This is not the first time business support has faced a period of change. And it certainly will not be the last.
Having worked closely with business support professionals for over a decade, one thing has always stood out to me: this profession moves forward. It evolves, adapts and grows with every shift in business culture and technology.
Tools may have changed, but the value of the people in these roles has never diminished. If anything, it has increased.
A recent post on LinkedIn by Lucy Brazier (click here), captured this perfectly. It was a powerful reminder of just how far the role has come. It also inspired me to reflect on where it is going next, and why there is so much to feel positive about.
Change is not new to this profession
From typewriters and paper diaries to cloud systems and AI, the business support role has changed beyond recognition. But those changes have always brought new opportunities as well as new challenges.
Today’s business support professionals are doing more than ever. Executive Assistants (EAs), Personal Assistants (PAs), Office Managers and Chiefs of Staff are trusted partners, often playing a central role in communication, operations, project management and strategy.
This shift did not happen by accident. It happened because individuals in these roles chose to embrace change. They developed new skills, stepped up to new responsibilities and showed just how valuable they could be.
AI is a tool, not a threat
AI and automation are everywhere right now, and they are changing the way work is done. But they are not replacing the role of business support professionals.
Yes, technology can streamline tasks. It can draft emails, suggest calendar slots and summarise meetings. But it cannot spot when something feels off in a room. It cannot understand when a leader needs a pause rather than a push. It cannot take accountability for how a business runs. People can.
Business support professionals bring judgement, context, emotional intelligence and discretion. These are qualities that no software can replicate.
The future is being shaped right now
Rather than see this moment as a threat, it should be seen as an opportunity. The role is expanding, not disappearing. It is becoming more strategic, more visible and more critical to business success.
I hear this every day from the candidates and clients we work with at Lily Shippen. There is real ambition in the profession. People want to lead, grow and add more value. That is exactly why we launched our free EA and PA mentoring programme in 2024 and why our sister company, eavolve, is focused on learning and development in this space.
This is not about holding on to the past. It is about building something even stronger for the future.
What comes next?
The question of where business support is going has a clear answer. It is going forward. The skills required may be shifting, but the need for smart, capable, adaptable people is not going anywhere.
This profession has never stood still. And based on what I see every day, it never will.
If you're looking to grow your business support team, we can help you recruit temporary staff or find long-term support that fits your needs.
