leverage this technology. The result? A new era where AI is democratised, accessible to all, and no longer controlled by closed-source businesses.

Forget AI Replacing Workers – Think AI as Your Digital Colleague

Remember when everyone thought AI would replace us all overnight? That’s not how it’s playing out. Instead, we’re witnessing the emergence of hybrid teams where AI takes on the repetitive tasks, leaving people free to handle more complex challenges. It’s less about replacing jobs and more about using AI to superpower people and using data to enable smarter decision-making. Moneypenny, for example, delivers outsourced communication solutions that blend the efficiency of AI with the personal touch of real people.

Integration: The Real Challenge Nobody’s Talking About

The next phase isn’t about building brand new AI systems, it’s about weaving them seamlessly into existing business processes and infrastructure. Picture Customer Relation Management (CRM) systems that can predict what customers need, knowledge bases that update themselves, conversations that flow naturally between voice and text, and customer support that breaks language barriers. Our clients can effortlessly embed our customer service systems powered by AI directly into their back office with minimal effort and maximum impact.

Industry-Specific Models: Tailored AI for Specialized Needs
We’re entering an era of industry-specific Large Language Models (LLMs) tailored for fields like finance, healthcare, and law. These models will come pre-loaded with domain-specific knowledge, enabling businesses to deploy AI that understands their unique requirements, language, and regulatory needs. In finance, LLMs could support compliance and offer investment insights. In healthcare, they could assist clinicians with patient histories and treatment guidelines. In law, they could streamline contract review and case law analysis. These specialised models will allow companies to quickly implement AI that’s relevant, compliant, and impactful in their field.

The Reality Check Is Coming

Some companies may soon realise they’ve taken on more than they can handle with AI adoption, facing a range of unexpected challenges. Many will struggle with complex integration issues as they attempt to launch AI initiatives within existing systems. Additionally, there may be difficulties in managing the high expectations around AI’s capabilities, as reality often falls short of the hype surrounding its potential.

Regulation: The Elephant in the Room

Companies should prepare for the growing impact of AI regulations, particularly in customer-facing applications. Forward-thinking organisations are already taking steps to build transparency into their AI systems, overhauling data governance practices to ensure accountability. They are creating detailed audit trails to track AI decision-making and making sure that their systems are both fair and accessible. These proactive measures not only help them stay compliant but also foster trust with their customers.

What This Means for You

The next year won’t just be about AI getting better – it’ll be about AI getting smarter about how it fits into our existing world. Success won’t come from blindly adopting every new AI tool. It’ll come from carefully choosing where AI can genuinely improve how we work.

Workplace design and build specialist ODCreate has reimagined 7,000 sq ft of office space in central London delivering a category A+ project. The offices, at 101 St Martin’s Lane, have been refurbished for landlord KGAL, an independent German Investment and Asset Manager.  The reimagining of the existing space has been undertaken with sustainability and adaptive […]

According to global real estate advisor CBRE, Artificial Intelligence (AI) is poised to transform the landscape of Facilities Management. This technology will enhance efficiency, reduce operational costs and improve the overall occupant experience.

One key use of the technology, uncovered by CBRE, who will be exhibiting at Facilities & Estates Management Live is data analysis. AI can streamline workflows and reduce errors, leading to higher quality outcomes and better overall performance- ultimately delivering greater value to clients and occupants and provide valuable insights that can help in decision-making and strategic planning for FM.

AI gives a simultaneous and holistic view of a building or estate’s performance by linking datasets from many different sources such as asset optimisation, risk and energy performance. Looking at many datasets at the same time, it enables FMs to improve service across a range of indicators such as optimising performance, reducing cost or reducing carbon emissions. 

Additionally, AI has the power to transform the workload of FMs by undertaking repetitive tasks, such as reviewing occupancy data for workplace comfort and adjusting building maintenance systems. Taking advantage of administrative efficiencies could speed-up many processes and deliver faster resolutions for clients, this allows employees to focus on more complex, creative and business-critical tasks, therefore enhancing job satisfaction and productivity.

With the approach of net zero deadlines, there is even more of a focus on what AI can do to accelerate progress. Smart systems that use AI can study patterns in a building’s energy usage and suggest tactics for decreasing consumption; by optimising lighting schedules, heating, ventilation and air conditioning according to occupancy and other external factors, machine learning algorithms can result in substantial energy savings.

