The Multiverse blog

Across the UK, industries from construction to tech are grappling with a growing talent gap. In 2023, an astonishing 73% of organisations reported experiencing a skills shortage, and nearly one in three job vacancies go unfilled because employers can’t find the right talent.

These statistics may sound dire, but the skills shortage offers unique opportunities for professionals interested in a career change. As employers search for fresh talent, individuals with in-demand skills can break into new roles and industries. You can take advantage of this shift by upskilling and acquiring new tools for success.

Career transitions require careful planning and strategic skill development. This guide will teach you how to identify necessary skills, expand your professional network, and gain hands-on experience.

Preparing for a career change? Questions to assess your career situation

Are you thinking about changing careers? If so, you’re not alone. LHH’s Global Workforce of the Future reports that 47% of workers are exploring open roles, and 72% evaluate their career plans at least quarterly.

Many professionals seek new careers to improve their salaries, work/life balance, and job satisfaction. But a career transition isn’t right for everyone. These questions will help you evaluate your readiness and decide whether to stay or go.

Perform a self-assessment

Start by evaluating your current situation and your motivation for changing careers. Ask yourself the following questions:

• Which aspects of my current role do I enjoy?
• What would I like to change about my career situation?
• What are my long-term career goals?
• What would my ideal workday look like?
• What type of environment would I prefer to work in?
• Am I mentally and financially prepared to face the uncertainty of the job market?
• What are the potential risks and rewards of changing careers?

These questions will help you clarify your goals and identify potential career paths. For instance, if you want to flex your creative muscles, you might explore careers in marketing and UX design. If you enjoy solving technical challenges, a data analysis or software development role could be right up your alley.

Next, conduct a skills inventory to identify your current strengths and weaknesses. Create a list of transferable skills that can apply to a new career, such as:

• Collaboration
• Conflict resolution
• Problem-solving
• Project management
• Time management
• Writing

Conduct market research

After you complete your self-evaluation, research potential sectors and roles. This process will help identify viable career paths that fit your interests and skill set.

According to a 2024 report by the Edge Foundation, these UK sectors are facing the most severe talent shortages:

• Engineering
• Tech
• Creative
• Healthcare
• Construction
• Education
• Sustainability

These high-demand industries offer ample opportunities for career advancement and competitive salaries. For example, IT Business Analysts earn a median salary of £51,698, while Software Developers make £49,430 on average.

Once you’ve identified industries of interest, explore available positions on Indeed, LinkedIn, Reed, and other job boards. Identify high-demand areas by spotting popular roles and observing which positions frequently go unfilled.

Identifying and acquiring new skills

Set yourself up for success by gaining relevant knowledge and competencies. These abilities will help you develop a competitive resume and change careers smoothly.

Skills gap analysis

Review job descriptions for your target fields and create a list of skills that appear frequently across job postings in your target field. Compare these requirements to your existing skills to identify gaps in your knowledge.

Say, for instance, you want to pursue a career as a Data Analyst. You may excel at statistical analysis and have a strong grasp of Python and R. However, many positions require knowledge of data visualisation tools like Tableau, which may be unfamiliar to you. Learning this technology will help you bridge this skill gap and improve your qualifications for your desired role.

Learning and development

You don’t need to return to college to prepare for a career change. Here are a few ways to upskill effectively:

• Online courses: Many platforms offer free or affordable online courses. These classes let you study topics of interest at your own pace. Popular virtual learning platforms include Coursera, FutureLearn, and The Open University.
• Certifications: Professional organisations frequently offer certifications that can enhance and verify your expertise in specific areas. These industry-recognized credentials boost your credibility and allow you to gain new abilities.
• Professional apprenticeships: Professional apprenticeships combine traditional classroom learning with paid on-the-job training. These comprehensive learning experiences enable learners to quickly build competency in new areas. Multiverse offers several such programmes, including the ​​Advanced Data Fellowship for data analysts, AI for Business Value, and Data & Insights For Business Decisions.

Leveraging new tools and technologies

Employers typically look for candidates who understand how to use emerging technologies and relevant tools. Get ready for a career change by becoming proficient in your new field’s tools of the trade.

Adopt industry-specific tools

Every professional uses specialised software and technologies to complete tasks. Browse job descriptions to identify necessary tools. You can also talk to professionals in the field to learn about the most commonly used applications and platforms.

Here are a few examples of industry-specific technologies:

• Customer relationship management (CRM) software: Sales Representatives use CRM applications to store client data, track leads, and strengthen customer relationships. Popular programmes include HubSpot and Salesforce.
• Data visualisation tools: Applications such as Microsoft Power BI and Tableau transform raw data into accessible graphics. Data Analysts, Business Intelligence Analysts, and Product Managers often use data visualisation tools.
• Project management software: Project Managers, Marketing Coordinators, and other professionals use these tools to organise complex projects. Asana, Jira, and Trello are commonly used project management applications.

Many platforms offer introductory tutorials, how-to guides, and free trials. Use these resources to familiarise yourself with their features and gain hands-on experience.

Study novel technologies

Gain a competitive edge by learning emerging technologies like artificial intelligence and automation.

AI and machine learning are the most desired skills for UK employers in all sectors. Businesses use these technologies to make strategic decisions and improve efficiency. For example, a fashion company can use AI to analyse thousands of social media posts about clothing and predict market trends.

Many companies also use automation software to handle repetitive tasks. A marketing company could automate email campaigns, while a retailer could use automation software for inventory management. These tools boost productivity and reduce the risk of human error.

There are many resources to help you master innovative technologies. For example, Multiverse offers an Artificial Intelligence (AI) Jumpstart module. This course teaches predictive modelling, machine learning, and other in-demand AI skills. You can also learn foundational concepts by completing online courses and watching relevant video tutorials.

Building a strategic network

Some career changers have connections in their new fields, but many professionals must build networks from scratch. These tips will help you make new contacts and nurture meaningful relationships.

Strengthen your networking skills

Networking is a vital part of career exploration and growth. A strong network can help you find jobs and provide support throughout your career change and beyond. Use these strategies to network effectively:

• Join existing communities: Look for formal and informal networks in your new field. For example, the Multiverse Community includes thousands of apprentices and alumni. Members exchange advice, mentor new professionals, and gather to discuss their experiences.
• Help others: Networking isn’t just about getting a job; it’s also about developing authentic, long-lasting friendships with peers. Develop mutually beneficial connections by cheering on others, offering assistance, and swapping resources.
• Go beyond small talk: Get to know your new contacts on a deeper level by asking thoughtful questions about their career goals and journeys. These meaningful conversations will strengthen your relationships and allow you to gain valuable insights.
• Stay in touch: Check in with your contacts periodically to maintain your connection. For example, you can share a relevant article or job opportunity.

Join professional organisations

Get involved with organisations in your sector to meet colleagues and potential mentors. Examples of UK associations include the British Computer Society and the Institution of Analysts and Programmers.

These associations often organise networking opportunities like conferences and industry meetups. Attend these events to make valuable connections and learn about industry trends.

Build a presence on LinkedIn

Join LinkedIn to connect with professionals in your desired field. Follow industry leaders to discover emerging trends and challenges. You can also create thoughtful posts to share your expertise and engage with other people’s content.

Seek mentors

Many experienced professionals are eager to offer advice and support for career changers. Some organisations have formal programmes to connect mentors and mentees. Alternatively, consider inviting people you admire for coffee to start building connections.

Conduct informational interviews

Deepen your knowledge of your new field with informational interviews. Ask people in your desired position for a short meeting so you can learn more about the role. Come prepared with a list of questions, such as:

• What are your daily responsibilities?
• What challenges have you encountered in this role?
• What are the most valuable skills for this career?
• What types of people excel at this company?

Planning for the transition

Transitioning into a new career can be exciting yet stressful. Careful planning will help you make the switch as smoothly as possible.

