This episode of Fresh Perspectives explores how SMEs can use AI and automation to improve efficiency, reduce risk and support business growth.

Rob Brown is joined for the final time in this three-part series by Charles Richards, UK Head of Digital Client Service at Azets, to discuss how SMEs should think about AI in terms of outcomes rather than tools. We look at where automation delivers quick wins, how AI can free up time for higher value work and why strong data foundations matter.

Charles explains how SMEs can move beyond experimentation by prioritising the biggest pain points, setting clear governance and building confidence through approved tools and learning frameworks. We also explore how AI can support growth by surfacing insights, improving decision making and enabling more personalised customer experiences.

This is Part 3 of a three-part series and brings together customer service, technology and AI into a practical framework for SME leaders.

You can connect with Charles Richards on LinkedIn.

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Fresh Perspectives is the business podcast from Azets where advisers, experts and leaders share fresh thinking to help you move forward with confidence.

Each episode explores real-world challenges and opportunities for business owners and entrepreneurs, from finance and growth to leadership and technology.

Formerly Bang The Drum, the show continues Azets’ commitment to sharing practical advice, new ideas and inspiring stories from across the business community.

This podcast has featured at #1 in the Apple Podcast charts for Management podcasts and #19 in the Apple Podcasts charts for Business podcasts.

Follow and subscribe to Fresh Perspectives on your favourite player, leave a review and share it with others who you think might enjoy it.

Find more about Azets at www.azets.com.

Contact us at podcast@azets.co.uk.

This episode of Fresh Perspectives looks at how SMEs can balance technology with a human touch to improve customer experience without damaging trust.

Rob Brown is joined again by Charles Richards, UK Head of Digital Client Service at Azets, to explore which customer interactions should be digital first and which must remain human led. We discuss how automation can remove friction, free up time and improve consistency while still preserving empathy, judgement and accountability.

Charles shares practical insight into designing seamless handoffs between digital and human support, avoiding dead ends in customer journeys and ensuring customers always know who is accountable. We also explore the role of service analytics, role based learning and digital champions in helping teams use technology confidently.

This is Part 2 of a three-part series and builds on Episode 13 by showing how technology can strengthen service rather than replace human connection.

You can connect with Charles Richards on LinkedIn.

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Fresh Perspectives is the business podcast from Azets where advisers, experts and leaders share fresh thinking to help you move forward with confidence.

Each episode explores real-world challenges and opportunities for business owners and entrepreneurs, from finance and growth to leadership and technology.

Formerly Bang The Drum, the show continues Azets’ commitment to sharing practical advice, new ideas and inspiring stories from across the business community.

This podcast has featured at #1 in the Apple Podcast charts for Management podcasts and #19 in the Apple Podcasts charts for Business podcasts.

Follow and subscribe to Fresh Perspectives on your favourite player, leave a review and share it with others who you think might enjoy it.

Find more about Azets at www.azets.com.

Contact us at podcast@azets.co.uk.

This episode of Fresh Perspectives explores what great customer service really means for SMEs and why it is a growth lever rather than a hygiene factor.

Rob Brown is joined by Charles Richards, UK Head of Digital Client Service at Azets, to unpack how customer experience directly affects retention, lifetime value, referrals and team engagement. We discuss why clear service standards matter, how SMEs can listen properly to customer feedback, and where service breakdowns most commonly occur.

The conversation focuses on the moments that matter most to customers, including onboarding, issue resolution, renewals and pricing conversations. Charles explains how SMEs can use feedback loops, simple metrics and leadership visibility to improve service without over engineering the process.

This is Part 1 of a three-part series on customer service, technology and AI, and sets the foundation for how SMEs can deliver consistently strong experiences.

You can connect with Charles Richards on LinkedIn.

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Fresh Perspectives is the business podcast from Azets where advisers, experts and leaders share fresh thinking to help you move forward with confidence.

Each episode explores real-world challenges and opportunities for business owners and entrepreneurs, from finance and growth to leadership and technology.

Formerly Bang The Drum, the show continues Azets’ commitment to sharing practical advice, new ideas and inspiring stories from across the business community.

This podcast has featured at #1 in the Apple Podcast charts for Management podcasts and #19 in the Apple Podcasts charts for Business podcasts.

Follow and subscribe to Fresh Perspectives on your favourite player, leave a review and share it with others who you think might enjoy it.

Find more about Azets at www.azets.com.

Contact us at podcast@azets.co.uk.