Why London is a goldmine for AI in business

As a researcher at Rennes School of Business, France, I’m fascinated by how artificial intelligence shapes the way businesses work, especially how it connects technology, employees, and the networks they build. My studies focus on AI’s role in firm-employee dynamics and tech networks, and I love digging into real-world cases to spot patterns and draw insights.

London, with its buzzing mix of innovation and talent, is the perfect place to see this in action. The city is rich with examples of companies using AI to bridge tech and people, and I’ve been exploring some of these stories to understand what they mean for the future. Let’s look at three key ways AI is linking networks in London businesses, backed by real cases, and see what we can learn.

AI Building Bridges Between Customers and Employees

One trend I’ve noticed is how AI creates networks that connect customers and employees in smarter ways. My research shows that when AI personalises experiences, it doesn’t just help customers, it also strengthens the network of interactions between them and staff, making everyone’s job easier.

Sainsbury’s Linking Shoppers and Staff

Sainsbury’s, a London staple, has been using AI through its Nectar program to personalise shopping. Since 2024, their AI system studies what customers buy and sends tailored offers, like a discount on your favourite cereal (Retail Technology Innovation Hub, 2024). This has continued into 2025, creating a network where customer data flows to employees, who can then offer better service, like suggesting meal ideas. From my perspective, this shows how AI builds a tech network that links customer preferences to employee actions, sparking creativity in how staff engage with shoppers. It’s a win-win: customers feel understood, and employees can focus on meaningful interactions.

BT Connecting Through AI Chatbots

BT, a major player in the UK, has been using an AI chatbot since 2024, with upgrades in 2025 to better serve customers (BT Newsroom, 2025). In London, this chatbot handles queries like fixing broadband issues by understanding what each customer needs. It creates a network where customer needs are quickly shared with human agents, who can then step in for trickier cases. I see this as AI forming a bridge between tech and people – customers get fast help, and employees can focus on building relationships rather than repetitive tasks. It highlights a pattern: AI networks that share information in real-time make firms more responsive.

AI Streamlining Operations Through Employee-Tech Networks

Another area I’m interested in is how AI streamlines operations by connecting employees with technology. My research suggests that when AI handles routine tasks, it creates networks that let workers focus on bigger challenges, improving how firms operate.

Royal Mail’s Delivery Network

Royal Mail has been using AI to optimise deliveries, especially in London’s busy hubs. Since 2024, they’ve used machine learning to plan the best routes for their vans, a practice that’s continued into 2025 (Post & Parcel, 2024). This forms a network where AI shares route data with drivers, cutting down delays. From my lens, this shows how AI can link tech with employees to boost efficiency – drivers spend less time stuck in traffic and more time solving customer issues, like tracking a lost parcel. The implication here is clear: AI networks that integrate with employee workflows can make operations smoother while empowering staff to add value.

NHS at Guy’s and St. Thomas’ Supporting Doctors

At Guy’s and St Thomas’ Hospital in London, the NHS uses AI to speed up diagnoses. In 2025, their PharosAI project analyses medical scans to spot issues like cancer faster (GOV.UK, 2025). This creates a network where AI shares insights with doctors, who can then spend more time with patients. I see this as a powerful example of AI connecting tech with healthcare workers—doctors get critical data quickly, letting them focus on patient care. The pattern is that AI networks can enhance decision-making, giving employees the tools to do their best work.

AI Creating Inclusive Networks for Everyone

Finally, I’m drawn to how AI builds inclusive networks that ensure everyone can access services. My research highlights that AI can link technology with diverse groups, making firms more equitable and connected.

BBC’s Accessible TV Network

The BBC, right here in London, uses AI to make its iPlayer service more inclusive. As of 2025, they’ve added AI-generated subtitles to shows like Doctor Who, helping hearing-impaired viewers enjoy TV (BBC Innovation, 2025). This forms a network where AI connects content with audiences who might otherwise miss out. From my perspective, this shows how AI can bridge tech and people to create fairer access – producers can reach more viewers, and audiences feel included. It’s a pattern of inclusion that strengthens the firm’s network with its community.

Transport for London’s Navigation Network

Transport for London (TfL) is using AI to help visually impaired passengers. In 2025, they’ve partnered with Waymap at stations like Waterloo, using AI to provide voice directions through the Tube (TfL Accessibility Report, 2025). This creates a network where AI links station data with passengers, helping them navigate crowds. I see this as AI building an inclusive network—TfL staff can better support diverse commuters, and passengers gain independence. The implication is that AI networks can make firms more accessible, connecting employees with the people they serve in meaningful ways.

What These Cases Tell Us

London’s real-world examples—like Sainsbury’s, BT, Royal Mail, the NHS, BBC, and TfL- show how AI is weaving networks that connect technology, employees, and communities. My research points to a few patterns: AI networks that share information quickly can boost creativity and efficiency, while those that prioritise inclusion strengthen a firm’s ties with its audience. But there are challenges, like ensuring these networks don’t exclude anyone or misuse data, which firms need to tackle carefully. These cases from 2025 prove that AI is a partner in building stronger connections within companies.

Final Thoughts

London is a goldmine for any company interested in building AI networks in business, with real use cases that show how tech and people can work together. From shopping smarter at Sainsbury’s to getting around with TfL, AI is helping London firms build networks that make a difference. As a researcher, I am excited to see what’s next for this city, and I hope businesses keep using AI to connect in thoughtful ways. Keep reading the London Daily News for more on how tech is shaping our lives.

About the author

Dr. Ozlem DOULL is an Assistant Professor of Marketing at Rennes School of Business, France, with a PhD from the University of Melbourne, Australia, and over a decade of industry experience in customer service, e-commerce, and marketing communications. Her research focuses on frontline employee networks, AI in customer service, and social network analysis, driving insights into service innovation and employee-driven creativity.