Create a transition plan

Develop a transition plan to stay organised throughout your career switch. This roadmap should include clear and specific goals. For example, you may aim to secure a position as a Project Manager or strengthen your data analysis skills.

Next, outline actionable steps, such as:

• Perform a skills inventory
• Follow thought leaders for inspiration and insights
• Complete online certifications to gain new qualifications
• Update your resume
• Consult a career coach for interview advice
• Apply to two jobs per day

Of course, even the most thoughtful plans don’t always go as expected. Stay flexible, and don’t hesitate to seize unexpected opportunities.

Establish your timeline

Transitioning to a new career can take months, especially if you must upskill or reskill. Stay motivated by setting reasonable timelines and milestones. For instance, you might aim to learn a new programming language in three months and build an online portfolio during a holiday weekend.

Manage your finances

A solid financial plan will give you peace of mind during your career transition. Consider sticking with your current work while you apply for new jobs to maintain a steady source of income and benefits. Alternatively, you can explore options to upskill your capabilities in your current role.

Some people save money in an emergency fund to cover their expenses for several months. This approach lets you dedicate yourself fully to upskilling and the job hunt.

Develop resilience

It’s normal to face obstacles while changing careers. Stay open-minded and positive as you explore your prospects, and protect your self esteem by celebrating small victories along the way.

Gaining practical experience

Hands-on experience will demonstrate your commitment to potential employers and strengthen your resume. Here are four ways to develop experience without leaving your current role.

Internships and part-time roles

Search job boards for paid internships and part-time jobs in your new field. These opportunities enable you to receive training and expand your network.

Volunteer

Volunteering allows you to build your expertise while contributing to a good cause. Contact local nonprofits to inquire about volunteer opportunities related to your preferred field. For instance, an aspiring Web Developer could volunteer to revamp an organisation’s website and social media presence.

Freelance and gig work

Once you’ve gained foundational skills, you can offer your services as a freelancer or gig worker. Create profiles on Freelancer, Fiverr, and other freelancing platforms to apply for short-term projects. These jobs can help you build your reputation and develop an impressive portfolio that showcases your abilities.

Complete a professional apprenticeship

Another excellent option for gaining practical experience is participating in an on-the-job training programme, like the professional apprenticeships offered by Multiverse. These programmes allow you to continue working while developing critical skills in data, tech, or business. You’ll learn through hands-on experience, guided by expert coaches, and apply new knowledge directly to your role. With employer funding and a nationally recognised qualification, these programmes help you future-proof your career and increase your promotion and salary potential.

Take control of your career trajectory

As the UK talent shortage continues, the demand for skilled professionals will keep rising. But you can future-proof your career by upskilling in high-demand areas like AI and data analysis. These exciting career paths offer many opportunities for career advancement and long-term job security.

Prepare for career growth today with Multiverse’s professional apprenticeships. The best part? You’ll expand your knowledge while gaining practical experience in your chosen field — and you can keep your current job as you level up your abilities. Complete our short application to get started.

The programme will include the themes of AI in action, data democratisation and engaging with the customer, and is designed to equip participants from various business functions with advanced, industry-relevant data capabilities. The Data Academy will support Hearst UK’s ongoing journey to understand and super-serve its valued audiences and clients.

The programme will include:

• The Data Fellowship: A 14-month course delivering best-in-class training in data analysis. Apprentices will master data analysis techniques as well as data science, Python and an introduction to machine learning
• AI for Business Value: A 13-month programme, which provides participants with the skills to identify business value gains that can be achieved through using AI, and execute ethical AI projects through best practices in stakeholder engagement and change management

Katie Vanneck-Smith, CEO of Hearst UK, said: “Talent development is core to our business, and this partnership with Multiverse demonstrates our ongoing investment in our people as we continue to build an even stronger data culture here at Hearst UK.”

Multiverse combines work and learning to unlock economic opportunity for everyone. It works with more than 1,500 organisations to close critical skill gaps in the workforce in AI, data and tech, through a new kind of apprenticeship.

Gary Eimerman, Chief Learning Officer of Multiverse, said: "The effective use of AI and big data have the potential to radically transform organisations. Through this learning initiative, Hearst UK is not only investing in operational efficiency but also enriching the career trajectories of its team members.”

Hearst UK, whose iconic brands include Good Housekeeping, ELLE, Harper’s Bazaar, Country Living, Men’s Health, Women’s Health and Esquire, will run the initiative twice a year.

Tell us about your recent career change at Multiverse.

I joined Multiverse in 2018 as a school leaver, working in our Compliance team on a Multiverse Business Associate apprenticeship. This role enabled me to get a good grasp of the foundations of the business and work with a number of our functions, sparking my interest in project management and operations. I then had the opportunity to transition into a Delivery Operations & Governance role, whilst undertaking my second Multiverse apprenticeship in Project Management. In 2022, I moved across to our central Business Operations team to focus on delivering a range of cross-functional business projects (including process changes, internal launches, and policy and strategy). I now report directly to our Chief of Staff with responsibilities including enabling cross-functional alignment on key organisation-wide initiatives, supporting leaders, business planning and strategy, and project management.

How are you enjoying your new team and remit?

I thrive on the energy that comes from problem-solving and enjoy being in a role where I am engaging with people from all areas and levels of the business.

I’ve had the opportunity to learn about strategic planning, how we set up an effective leadership cadence, board interactions, what a day in the life of our CEO looks like, and how to build an operating cadence which enables our business to run effectively. It’s also great to work for a business that is rapidly growing, as it means you are always having to think on several levels - about what will work now, but also what will enable your solution to continue working in six months, a year, and so on. It has been really amazing following Multiverse on this journey whilst developing my career.

There is always something new, whether an exciting challenge or something new to learn! I love working with Libby, she gives exposure to ensure I am always developing my business knowledge and skillset, as well as pushing me to take ownership of new areas and grow my role. We also have SO much fun too!

Any career change comes with its challenges, what did you have to overcome and how did you approach this?

Transitioning from being an expert in one role to a learner in a new position can be challenging. It requires a shift in mindset as you move from adding value based on expertise to contributing from a place of learning and growth. While the process can be frustrating at times, it's important to maintain patience with yourself, stay curious, and have a clear understanding of your initial goals. Embrace the advantage of being able to offer a fresh perspective — it’s your career mobility superpower.

If you could share one piece of advice for someone looking to develop their career or move internally, what would it be?

Two key pieces of advice I would offer are to seek out mentors, and to maintain connections with colleagues from various teams and departments within the organisation. In my experience, internal transitions have been facilitated by mentors who have supported me throughout my time at Multiverse. When you feel you may be ready for a change, opportunities may not always be readily available, making it crucial to have a support system to help identify and go for these chances as they arise. While you are waiting for these opportunities to arise, mentors can support you with developing broader skills, help you to grow your network, and identify stretch projects to which you can lend your expertise.

I’ve also found that maintaining strong relationships with peers across the organisation can significantly improve your ability to firstly get stuff done(!), whilst also expanding your understanding of different areas within the business. Always say yes to opportunities to work on something new!

Izzy's journey from Apprentice to Senior Executive showcases our Career Mobility approach at Multiverse and highlights the importance of consistency and self-belief. Want to join a company where career mobility is a priority? We’re hiring

As a versatile Large Language Model (LLM) tool, ChatGPT allows users to create everything from commercial jingles to Python code snippets. ChatGPT can also assist with strategic decision-making, website optimization, and other complex tasks. These functions save significant time and help busy employees get more done with less effort.

This article highlights some of the many uses of ChatGPT in business. We’ll also explore the benefits and potential challenges of adopting this innovative technology.

Core functional areas for ChatGPT use

ChatGPT has over 200 million users worldwide. 92% of Fortune 500 companies use OpenAI tools. Several factors have contributed to ChatGPT’s meteoric rise, including its versatility and user-friendliness.

