Embracing the AI Revolution in Consulting: Why Customer-Centricity is Now Non-Negotiable

By Asbj?rn Levring, Founder of INSTRAT360

Consulting is at a crossroads. On one hand, there’s a surge of new possibilities unlocked by artificial intelligence (AI), enabling routine research and data-crunching tasks to be automated at scale. On the other, clients are demanding far more collaborative, customer-centric approaches that deliver tangible - and, increasingly, personalized-business outcomes. It’s no longer enough to provide static, data-heavy slide decks. Today’s consultants must fuse advanced analytics with empathetic facilitation to help organizations thrive in a hyper-competitive landscape.

AI Adoption: More Than a Trend - It’s Transformative

Recent industry data shows the global market for AI consulting is growing at over 25% per year, and consulting firms across the board are investing heavily to meet the rising demand. According to a McKinsey survey, the number of professional services firms using AI has soared to over 70% - the largest uptake in any sector. For consultants, this means that key aspects of traditional project work - like labor-intensive data analysis - can now be done faster and with greater precision by AI-powered tools. KPMG, PwC, and Accenture have each committed billions to build out their AI capabilities, and alliances like Bain & Company’s partnership with OpenAI underscore just how integral AI has become to the consulting toolkit.

But automating analytics is only half the story. By offloading time-consuming tasks to AI, consultants can devote more of their energy to designing strategies that genuinely move the needle for clients. This enables deeper focus on change management, creative problem-solving, and above all - on the customer experience.

The Rise of Customer-Centric Consulting

Focusing on end-customers is no longer a “nice to have,” but a competitive imperative. A 2023 KPMG study found that personalization is the single biggest driver of loyalty, influencing roughly 20% of customer retention. Meanwhile, IBM’s research shows companies that lead in customer engagement are leveraging AI tools to deliver consistent, proactive interactions across the entire customer journey - from marketing touchpoints to support channels.

Consulting firms are, in turn, being called upon to help clients design these experiences. The goal: to foster meaningful relationships that don’t just boost customer satisfaction, but generate revenue growth and brand loyalty. At INSTRAT360, we’ve seen first-hand how customer-centric transformations - powered by AI-driven insights-can reignite business growth. It’s not about churning out another technology roadmap or “best practice” deck; it’s about co-creating solutions with clients, ensuring that AI doesn’t overshadow human empathy but instead amplifies it.

New Business Models and Opportunities

In parallel, the consulting business model is evolving. Many firms are moving toward outcomes-based contracts, where fees are tied to measurable results -like cost savings or revenue improvements - achieved through AI-enabled solutions. Partnerships with tech giants such as Microsoft, Google Cloud, and OpenAI allow consultants to integrate machine learning, NLP, and generative AI more seamlessly into client engagements.

In addition, consultancies are commercializing their own AI assets, offering subscription-based analytics platforms or automated compliance tools that generate recurring revenue. The shift from “billable hours” to “scalable solutions” is especially pronounced at the largest firms, which view AI as a strategic differentiator that can accelerate innovation for clients.

Facing the Consequences of Standing Still

For consulting firms that haven’t yet embraced AI or customer-centric strategies, the risks are high. A 2024 Management Consultancies Association survey revealed that 94% of consulting leaders expect AI-driven advisory work to dominate growth in the next few years. Without robust AI capabilities, consultancies may struggle to compete on speed, cost, and data depth-key factors that influence how corporate buyers select partners. In today’s market, failing to adopt AI isn’t just about missing out on the “cool new tool” - it’s a strategic vulnerability that will become more glaring with time.

Charting a Future That Balances Tech and Humanity

The path forward is clear: consulting must blend the analytical power of AI with uniquely human faculties - like empathy, creativity, and communication - to deliver transformational outcomes for clients. It’s about making business more personal again, even in an era of automation. AI can handle the grunt work, but it can’t replicate the nuance of human insight or the power of trust.

In short, this is a moment of unprecedented opportunity for consultancies ready to step up. Those that can master AI while doubling down on customer-centric facilitation will become indispensable partners to organizations worldwide. Those that lag behind risk obsolescence in a field where speed and personalization are the new currency.

At INSTRAT360, we’re committed to being at the forefront of this shift. By harnessing AI to streamline data analysis and real-time insights, we can focus on co-creating innovative solutions that place the customer at the center. The result? Tangible business impact that endures - long after the “project” is over.