New research (May 2025), commissioned by customer conversation experts Moneypenny, shows that AI adoption is booming in marketing, analytics, and customer services, with more than two-thirds of companies now using or considering AI to drive efficiency, enhance decision-making and supercharge growth.
AI is no longer just a future possibility it is now an active force in how businesses operate. From marketing to customer services, companies are leaning into AI to handle repetitive tasks, unlock productivity, and deliver faster, smarter outcomes.
Key findings
With 75% of UK companies now using or exploring AI the survey findings show marketing, content creation, and analytics to be the top areas when it comes to adoption. Meanwhile, 47% already use AI for analytics, 45% for customer service/chatbots, and 42% for both productivity and marketing tasks.
Notable, if unsurprising however is that AI is especially on the rise in larger operations where 80-90% of companies with 250–500 staff are considering it, compared to 66 % of microbusinesses. Some 28% of all companies are now fully embracing AI, with a further 40% selectively adopting it.
From a sector standpoint IT & telecoms and legal are leading the way with 64% of these companies already using AI for content and marketing.
What is AI’s value?
When it comes to AI’s value respondents cited time savings (54%), productivity gains (43%) and cost savings (42%) as key considerations. In addition, businesses are turning to AI not just for automation but for better, faster decision-making.
Despite the obvious benefits, concerns remain – the top challenges being seen as data security (43%), staff anxiety (42%), and customer experience concerns (32%). However, the core message is clear: AI adoption must be ethical, transparent, and people-first with a human safety layer. Also – for the majority (58%) of all responding companies that have implemented AI – better guidance on how to execute it effectively is required.
Delivering real impact
Jesper With-Fogstrup, Group CEO at Moneypenny said: “This research shows that AI agents can deliver real impact but success depends on how they’re used.
“AI isn’t a one-size-fits-all solution. What matters is creating experiences that are personal, relevant, and contextually right. Many businesses benefit because a large proportion of their customer interactions are about routine, frequently asked questions which AI can handle brilliantly.
“That frees up real people to focus on the more complex, sensitive or high-value conversations. It’s about using the right blend of tech and people to deliver the best possible customer experience,” he added
For more information: https://www.moneypenny.com/uk/resources/blog/the-state-of-ai-adoption-in-uk-businesses/