The chatbot uses natural language processing and machine learning algorithms to interpret user input and deliver relevant, human-like responses. Anyone can easily enter instructions or queries and receive meaningful answers, even if they have a limited understanding of AI technology.

Here are a few ways professionals use ChatGPT to enhance workplace productivity.

ChatGPT for marketing

Marketing was one of the first fields to embrace AI tools. According to Econsultancy’s annual The Future of Marketing report, 32% of marketers use generative AI tools like ChatGPT with another 43% actively exploring the technology.

With strategic prompting, ChatGPT can create virtually any text-based marketing content. You could ask the app to generate an article in your brand voice or write riddles for your social media followers to solve. Marketers also use ChatGPT to brainstorm ideas, such as quirky podcast topics and persuasive calls to action. This capability helps marketers overcome writer’s block and enables marketing teams to think outside the box faster.

The user can optimise ChatGPT responses for SEO by prompting the app to include specific keywords.

In addition, ChatGPT makes it easy to hone content for search engine optimization (SEO) purposes.

A marketer could prompt the AI tool to generate a blog post about fashion trends and include specific keywords to boost its visibility in search engine rankings. The app performs these tasks in seconds, while a human might take hours to complete the same process manually.

Social media management is another popular application of ChatGPT. Marketers can use AI to draft posts and recommend optimal posting times. After they’ve shared the content, ChatGPT can generate responses to comments from followers to enhance engagement.

ChatGPT also enables businesses to create personalised marketing content more quickly. Say, for instance, a marketer is developing an email campaign to promote a new product line. They could input data about their target audience and prompt ChatGPT to create customised email copy that resonates with recipients.

Sales

ChatGPT and other AI technologies are revolutionising the sales sector. Researchers at the University of Alabama at Birmingham predict these tools could complete 60% of sales tasks by 2028.

Some businesses deploy ChatGPT-powered chatbots on their websites to automatically qualify leads. Sales professionals create intelligent prompts for the chatbot to talk to leads and answer questions. For example, Chatfuel uses ChatGPT to engage customers with personalised responses and collect contact information for follow-up.

Businesses can use ChatGPT-powered apps like Chatfuel to connect with customers and capture leads automatically.

ChatGPT can also integrate with lead scoring tools to evaluate potential customers based on their responses. This function helps sales representatives focus on the most promising leads for optimal efficiency.

ChatGPT also streamlines customer communication. Sales representatives can input custom instructions to draft personalised emails, follow-ups, and proposals. This process speeds up content creation and gives professionals more time to strengthen client relationships.

Additionally, ChatGPT is a valuable sales training tool. The application can generate role-play scenarios and complex simulations in seconds. For example, users can have conversations with ChatGPT to practise negotiating contracts or delivering complex sales pitches. These exercises enable sales professionals to sharpen their sales skills and prepare for challenging real-world scenarios.

Data analysis

ChatGPT is a powerful data analysis tool for businesses in all sectors. It can interpret complex text-based data and provide actionable insights. Professionals also use ChatGPT to automatically create reports and presentations to share their findings.

For instance, Business Analysts can integrate ChatGPT with machine learning tools to analyse training data. The AI technology can detect trends in the dataset and explain them in accessible, natural language. It can also offer recommendations to improve the effectiveness of training programs.

Software engineering

ChatGPT and other AI tools have become integral to many software engineering tasks. A Checkmarx survey found 99% of development teams use artificial intelligence to generate code.

ChatGPT can accelerate software development by generating API endpoints in different programming languages.

A Software Engineer can enter a code snippet into the chat window and prompt the tool to complete or optimise it. ChatGPT also detects coding errors and offers debugging solutions. These capabilities help Software Engineers automate repetitive programming tasks and develop applications faster.

Documentation is another popular function of ChatGPT. This tool automates the creation of code documentation and user manuals. Users can input their code or product features to generate accurate and clear descriptions.

Finally, ChatGPT streamlines project management tasks for busy tech professionals. Users can plan detailed schedules and generate progress updates to share with clients and Project Managers.

Benefits of using ChatGPT at work

ChatGPT offers numerous advantages for professionals in all sectors. Here are four reasons to develop basic AI skills and integrate this innovative technology into your workflow.

Improved productivity

ChatGPT reduces time spent on repetitive tasks, such as writing emails and creating reports. ChatGPT Plus also offers voice mode, allowing users to multitask and input prompts on the go. This increased efficiency gives you more time to focus on strategic work that requires human creativity and intuition.

By improving productivity, ChatGPT can help companies cut costs and increase profitability. Workday predicts that the use of AI tools to improve worker efficiency could add £119 billion to the UK economy.

Enhanced creativity

Do you ever find yourself staring at a blank computer screen as you search for the right words? You’re not alone. Even the most talented professionals can struggle to find inspiration or write the perfect content, especially on tight deadlines.

ChatGPT helps users overcome creative blocks by generating ideas and suggesting new approaches. For instance, you could prompt the app to generate 20 ideas for funny TikTok videos or recommend innovative strategies to engage rewards program members. These suggestions can kickstart the brainstorming process and help you solve problems.

Automation of routine tasks

Many employees use ChatGPT to automate time-consuming tasks, such as:

• Composing product descriptions
• Creating memos
• Drafting follow-up emails
• Outlining blog posts
• Proofreading content
• Responding to customer reviews
• Summarising meeting notes
• Translating content

This automation lets you cross items off your to-do list in seconds and prioritise more impactful tasks. It may also reduce burnout caused by boring and repetitive work.

Improved communication

ChatGPT enables users to produce clear and concise messages for clients and team members. For example, you might ask the app to explain a contract’s fine print to a customer to clarify the terms and conditions. Similarly, you can prompt ChatGPT to write a timeline for completing a project to keep everyone on the same page.

ChatGPT can generate detailed timelines for developing an employee handbook and other projects.

This enhanced communication saves time by decreasing the risk of errors and misunderstandings. It can also reduce the time you spend answering follow-up questions and providing clarifications.

Common AI challenges (and how to overcome them)

While AI in business offers many opportunities, it also poses potential challenges in the workplace. Here are three common issues and strategies to overcome them.

Accuracy and reliability

Accuracy is one of the main concerns for ChatGPT users. The ChatGPT app is an LLM pulling from a vast dataset to interpret and respond to queries. It could generate incorrect results if it relies on unreliable or outdated information. ChatGPT may also misinterpret some prompts, leading to irrelevant or nonsensical responses — an outcome known as hallucination.

This viral conversation demonstrates how ChatGPT’s responses can contain misleading information about simple topics.

For example, TikTok user @yallwatchthis shared a lengthy conversation where ChatGPT told them that “strawberry” has two “r”s instead of three. While this mistake is humorous, other errors could have serious consequences. For instance, the Association of Health Care Journalists warns members that ChatGPT may fabricate data and provide false medical information, potentially endangering patients.

How can you avoid this issue? By thoroughly fact-checking AI-generated content.

Paid users can ask ChatGPT to provide links to sources. Review each source carefully to make sure the AI cites recent and trustworthy information.

By contrast, the free version can’t provide direct sources or hyperlinks. If you use the unpaid app, you should consult reliable outside sources to cross-check its information. For instance, you can use Google to search for the original sources of quotes and statistics to verify their authenticity and relevance.

Dependence on AI

ChatGPT is convenient and fast, making it tempting to rely on it for many tasks. But overdependence on AI can stifle creativity and problem-solving skills.

A marketer may notice their AI-generated blog posts have a robotic tone and lack personal touches. Similarly, a Software Developer might struggle to write complex code after relying on ChatGPT to generate it.

