The tools are working. The organisations aren’t ready for what they’re revealing.

PLUS: Three speakers. Same conclusion. Here’s what the organisations seeing returns actually built.

From the aibl team

Last week we hosted aibl’s first workforceLIVE event in London, focusing on Capabilities, Culture and Change. The day was structured around talks from leaders helping to implement AI and round tables where attendees shared lessons and war stories.

We were delighted with the audience, their feedback and their +75 NPS score for the day. If you’re interested in the go-to-market side of AI, you can apply here to join us at the next Leadership Series event, growthLIVE: AI for Marketing, CRM and Revenue Growth on the 10th of June.

Our lead article digs into the talks, but before that here are some findings from our survey of over 750 leaders in the UK mid-market. There is a consistent difference between the companies that have aligned their strategy, departments and employees, and those that haven’t, and it shows up sharply in who is actually seeing positive ROI.

Notes from workforceLIVE: AI amplifies what’s already there

Most organisations have invested in AI tools over the last three years. About half of them are still waiting for positive returns.

It’s easy to point at the tools, but the issues are often organisational and human.

Admittedly, an event called workforceLIVE was never going to conclude that the missing ingredient was a better software licence. But in the course of the morning we spoke with three experts who, working with different data, arrived at the same conclusions from three unique angles.

Product spotlight of the week

This week the aibl team has been tracking Freshworks, whose ITSM platform Freshservice and customer support platform Freshdesk are being adopted by mid-market teams that find enterprise incumbents too heavy to run without dedicated implementation resource.

It consolidates tickets, assets, and service requests in one place, with Freddy AI built in rather than bolted on. In June 2025, Freshworks added the Freddy AI Agent Studio, a no-code builder that lets support and IT teams deploy autonomous agents that handle transactions rather than just respond: processing refunds, checking order status, updating records.

One caveat: advanced AI is not all in the base plans. Freddy Copilot runs as a paid add-on, and agentic AI sessions may be limited on lower tiers. Plans start around $19 per agent per month on annual billing, with fuller AI capability at Pro level and above — worth scoping before assuming the headline price includes everything.

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