84 INTERVIEW Agentic AI is changing the pace of business and the expectations of clients – but for Velosio, the fundamentals of a successful technology project stay the same. “It’s about building trust, creating confidence and helping clients achieve meaningful business results,” says Hersch Patel, chief client officer at Velosio. “Clients expect faster answers, better information and more proactive guidance. They want a partner who understands their business, as well as the technology. The organisations that stand out will combine technology with trust, accountability and a genuine commitment to client success – at Velosio, we call this ‘creating raving fans’.” As its own client zero, Velosio gains a practical understanding of any solution before recommending it to clients. “We use AI across sales, delivery, support, operations and leadership functions, which gives us first-hand experience with both the opportunities and the realities of implementation,” says Patel. “We see where adoption happens naturally, where employees need support, and where governance and process become as important as the technology. And when we find a game-changing technology – like the awesome productivity capabilities of Microsoft Copilot Cowork, which saw rapid uptake in our own organisation – we share that success with clients.” Typically, people – not technology – are the key to an implementation’s success. “Change management determines success more than the technology itself,” says Patel. “Employees need to understand how AI will help them, not just how it will change their work. Organisations that focus only on tools tend to struggle, while those that achieve the greatest value focus on people, process and outcomes first.” Importantly, when technology goes live, it’s just the start of the journey. “Our work with clients begins with understanding their business objectives, operational challenges and long-term goals,” says Patel. “From there, we guide strategy, implementation, adoption, support and ongoing optimisation around the outcomes they’re trying to achieve. AI helps us make that journey more connected and informed. Our teams can access information faster, identify patterns across engagements, highlight emerging issues and ensure important actions don’t fall through the cracks. It helps us become more proactive.” Small improvements in day-to-day processes – like the company’s support timesheet agent which automates allocation and billing on time logged by support engineers – soon add up to bigger benefits for Velosio’s staff and clients. “Clients often don’t notice the technology, they notice the experience – quicker responses, better follow-through and more informed conversations,” says Patel. “For our clients, the impact often appears in practical ways: service teams can respond faster, employees can access information more easily, leaders can make decisions with better visibility, issues can be identified earlier. Those improvements create a better Using AI to drive client delight Velosio’s Hersch Patel shares with Jacqui Griffiths how the company combines AI with a commitment to business success – and creates ‘raving fans’ among its clients
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