Maintain a balance between AI and human intelligence by using ChatGPT to supplement your skills instead of replacing them. Use this tool for preliminary tasks like drafting emails and generating article titles. But you should rely on your expertise and personal judgement for complex tasks, such as writing in-depth case studies and solving interpersonal conflicts. This approach will allow you to produce more nuanced content and strengthen your soft skills.

Data privacy concerns

You may handle sensitive or proprietary information in your daily work. Follow these guidelines to protect this information when using ChatGPT in professional settings:

• Never enter confidential or personal information into the app.
• Navigate to the ChaGPT menu at the top of the chat window and turn on the temporary chat. This feature erases your past conversations from the chat history, improving privacy. It also prevents OpenAI Developers from analysing and using your information to improve the model.
• Follow your organisation’s privacy guidelines and ask an IT Specialist for guidance on data handling best practices.

Examples of popular ChatGPT tools and integrations

Software Developers have used ChatGPT to create many cutting-edge tools and integrations. Consider adding these tools to your workflows:

• Zapier integrations: Zapier integrates ChatGPT with various apps to automate workflows. For instance, you can integrate ChatGPT with Google Sheets to automatically input information into a spreadsheet and generate reports.
• Slack: This team communication platform integrates ChatGPT into its Slackbot. This AI assistant provides instant help, schedules meetings, sends notifications, and more.
• ChatGPT for Windows: This Google Chrome extension enhances searches by generating ChatAPT responses alongside Google results. It also lets users complete quick tasks and conduct research without navigating to the ChatGPT app.

Get ahead with cutting-edge artificial intelligence tools

There’s always room to improve your productivity and simplify your professional life. ChatGPT and other AI-powered technology can empower you to conquer your to-do list more efficiently and eliminate repetitive, energy-draining tasks.

Interested in learning how to elevate your productivity with AI tools? Multiverse’s AI for Business Value apprenticeship could be right for you.

This detailed program teaches you how to leverage AI tools to make an impact in your organisation. You'll study machine learning fundamentals, AI ethics, business analysis, and other critical concepts, giving you the hands-on experience you need to leverage AI to drive organisational change.

Additionally, all Multiverse apprentices get access to our exclusive AI Jumpstart module. This asynchronous training course teaches advanced AI and critical thinking skills to help you navigate complex AI applications.

Most importantly, our upskilling program lets you gain expertise and skills while working for your current employer. Complete our quick application to see if you’re eligible.

According to McKinsey’s Global Survey on AI, 72% of organisations worldwide have integrated this technology into at least one business function. This trend is particularly evident in Europe, where 90% of professionals report using generative AI tools for work or personal reasons.

The growing adoption of AI in business has significantly increased the demand for professionals with relevant expertise. Microsoft’s 2024 Work Trend Index Annual Report found that 66% of business leaders are unwilling to hire candidates who lack AI skills. Additionally, 71% of respondents said they would prefer to hire a less experienced candidate with AI expertise over a more experienced candidate without these skills.

Upskilling can help you exploit this trend and pursue new career opportunities. This guide explores common uses of AI in business processes and the benefits of adopting this versatile technology. We’ll also spotlight popular AI platforms and resources for developing your skills.

Core business use cases for AI

Numerous organisations have already integrated artificial intelligence into their business functions, and many others are in the process of doing so. A 2024 Slack survey revealed that 96% of executives feel a pressing need to adopt AI in business operations, and 35% aim to accomplish this goal within the next 18 months.

Here are a few innovative ways companies leverage AI to improve business functions and gain a competitive edge.

Customer service and experience

When you contact a company’s customer service, you may interact with AI technology without even realising it. A Forbes Advisor survey found that 56% of businesses use AI to improve the customer experience and deliver timely service.

Many companies rely on AI-powered chatbots and virtual assistants to answer customer inquiries and offer personalised recommendations. These tools provide instant responses, eliminating the need for customers to wait on hold for a human representative.

For example, Sephora France has implemented an AI-powered chatbot for Facebook and Messenger. This chatbot uses customer data to answer questions about frequent shopper points, order status, and other account-related matters. This tool also serves as a virtual beauty coach by providing personalised tips and tutorial videos.

Data analysis and decision-making

Companies in all industries use AI applications for data collection and analysis. These tools allow users to collect large amounts of data from multiple sources and process it efficiently. Additionally, AI can identify patterns and trends that Data Analysts may overlook, allowing businesses to gain fresh insights.

The US-based insurance company State Farm uses AI to streamline claims processing and other time-consuming tasks. An AI platform digitises claims documents, extracts data, and analyses the information for accuracy. This tool allows the insurer to process claims more efficiently and make data-driven decisions about claims approvals.

Process automation

Many organisations are harnessing AI applications to automate repetitive tasks that don’t require human intervention, such as:

• Filtering emails
• Generating reports
• Inspecting products for quality
• Processing invoices
• Sending follow-up emails
• Tracking inventory
• Transcribing meeting notes

AI automation improves efficiency and reduces the risk of error. It also allows employees to focus on more creative or critical tasks requiring human input. These benefits can help companies save money and scale their operations quickly.

The Forbes Advisor survey found that 51% of businesses have already adopted AI for this purpose. For instance, Walmart has developed innovative AI-powered logistics technology to optimise driving routes. The software automatically maps the most efficient routes based on traffic patterns, weather, store delivery windows, and other data. This technology reduced the company’s CO² emissions by 94 million pounds.

Marketing and sales

Generative AI has taken the marketing and sales world by storm. According to the McKinsey Global Survey on AI, 34% of companies now use the technology in these fields, a percentage that has doubled since 2023.

Sales teams have integrated AI applications into many business processes. This technology allows them to identify leads, score prospects, and personalise outreach. Sales Representatives can also use AI-powered predictive analytics to forecast customer behaviour and market trends. These actionable insights enable them to optimise pricing and tailor their sales strategies.

Artificial intelligence helps Marketers analyse data and develop tailored marketing strategies. For instance, AI systems can analyse customer reviews and purchases to extract meaningful insights about consumer preferences. Marketers use these findings to create personalised marketing materials that engage customers more effectively.

Additionally, many marketing teams use AI tools for content generation. Large language models (LLMs) like GPT-4 allow users to generate persuasive blog posts, emails, social media captions, and other marketing materials. Marketers also rely on image-generation tools like Midjourney and DALL-E to create compelling advertisements.

In 2023, Coca-Cola made headlines for “Create Real Magic,” an innovative AI marketing campaign. The company partnered with OpenAI to launch an AI platform that combined the capabilities of DALLE-E with GPT-4. Coca-Cola invited fans to create AI artwork with branded elements using the platform. This campaign drew on user-generated content to boost engagement and generate hype about Coca-Cola products.

Human resources

AI systems are reshaping how companies hire and manage their human workforce. A 2024 SHRM study found that approximately 25% of businesses use artificial intelligence for human resources (HR) tasks. Large organisations with 5,000 or more employees are the most likely to adopt AI for this purpose.

According to SHRM, 64% of companies implementing AI for human resources use this technology to automate recruitment processes. AI-powered applicant tracking systems (ATS) analyse resumes and rank candidates based on their qualifications. This software also uses predictive analytics to forecast a candidate’s performance. These functions accelerate recruitment by helping HR Representatives quickly identify top talent.

Additionally, 49% of surveyed businesses use AI to support learning and professional development activities. For instance, AI tools can generate training materials for human workers and track their development. This technology also helps managers deliver actionable feedback by assessing performance data and identifying employees’ strengths and weaknesses.

Finally, AI implementation can help companies diversify their workforce. One anonymous global investing firm used the AI platform pymetrics to assess job candidates and recommend suitable applicants. After implementing the tool, the firm increased the number of women hired by 62%. This drastic improvement in gender diversity demonstrates how AI can promote more inclusive hiring practices.