Jennet Siebrits, Head of UK Research at CBRE, said, “AI is at the forefront of technological innovation, driving advancements in sustainability and data. Those who can bridge the theoretical knowledge with practical implementation, while managing ongoing risks, will be able to most significantly capitalise on the benefits of AI”.

Furthermore, Ben Taylor, Global Digital & Technology Lead at CBRE Local, stated, “it is not often that a technology arrives with such transformative potential. At CBRE, we will ensure that every space we manage is smarter, more sustainable, and tailored to the evolving needs of the people who use them.” 

NEW RAIN GARDENS IN CENTRAL LONDON TO IMPROVE TRANSPORT NETWORK AND CLIMATE RESILIENCE 

The new Marylebone Flyover rain gardens are the largest sustainable drainage systems (SuDS) in central London. Equivalent to the size of 10 New Routemaster buses and with more than 3,500 square metres of water collection area, this project will boost biodiversity, improve surface drainage, and make the network more resilient to climate change and flooding. Mete Coban, Deputy Mayor for Environment and Energy said, “addressing the important issue of surface water flooding is one of many ways we are working with partners like TfL to make London more climate resilient, creating a fairer, greener city for all”.

The planted gardens can be seen on three corners of the road within the Marylebone Flyover underpass and are about 300 square metres when combined. They have been planted with 11 trees, 95 shrubs, more than 1,100 perennial plants and almost 2,300 bulbs in total. All have been chosen to support pollinating insects and can thrive in local climate and soil conditions so require minimal maintenance.

Londoners can spot flowering species like pink geraniums, orange-coloured Kniphofia and blue wood-aster in full bloom, adding colour and life to the urban streets. 

Porous rain gardens such as this are vital when significant storms occur by helping to prevent flooding on busy roads. The Marylebone rain garden scheme is a collaboration between TfL, the Greater London Authority (GLA) and Thames Water, with the Marble Arch London BID committed to fund and run the maintenance work on the gardens. It was part funded by Thames Water and the GLA under the Green Infrastructure Fund programme where £1 million was allocated for greening projects on the TfL Road Network. TfL’s most recent Business Plan sets out their plans to invest £6 million, between now and 2027/8, to improve its understanding of the impacts of climate change, as well as help supplement existing projects to add additional green infrastructure and SuDS. 

TfL’s highways-based SuDS will not only reduce flooding risks but also support biodiversity and improve water quality in London’s rivers, supporting the Mayor’s ambition to achieve swimmable rivers in the capital by 2034. More sustainable drainage is a key part of TfL’s plans to make the capital more resilient and biodiverse, and the completed Marylebone Flyover rain gardens have enabled TfL to reach more than 70 per cent of its current annual target.

Craig Boorman, Principal Environmental Engineer at Thames Water stated, “this unique regeneration project shows how sustainable drainage can help our capital city to adapt to the impacts of more intense rainfall, while also being beautiful and enhancing for local communities- the solution is to turn our landscape from grey to green.”

CAN FOOD & DRINK BE THE NEW “SOCIAL GLUE”

The shift to remote work during the pandemic redefined work-life balance and transformed the traditional workplace model. For many it brought flexibility and the ability to balance work and life more effectively, but in turn it has fostered a new level of isolation, where 27% of employees now report feeling lonely at work*. 

Loneliness in the workplace has long been a significant, yet often overlooked issue, and research over the past several decades highlights its profound impact on people’s health and well-being. The absence of in-person interactions means reduced social connections and that sense of community that often comes with a permanent office setting. BMC Public Health states that loneliness carries a mortality risk comparable to that of smoking, alcohol consumption, and physical inactivity, highlighting that social connection isn’t just a nicety—it’s now a necessity.

A recent report titled The Power of Socialisation, initiated by the Global Eating at Work 2023 study, brought home this fact, and has also highlighted how food and drink can play a crucial role as the “social glue” in the modern workplace. Nearly half of employees said they wanted to socialise with their colleagues more often and 92% said workplace events should include food and beverages. With hybrid working models flourishing, employees are increasingly selective about their in-office days, emphasising that these should offer genuine value, especially in fostering social connections.

Bringing it back to the office. 

In this report, employees expressed a desire for more frequent short breaks throughout their working day – wanting to use this time to leverage food and beverage (F&B) facilities to connect with colleagues. There was also a strong preference for a broad selection of culinary options to be provided, to celebrate diversity and encourage inclusivity among coworkers. “Having food and drink facilities at work encourages weekly social lunches for 74% of employees, compared to 48% without F&B amenities”.

(insight piece provided by Restaurant Associates).