Boosting Productivity through Automation- Insights from the UK National Showcase: Next Generation Professional & Financial Services Conference

March 11th, 2025

Boosting Productivity through Automation

Nick Jordan, Managing Director of BrokerCentral, spoke at the UK National Showcase: Next Generation Professional & Financial Services conference on 11 March, hosted by Innovate UK. He joined a panel discussion exploring Boosting Productivity through Automation.

Solving the Real Problems
According to Nick, BrokerCentral didn’t start by solving a single problem—they began by listening. Brokers shared a wide range of pain points, and the platform was built to address them holistically. One of the biggest time drains? Re-keying data into multiple systems. BrokerCentral developed tools to automate this process.

56% of Brokers’ Time is Non-Client Work
Nick highlighted that over half of brokers’ time is spent on non-client work. “Time is money,” he said. Productivity isn’t about working harder; it’s about removing repetitive tasks that get in the way of serving clients.

AI Should Be Practical, Not Performative
BrokerCentral uses AI internally to triage support queries, saving time without replacing human judgment. AI is also provided to clients to extract structured data from insurer documents—but always as a supportive tool, not a substitute. Users are encouraged to check results rather than rely solely on AI.

Caution: The AI Arms Race
He warned about the risk of companies claiming to be “AI-enabled” without solving real problems. At BrokerCentral, AI is applied deliberately and must improve processes, not just add hype.

People Still Matter
One of the biggest risks with AI, is making customers feel like a ticket number. Miscommunications, compliance breaches, and damaged trust can arise if automation is implemented without empathy. BrokerCentral’s AI features are designed to augment people, not replace them.

Final Thought: Don’t Get Too Reliant
Nick emphasized the importance of maintaining control over automation tools. If a key AI tool becomes unavailable or costly, businesses need a backup plan.

Nick concluded that smart automation, done correctly, can boost productivity, morale, and outcomes in professional services.

To watch the full conversation, please click on the link
https://www.youtube.com/watch?v=dwQBoKpM7dg