Risk management

The AI revolution has transformed how organisations approach risk assessment and management. Machine learning algorithms allow businesses to analyse large volumes of data and identify risks more accurately than previously possible. For instance, financial institutions can use AI-powered fraud detection systems to detect suspicious activity and block potentially fraudulent transactions.

Artificial intelligence also enables companies to track data in real time and identify emerging threats quickly. For example, Innocens BV partnered with IBM to create an edge computing solution that analyses data from medical sensors. This technology helps healthcare providers identify infants at risk of developing sepsis faster, leading to better patient outcomes.

Benefits driving AI-adoption in business workflows

Companies that integrate AI into their business operations can experience many benefits, including:

• Improved customer experiences - AI enables companies to deliver more personalised and timely customer experiences. Businesses can use this technology to develop tailored marketing campaigns, provide around-the-clock customer support, and anticipate client needs. These applications increase customer loyalty and satisfaction, driving long-term business growth.
• Increased efficiency and productivity - Artificial intelligence can significantly boost productivity by automating repetitive tasks and streamlining workflows. A 2023 study found that professionals who used AI completed tasks 25% more quickly than workers who didn’t use it. Additionally, the AI users had 40% higher quality results than the control group. This case study suggests that AI implementation can improve performance and promote organisational success.
• Reduced costs - A Forbes article predicts that artificial intelligence will reduce business costs by 37% in 2024. This technology can lower operational expenses by boosting efficiency and improving resource allocation. Additionally, AI helps companies identify and address costly inefficiencies and waste.

While business AI tools provide many benefits, they still need human intelligence to safeguard against potential drawbacks.

AI hallucinations are one of the most significant concerns. This phenomenon occurs when AI models generate false or misleading results. For instance, a model could provide incorrect medical advice or recommend a trucking route that leads drivers into unsafe conditions. Businesses must use human oversight to catch these errors and verify the accuracy of AI-generated recommendations.

Skills gaps are another persistent challenge many companies face — especially small businesses with limited resources. According to a 2024 Opinium survey, 31% of U.K. professionals haven’t been trained to use AI in their roles, and 23% lack confidence in using this technology. Employees who lack AI skills may not use these tools efficiently, decreasing productivity and increasing the risk of errors.

What are some of the most common AI tools in use today?

Business professionals use many AI tools to improve workflows and reduce manual tasks. Here are three popular applications.

GitHub Copilot

According to Stack Overflow’s 2024 Developer Survey, 82% of Software Developers use AI applications to write code. GitHub Copilot is one of the most popular tools for this purpose. This application uses natural language processing to analyse and respond to user input.

Developers can enter partially completed code into the chat, and the platform will generate recommendations to complete it. GitHub Copilot also detects bugs and proposes solutions, increasing accuracy.

Midjourney

Midjourney is a generative AI platform that converts text into vivid images and videos. Marketers can use this tool to create a wide variety of visual marketing content. For instance, marketers can ask Midjourney to generate images for articles, product catalogues, and social media posts. Users simply input a written description of the images they’re envisioning, their desired style, and other instructions.

This platform saves companies significant time and money by allowing marketing teams to create high-quality content in seconds instead of hiring external creators or producing it in-house.

HubSpot

HubSpot offers a suite of AI-powered tools to support various business functions. Popular features include:

• Caption generator for social media posts
• Chatbot builder to streamline scheduling
• Content remixer
• Copywriting generator for blog posts, emails, meta descriptions, and other content
• Search engine optimization recommendations
• Webpage builder

Marketing and sales professionals can use these tools to generate content and engage customers more efficiently. The platform also uses AI to analyse data and generate reports so businesses can track their marketing campaigns’ performance.

AI for business: Where do we go from here?

Business AI isn’t going away anytime soon. The International Trade Administration predicts that the value of the U.K. artificial intelligence market will increase from $21 billion in 2024 to over $1 trillion in 2035. Only the United States and China will outpace this rapid growth.

The need for skilled AI professionals will increase as AI capabilities continue to develop. According to PwC, postings for jobs requiring AI skills like machine learning have increased 3.6 times faster than postings for all roles. Sectors that have already embraced this technology have increased their productivity by nearly fivefold.

Additionally, 64% of U.K. CEOs believe that most of their workforce will need to gain new AI skills in the next three years to keep up with rapid technological advancements. Professionals who gain these skills now will be better positioned to take advantage of emerging trends and advance their careers.

Drive innovation and get ahead at work with AI skills

Artificial intelligence has already begun to reshape the business landscape in the U.K. and beyond. Companies can integrate AI into numerous business functions, including customer service, inventory management, and risk management.

Many AI platforms are free or have affordable subscriptions, allowing businesses of all sizes to take advantage of this technology. Upskillers can also use these applications to begin developing their AI skills. For instance, you can purchase a basic Midjourney subscription to hone your prompt engineering skills.

A Multiverse apprenticeship can also help you gain in-demand technical skills. Our AI upskilling programmes allows you to develop new skills and gain hands-on experience without leaving your current role.

This program is completely free, so you’ll accelerate your professional development and future-proof your career without paying tuition. All Multiverse apprentices also get access to our exclusive AI Jumpstart module, which teaches AI fundamentals and problem solving skills.

Complete our quick application today to start expanding your business AI skills.

This step-by-step guide covers everything you need to know about creating an effective career path plan. Follow our steps and top tips to set yourself up for professional success.

What is a career path plan?

A career path plan is a roadmap for your professional development. It describes your major career aspirations and breaks them down into short-term goals and milestones. You can also use this framework to identify skill gaps and create a strategy to fill them.

A career development plan is a living document that evolves as your circumstances, goals, and interests change. For example, you might originally aspire to become a Senior Product Manager. But this plan could change if you develop a new passion for artificial intelligence (AI) or ethical hacking.

The career planning process offers many benefits. This strategic approach empowers you to navigate your career proactively instead of going with the flow. Taking control will help you avoid getting stuck in your current role or passively following your employer’s goals.

A career plan also allows you to align your goals with actionable steps. Lofty goals can sometimes feel unreachable, especially if you’re at the beginning of your career or transitioning to a new industry. Breaking these ambitions into smaller milestones will help you stay motivated and track your progress.

How to craft a career path plan: a strategic approach

It’s never too early or too late to create a career plan. No matter where you’re at in your professional journey, these steps will help you develop a structured roadmap.

Assess your skills

In many ways, charting your career is like planning a road trip. You need to identify your starting point to map out the most effective route to your destination. Otherwise, you might wander off course or waste time relearning skills.

To get started, you should develop a clear understanding of your current location by conducting a skills assessment. List the interpersonal and technical skills you’ve developed in your current and previous positions. You can also include abilities you’ve gained through education, volunteer work, and personal projects.

As you compile your list, rate your abilities as “basic,” “proficient,” and “advanced.” This step will help you identify your strengths and areas to improve.

Here’s an example of a skills assessment for an entry-level Data Analyst:

• SQL: Advanced
• Python: Advanced
• Written communication: Proficient
• Data cleansing and processing: Proficient
• Data visualisation: Proficient
• R: Basic
• Public speaking: Basic

Update this self-assessment regularly as you expand and hone your skill set. You can use this list to quickly write resumes and cover letters when applying for new jobs.

Explore potential career paths

New career opportunities constantly emerge as industries and technologies evolve. Career exploration allows you to investigate new paths that may fit your goals and interests.

Start by following the latest trends in your industry. You can stay updated by joining professional associations, subscribing to newsletters, and participating in online communities. These steps will keep you informed about emerging careers and cutting-edge technologies.

Suppose you’re a Junior Software Developer. You notice that your online tech communities are buzzing about a new framework called edge computing. You could become an early adopter of this technology and use your skills to become an Edge Solutions Architect.

Informational interviews also allow you to explore your career options. Network with people who have interesting jobs and ask if they’d be willing to share career information and insights. This process gives you an inside look at various jobs and may help you discover new paths you’ve never considered.

