As AI becomes a defining force in modern business operations, Optimising IT is working to ensure organisations – especially those across Gloucestershire and the south west – adopt it in a way that’s smart, secure and sustainable.
In SoGlos's latest interview, we sit down with Todd Gifford, managing director of the B Corp-certified managed services provider, to discuss how AI is transforming the customer journey, strengthening cyber security and driving efficiency, all while staying true to a 'planet-first' ethos.
From demystifying 'AI magic' to implementing real-world automation and predictive analytics, Optimising IT outlines what businesses need to know as they navigate the next era of digital innovation.
Can you walk me through the customer journey at Optimising IT? How has this changed with the introduction of AI into the workplace?
At Optimising IT, our customer journey is all about partnership and clarity.
We start by listening – really listening – to what our clients need, mapping out their goals and understanding their pain points. From there, we design tailored solutions, deliver them with minimal fuss and provide ongoing support that’s proactive rather than reactive.
With AI in the mix, the journey has become even more dynamic. AI helps us automate routine tasks, predict issues before they become problems and personalise support.
For example, our AI-driven triage system speeds up ticket resolution and ensures clients get the right expertise, fast.
The result? Faster responses, smarter insights and a genuinely seamless experience from onboarding to ongoing support. Clients notice the difference: less waiting, more value and a service that evolves with their needs.
What distinguishes your AI consultancy arm from more general IT consultancy?
Our AI consultancy is laser-focused on practical outcomes.
While traditional IT consultancy covers everything from infrastructure to cloud migrations, our AI consultancy zeroes in on how artificial intelligence can drive real business value – think automation, data-driven decision-making and smarter workflows.
We don’t just talk about AI; we implement it in ways that make sense for each client.
That means demystifying the tech, setting realistic expectations and ensuring every AI project is aligned with business goals. We’re here to deliver measurable improvements, whether that’s boosting productivity, enhancing security or unlocking new insights from data.
Do some clients expect 'AI magic' and how do you manage expectations?
Absolutely – AI is a hot topic and some clients come in expecting instant miracles.
We tackle this head-on with honest conversations. We explain what AI can and can’t do, set clear milestones and focus on achievable outcomes.
It’s about transparency, education and keeping everyone grounded in reality. We’d rather under-promise and over-deliver than the other way around.
What are the most common issues people come to you for help with?
The big ones are process automation, data analysis and security.
Clients want to streamline repetitive tasks, make sense of their data and stay ahead of cyber threats.
We also see a lot of interest in AI-powered customer support and predictive analytics – basically, anything that helps them do more with less and stay competitive.
How do you integrate AI into your cyber security offerings?
AI is a game-changer for cyber security.
We use AI-driven tools to monitor networks in real time, detect unusual behaviour and flag threats before they escalate.
Automated incident response means we can react to issues instantly isolating affected systems, alerting the right people and even rolling back changes if needed.
Our approach combines AI’s speed and accuracy with human expertise. The AI handles the heavy lifting, scanning logs, spotting patterns and prioritising alerts, while our team of security specialists focus on strategy and complex investigations.
This blend keeps our clients safer and frees up their teams to focus on higher-value work.
Optimising IT has a 'planet-first focus'. How are you balancing being eco-conscious without stunting AI innovation – which is known to have environmental consequences?
We take our environmental responsibilities seriously. As a certified B Corp, we’re committed to sustainable practices across the board. When it comes to AI, we’re mindful of its energy footprint, so we choose cloud providers with strong sustainability credentials, optimise our models for efficiency and offset our carbon emissions.
Innovation doesn’t have to come at the planet’s expense. We actively seek out ways to use AI to drive sustainability, like optimising energy use in IT systems and supporting clients with their own environmental goals.
It’s about making smart choices, measuring impact and always looking for ways to do better.
You can track our progress on our impact page via Ecologi – we are close to having planted twenty thousand trees and are supporting projects to reduce emissions.
We also focus on minimising old kit that goes to recycling – we always prefer re-use!
How do you see AI continuing to change the nature of IT managed services?
AI is set to transform managed services from the ground up.
We’re already seeing AI automate routine maintenance, predict hardware failures and optimise network performance.
In project management, AI helps with resource allocation and risk assessment, making delivery smoother and more predictable.
Looking ahead, expect even more proactive support—systems that fix themselves, backups that adapt to usage patterns and strategies that evolve in real time based on data.
The role of IT teams will shift from firefighting to strategic enablement, with AI handling the basics and our team focusing on innovation and growth for our customers.
How is Optimising IT preparing to tackle these changes and ensure it remains at the forefront as a tech firm?
We’re investing in our people, our platforms and our partnerships.
That means ongoing training, adopting best-in-class AI tools and staying plugged into the latest industry developments. We’re also working closely with clients to pilot new solutions and share best practices.
Our goal is simple: keep leading the way, so our clients can too.