Look for case studies and models

Observing role models can motivate you and provide you with a blueprint for success. Look for professionals who have already achieved your ultimate career goals. You can use many strategies to find these case studies, such as:

• Identify people you admire in your company
• Search LinkedIn for professionals with your dream job title
• Follow industry influencers and thought leaders on social media
• Participate in mentorship programs
• Read or listen to biographies, interviews, and podcasts about industry rock stars

Study these role models to learn about their career progression, skills, and accomplishments. For example, you can visit their professional websites to view their CVs and portfolios. You can also look at their previous job titles and employers on LinkedIn.

This process will help you understand your role models’ professional journeys and identify essential skills. You can use this information to shape your career plan and imitate their success.

For instance, you may discover that many Lead UX Designers have a Google UX design certification. Earning this certification would help prepare you for this advanced role.

Set SMART goals

Once you have a sense of your broad ambitions, it's time to set your career goals. The SMART framework is one of the most effective ways to establish short- and long-term objectives.

Let’s break down this acronym and its meaning:

• Specific - Use action words to describe what you plan to achieve.
• Measurable - You can quantify or observe your progress.
• Achievable - You realistically expect to accomplish your goal given your current abilities and resources.
• Relevant - The goal fits your overall career plan.
• Time-bound - The goal has milestones and a target deadline.

Let's say you're an IT Support Specialist who wants to reskill and become a UX Designer. Here are a few examples of SMART objectives you could establish to help you achieve this overall goal:

• Complete two online courses on fundamental UX design principles in the next three months.
• Spend 30 minutes daily reading about UX design best practices and trends.
• Develop wireframes for a chess game mobile app, e-commerce website, and other applications by the end of the year.
• Create a prototype for a to-do list mobile app in December.
• Design a digital portfolio to showcase your UX design skills in the next 12 months.

Creating SMART goals allows you to identify tangible action items and keep yourself accountable. They also help you plan your schedule and focus on your long term goals.

Prioritise skills and interests

You can’t learn everything at once, especially if you have other responsibilities. Decide which skills and interests you want to prioritise in your career plan.

Start by analysing job advertisements to identify must-have competencies. Read several dozen job descriptions for the types of roles you plan to pursue. Note the required certifications, skills, and tools for each position. Focus on gaining qualifications that appear in multiple postings to increase your competitiveness for these roles.

Researching job market trends can also help you prioritise skills. Follow industry news to learn about in-demand technologies and tools. Gaining relevant knowledge and skills will allow you to position yourself as an innovator and stay competitive.

Identify concrete steps and take action

Use your SMART goals to create an action plan. Break each goal down into several steps you can accomplish in a few weeks or months.

Let’s say you want to learn Swift in the next six months to create iOS applications. This goal may seem daunting, but you can divide it into these concrete steps:

• Get concrete professional experience via an internship or apprenticeship programme
• Use the Swift Playgrounds app to practise your coding skills daily.
• Complete an online course to learn how to build a social media app with Swift.
• Visit the r/iOSProgramming subreddit daily to learn about the experiences and challenges of Swift Developers.

Finally, use these goals to craft your action plan. Set aside at least 30 minutes daily to work on one or more goals. You should also assess your progress regularly and adjust your schedule as necessary. This structured approach will allow you to make consistent progress and avoid burning out.

Tips for setting concrete career goals

Establishing clear goals is one of the most difficult parts of career path mapping. These additional tips will help you develop and achieve your goals:

• Conduct an honest self-assessment to identify your interests, skills, and values.
• Don’t be afraid to research career paths that catch your interest, even if they seem unrelated to your current role. Many people successfully transition to new careers.
• Schedule a performance development planning session with your manager or mentor. They can give advice about your career plans and suggest developmental opportunities.
• Prioritise your career goals based on your personal and professional aspirations, not your company’s objectives.
• Regularly review and adjust your goals as your circumstances change and market conditions evolve.
• Celebrate your milestones to stay motivated.

How can you accelerate your career path?

There’s no shortcut or magical formula for professional development. Successful career planning requires consistent effort and time. But these strategies can help you advance your career growth faster.

Upskill

Upskilling is the process of learning new skills or levelling up existing ones. This approach helps you expand your knowledge and stay competitive in the changing job market.

A Multiverse programme is one of the most effective ways to upskill. Learners can pick from programmes in data analytics, AI, and other in-demand fields. They develop theoretical knowledge and gain hands-on experience working for leading companies.

Other upskilling strategies include:

• Earn advanced certifications
• Learn cutting-edge technologies
• Volunteer for more challenging responsibilities or leadership roles at your current company
• Offer your services as a freelancer or consultant
• Contribute to open-source projects to expand your technical abilities

Grow your professional network

Networking enables you to explore new career options and find mentors. It also helps you learn about open positions that may not be advertised on popular job boards.

Grow your network by becoming an active member of professional organisations in your industry. These associations often organise conferences, webinars, social gatherings, and mentorship programs. These initiatives allow you to meet people from different career stages and enrich your industry knowledge.

One example of such a group is the Multiverse Community for alumni apprentices. This group offers access to networking events, exclusive content, and career development and mentoring opportunities.

The Internet is another powerful networking tool. You can connect with professionals on LinkedIn, Instagram, and other social media platforms. Engage with their content and share resources and insights. Over time, you’ll build your reputation and strengthen your relationships.

Build a personal brand

Personal branding is the deliberate development of your public identity. Professionals often build a personal brand to establish themselves as industry leaders and increase their visibility.

These strategies will help you cultivate your personal brand:

• Create a professional website highlighting your unique abilities, achievements, and values.
• Use images, language, and logos that reflect your personality.
• Demonstrate your expertise by developing and sharing meaningful content. For example, you can write blog posts or produce videos about industry trends.
• Share personal anecdotes and lessons you’ve learned to engage your audience.

Apply learnings to take on additional strategies

Career planning is an ongoing process of exploration, learning, and reflection. Use the insights you gain to refine your career goals and action plan continually.

For example, upskilling could allow you to pursue different positions at your company. As you transition into new roles, you’ll gain additional competencies and collaborate with different colleagues. These experiences could motivate you to launch a business and pursue new goals.

Grow your career with today’s in-demand skills

It can be hard to know what direction your career path will take you. That’s why making a dedicated career plan is essential for all employees.

This framework allows you to clarify your career aspirations and set meaningful goals. It can also help you identify new opportunities for growth. For instance, you could explore new career paths related to your talents and personal interests.

Career planning can also help you prevent burnout. You’ll feel excited and motivated as you complete smaller tasks on your action plan and count the milestones you’ve reached. This process also promotes work-life balance by allowing you to map out a reasonable timeline for improvement.

Applying for an upskilling programme can accelerate your career development and help you expand your professional network. Complete Multiverse’s simple application and our team will get in touch to help you find opportunities that align with your goals.

The success of the new Government’s mission to drive economic growth will hinge on its ability to boost skills across the UK. Here, there is a key role for the government’s new body Skills England and the planned Growth and Skills Levy, which is set to give employers greater flexibility around the training they provide.

At Multiverse, we exist to solve skills gaps - our work with over 1,500 employers and 16,000 learners has given us a clear perspective on how this policy can help employers future-proof their workforces. We explore this in our latest Skills Mission report.

We need a workforce able to take advantage of the opportunities offered by new technologies

New technologies offer huge potential benefits - AI is estimated to contribute £550 billion to the UK economy by 2035. Realising this benefit relies on a skilled workforce able to capitalise on the opportunities offered by new technology. Already, 7.5 million adults lack the essential digital skills needed for the workplace, let alone those that may be needed in the future.

On-the-job training will be key to upskilling and reskilling the workforce, and we know that business leaders appreciate the value of training while working, with more than 70% saying it is the best way for young people to develop the skills needed for the workforce of tomorrow, compared to only 26% who said this of learning through academic study.

We can’t simply rely on new entrants to the workforce however - an official government study on the UK economy’s skills gap found that 178,000 roles require hard data skills, but the estimated number of data scientists graduating from UK universities is unlikely to be more than 10,000 per year, leaving a substantial gap. If businesses want a workforce ready to embrace new technologies, they will need to invest in workplace training for employees at every stage of the career journey.

If implemented successfully, the new Growth and Skills Levy should help to spark a skills revolution

The new government has committed to replacing the Apprenticeship Levy, which is currently reserved exclusively for apprenticeships, with a Growth and Skills Levy. This will allow businesses to spend a portion of their Levy contributions on non-apprenticeship training - the offer of new flexibility has huge potential to widen access to training.

To deliver the change we need, the new Levy must build on the success of previous reforms to apprenticeships, which have improved the quality of training, with average additional earnings per apprenticeship increasing by 44% over the last decade.

Levy funds should be used to support a "Right to Reskill", enabling employers to invest funds in the people who have most to benefit, regardless of geography or employee age or career stage. Recent polling we commissioned Public First to carry out found that nine out of 10 adults supported the idea of a “Right to Reskill”, showing its widespread appeal across all sections of society.

The Growth and Skills Levy should address the parts of the system which could be optimised and avoid unintended consequences. It should be guided by four principles:

• Employer-led: putting employers at the forefront of addressing workforce skill needs. Training funded by the Levy should take what is great about an apprenticeship and focus only on employees undertaking on-the-job learning and the skills required for a specific occupation. It should have a direct link to employment and demonstrate positive economic return.
• For everyone: enabling workers of all ages, wherever they are in the country, to learn new skills throughout their careers and ensuring policy is kept consistent across England, to avoid a ‘postcode lottery’ of access to skills.
• Easily accessible: minimising barriers which limit the uptake of training, including appropriate and proportionate regulation and flexible delivery.
• Excellence-driven: delivering only high-quality in-work training by maintaining strict standards for providers and criteria for training. Ensuring Levy funds are not used to pay for general workplace training, for example, health and safety.

Read more about these principles in the full report

The new Levy should sit alongside reforms to make apprenticeships more accessible

This new opportunity to increase Levy flexibility should not detract from the value of apprenticeships, which offer clear benefits to employers. When asked to rank the best ways to develop the skills needed for their company in the future, half of business leaders placed professional apprenticeships as their first choice.

Instead, the Growth and Skills Levy should sit alongside reform to the apprenticeship system, making it easier for employers to access apprenticeships - for example, making shorter programmes available, enabling delivery through small chunks of training over time and removing the requirement to pass and evidence Level 2 Maths and English to complete an apprenticeship. Public First polling commissioned by Multiverse found that 79% of people were more likely to take an apprenticeship that could be completed in less than 12 months, with 79% more likely to take a course which could be completed in stages.

There is an opportunity to design a Growth and Skills Levy with the potential to boost skills across our workforce and grow the UK’s economy. We'll continue working with our 1,500+ partners to ensure they can get the best use out of their levy funds - to generate real return on investment.

Need help with your Levy strategy?

Want to speak to us about the Levy or other ways to support upskilling in your workplace? Get in touch.

The board, composed of luminaries from academia and industry, will provide strategic guidance on Multiverse's use of AI to identify skills gaps, enable career mobility, and deliver high-quality, personalised learning at scale.

The rapid advancement of generative artificial intelligence has radically reshaped the world of work, necessitating an entirely new set of in-demand skills. However, the current education-to- employment system has struggled to keep pace, resulting in a transition that is both economically inefficient and socially inequitable.

"AI is creating profound change in the skills that both companies and societies need to be successful," said Euan Blair, founder and CEO of Multiverse.

"At Multiverse we believe this shift has AI as both the provocation and the solution - new educational tools built on gen AI are opening access to personalised training at scale, and done right we can use the benefits of AI to drive large scale reskilling programs and mitigate the job losses the technology otherwise might bring. Our AI Advisory Board massively expands the range of expertise we can rely on, and will be instrumental in ensuring we stay at the forefront of this transformation."

The board brings together recognized experts in AI, computer science, workforce development, and education. It includes:

• Professor Mehran Sahami, Professor and Chair of the Computer Science department at Stanford University
• Kersti Kaljulaid, former President of Estonia (2016 - 2021)
• Professor Michael Wooldridge, Head of AI and Machine Learning Research at the University of Oxford
• Derrick Hastie, Chief Technology Officer at Legal & General Investment Management
• Anne Devlin, former Global Head of Learning for JPMorgan Chase AWM
• Dame Wendy Hall, Regius Professor of Computer Science at the University of Southampton
• Doug Gurr, Chair of the Alan Turing Institute and former Country Manager of Amazon UK

“AI is profoundly transforming education, said Kersti Kaljulaid, former President of Estonia and global technology leader.

“Multiverse is leading the way down one of the promising paths. As we explore the application of AI to increasingly complex tasks, it's thrilling to have a front seat on this journey.“

The formation of the AI Advisory Board comes on the heels of the successful launch of Multiverse Atlas in February. Atlas is an AI-powered coach offering personalised, on-demand support to Multiverse apprentices. Early analysis shows Atlas has achieved adoption rates of over 40% and usefulness ratings exceeding 91% across all demographics.

"Our early results with Atlas demonstrate that when designed thoughtfully, AI can meaningfully expand access to world-class education in an equitable way," said Ujjwal Singh, Chief Technology Officer at Multiverse. "With the guidance of our AI Advisory Board, we will double down on our efforts to harness this powerful technology to drive economic opportunity for individuals and workforce transformation for organisations."

The Multiverse AI Advisory Board will meet quarterly, with additional ad hoc sessions as needed. Its initial priorities include developing governance principles for the ethical development and deployment of AI, identifying opportunities for product innovation and enhancement, the content of Multiverse’s AI offering, and showcasing Multiverse's industry leadership and thought partnership on AI's workforce implications.

“We are at a critical inflection point in the world of work” said Annie Devlin, former Global Head of Learning at JP Morgan AWM. “We became obsessed with ‘where’ our people were working but we should be much more curious about ‘how’ people work—which tools they use to augment what they can produce on their own. Imagine having the best manager you have ever had next to you, nudging you and guiding you when you are stuck or bored and need a boost? That’s the potential AI brings to the knowledge worker of tomorrow. And it requires a whole other level of skills training than most employers offer today.”

The AI Academy is part of a drive from Capita to grow client satisfaction, alongside developing a team of AI-literate specialists who can provide ethical counsel in the area.

The training will be delivered by Multiverse, a tech company delivering high-quality training through applied learning, to Capita colleagues delivering for clients across both its Public Service and Customer Experience divisions. Multiverse has trained more than 16,000 apprentices in data and digital skills since 2016.

Each of the Capita employees will undergo a 13-month ‘AI for Business Value’ level-4 apprenticeship programme, which trains people in identifying business value gains that can be achieved through using AI, and how to execute AI projects ethically.

In addition to the establishment of a leading AI-focused taskforce across the business, Capita hopes to reduce manual processes that will improve accuracy and allow colleagues to focus on performance-driving activity that is conducive to greater career satisfaction.

The 100-strong team of AI apprentices will also be deployed to unlock new correlative understandings between data and impact and implement a culture of continuous improvement in all areas.

Adolfo Hernandez, CEO of Capita, said: “We are committed to delivering high-quality customer experiences, driven by passionate and high-skilled employees, and we’re confident that our AI Academy partnership with Multiverse will allow us to elevate both.

“Every business is looking to step ahead of the AI curve, but ensuring a business does so ethically and responsibly requires people-centred initiatives and knowledge, which we believe will be delivered and deployed with our new apprentices.”

The partnership is the latest in a series of new initiatives by Capita to enhance its AI capability, improve its offering in the market, and upskill colleagues in the use of AI technology.

Olivia Lory Kay, Director of Performance and Partnering, joined the programme in June. She said: “I’ve been impressed by the depth and rigour of the programme, which takes a targeted, practical approach to delivering AI for business value with plenty of pivot points to expand thinking and stretch horizons, including my own career development. We have some brilliant capability in our cohort and the opportunity to share knowledge and thinking is already sparking ideas for new applications.”

Scott Hill, Chief People Officer at Capita, said: “We know the skills needed to succeed in the workplace are undergoing a huge transformation, and we want to work in tandem with our people to ensure they're equipped to thrive in this new world.

“Enabling access to world-class training in AI is just one of the ways we ensure our teams have the skills and capabilities not only to thrive in their role, but to drive forward their careers.

“We all take value from learning new skills, and I can't wait to see the benefits our colleagues will see from this programme."

Multiverse is a new tech-first institution that combines work and learning to unlock economic opportunity for everyone. It works with more than 1,500 organisations to close critical skill gaps in the workforce in AI, data and tech, through a new kind of apprenticeship.

Euan Blair, CEO at Multiverse said: "Capita plays a crucial role across a number of core sectors, who are reliant on its capabilities and services. By equipping teams with AI skills and confidence, Capita and its clients are ideally placed to harness the potential of ethical, accurate and efficiency-boosting AI.”

Bridging the Skills Gap: The Need for Effective Learning

We are facing a future where a majority of the workforce faces skill gaps, yet not everyone has the opportunity to bridge them. According to the World Economic Forum (WEF; 2023), by 2027, 60% of the workforce will have an urgent need to reskill. Critically, however, the WEF reports only half of these workers have the training opportunities they need today. At Multiverse, we believe in education as a lever for business transformation, as opposed to being an added benefit to the workplace. As demand for new skills, particularly around big data and AI continues to surge, the notion of a single training session being sufficient is outdated. Instead, continuous educational initiatives that align with real-world demands are crucial. This arms employees with new skills that can directly improve job performance and facilitate, en masse, an adaptable and agile workforce. Consequently, understanding what makes learning effective to support these skills gaps and organisational needs is increasingly important.

A Dynamic System: The Zone of Optimal Learning Effectiveness

While complex, learning can be understood through its key components—cognitive, emotional, and environmental influences. In the workplace, this complexity is further intensified by the need to align diverse stakeholder priorities, ranging from individual career development to organisational performance metrics. It involves not only technical skills but also critical thinking, problem-solving, and the need to transfer learning to new situations—abilities that are not easily measured by conventional educational assessments. Workplace learning is therefore characterised by a complex ecosystem containing diverse stakeholders, interconnected elements, and dynamic interactions (Wang & Wang, 2018). At Multiverse, we have created the ZOLE framework—the Zone of Optimal Learning Effectiveness—to deliver a comprehensive and dynamic approach to building an effective learning experience that aligns educational initiatives with organisational goals and individual skills gaps. Recognising the complexities of workplace learning, we emphasise the critical need for alignment among three dynamic, dependent and interactive systems: the learner’s educational environment, the learner, and their workplace environment.

How ZOLE works in practice

Creating ZOLE involves a dynamic interplay among multiple factors:

1. Multiverse (the educational environment): This refers to the curriculum, methodologies, resources, social context, and delivery methods used in Multiverse’s programs. Our environment is designed to be engaging, challenging, relevant, and practical, ensuring that learners can connect theoretical knowledge with practical application seamlessly. At Multiverse, we also have an emphasis on guided learning, where we provide a dynamic ecosystem of support using a blend of on-demand AI and human-centered support systems so that no learner is ever alone in their journey.
2. The learner: This encompasses the individual attributes of learners, including their readiness to learn, cognitive abilities, motivation, prior knowledge, and specific skills gaps. We use a model of Learning Agility to understand the full spectrum of an individual's learning capabilities, focusing on their cognitive strategies, motivational drives, and actionable behaviours. This approach allows us to create personalised learning pathways that not only cater to each learner’s unique needs and skills gaps, but also optimise their ability to apply and benefit from their learning in the workplace to address organisational goals.
3. The workplace environment: The workplace environment includes the culture, support systems, and opportunities within a learner’s organisation that facilitate continuous learning and the application of new knowledge, skills and behaviours. A supportive workplace culture that encourages learning and provides opportunities to apply these new skills is crucial for achieving learning effectiveness. Managers, in particular, play a pivotal role in creating opportunities for learners to apply new knowledge in both low- and high-stakes situations, while also offering essential and constructive feedback to support the learning process. At Multiverse, we also tailor our learning pathways to align with specific organisational goals and learner skills gaps, ensuring that our educational initiatives facilitate the seamless application of knowledge, skills and behaviours to support this learning process. This also sustains a feedback loop that continuously refines and enhances both learner engagement, performance and overall effectiveness within the workplace environment.

ZOLE encapsulates the dynamic nature of workplace learning—it's not a one-size-fits-all scenario. Instead, it’s a tailored approach that caters to the specific skills, needs and contexts of both the learner and the organisation. This concept illustrates that learning effectiveness is not a static achievement, but a constantly evolving state that occurs when three key factors—the learner, the educational environment, and the workplace environment—are aligned. By maximising this alignment, ZOLE ensures that educational experiences are impactful and create tangible, long-term organisational benefits.

ZOLE in action

At Multiverse we have 1,000+ employer partners across the UK and the US, where 93% of learners remain with their employer post their learning experience. The driver for these results is ZOLE. Imagine you are an Online Merchandiser working in the e-commerce team for a consumer products business. Your main responsibilities are to oversee online product presentation to optimise the shopping experience and drive sales. Both you and your employer see a big opportunity for the use of AI in your role and so you have enrolled on Multiverse’s AI for Business Value program. The programme begins by equipping you with foundational AI knowledge, its potential for business transformation, and methodologies for identifying real-world applications. You're immediately encouraged to apply this new understanding to your current role, identifying impactful AI solutions for your business. This involves collaboration with departmental stakeholders, ensuring that the ideas you develop are both practical and validated through feedback, embodying a seamless integration between educational learning and workplace application. Your Multiverse coach, an industry expert, also considers your specific needs. This personalised approach includes setting relevant objectives and goals, as well as celebrating your achievements, and fostering a feedback loop that aims to enhance your confidence and success within your organisation. Throughout the rest of the program, you'll further analyse business needs, implement AI solutions, and lead change, taking others through the change process and demonstrating its impact. Unlike traditional learning environments that may rely on hypothetical scenarios, Multiverse's approach is deeply rooted in the realities of your workplace and is driven by the Zone of Optimal Learning Effectiveness (ZOLE). This ensures the learning is not only relevant but also impactful, providing you with opportunities to apply AI innovations that significantly benefit your business and consumer experience. Ultimately, this enhances your career prospects and trajectory, exemplifying what effective workplace learning should achieve.

Final Thoughts

In today’s rapidly evolving world, the importance of learning effectiveness cannot be overstated. Understanding and optimising the processes that make learning impactful is crucial for individual and organisational success. By focusing on ZOLE, we enable a dynamic and adaptable learning ecosystem. This holistic approach ensures that our learning initiatives create impact.

For more information, please read:

1. Di Battista, A., Grayling, S., Hasselaar, E., Leopold, T., Li, R., Rayner, M., & Zahidi, S. (2023, May). Future of jobs report 2023. In World Economic Forum, Geneva, Switzerland. https://www. weforum. org/reports/the-future-of-jobs-report-2023
2. Wang, M., & Wang, M. (2018). Understanding Workplace e-Learning as a Complex Dynamic System. E-Learning in the Workplace: A Performance-Oriented Approach Beyond Technology, 75-84