Artificial intelligence continues to disrupt industries around the world, and JLL (Jones Lang LaSalle), the global real estate services firm, is an example of a company leaning into these changes. Under the leadership of CEO Christian Ulbrich, JLL has been integrating AI into its operations, using the technology not only to enhance efficiency but also to navigate challenges in commercial real estate, a sector upended by the pandemic and ongoing workplace trends.

A Legacy of Adaptation

JLL is no newcomer to navigating complexity. Founded 243 years ago, the company now operates across 80 countries with over 100,000 employees. Ulbrich joined the company in 2005, becoming CEO in 2016, a time marked by significant global disruptions, including the COVID-19 pandemic and shifts in office space demand. For Ulbrich, leading during such times required a shift in leadership style and strategy. When the pandemic forced businesses to go remote and disrupted workflows, JLL had to rapidly adapt to maintain operations—especially in critical functions like payment processing for clients.

"At the beginning, we thought staying home would last a couple of weeks," Ulbrich said. "But it lasted much longer. I was particularly nervous about how our service centers in India would handle executing billions in daily client payments from home. Thankfully, it went well, and we learned a lot from that experience."

That moment reinforced the importance of resilience, trust within the workforce, and delegation. Ulbrich noted that managing a company of JLL's size requires reliance on highly capable teams and the willingness to let go of control—a skill he refined through the adversity of those years.

The Role of AI in JLL's Growth

Of particular note is JLL's proactive approach to artificial intelligence, both as an opportunity and a potential threat. According to Ulbrich, AI currently represents a "tailwind" for the company. AI-driven tools are streamlining operations, enabling the firm to grow revenues without proportionately increasing headcount.

"Being such a people-intensive organization, AI drives efficiency into our platform," he explained. "This allows us to expand significantly without needing to add as many new employees."

For now, AI is boosting JLL’s internal processes and services, but Ulbrich acknowledged the double-edged nature of the technology. On one hand, automation and AI could lead to reduced space needs for their clients if fewer workers are required in modern workplaces. "Every job cut is potentially one less desk," he noted. On the other hand, Ulbrich also monitors whether disruptive AI innovations might disintermediate some of JLL’s services. While neither concern has materialized yet, the company remains vigilant.

The Human Element in AI Implementation

Internally, JLL has seen enthusiasm for AI adoption among employees. Rather than outright resistance, Ulbrich identified a different challenge: passive resistance. "The most dangerous pushback comes from people who nod in agreement during discussions but then quietly undermine the initiative afterward," he said.

Thankfully, this hasn't been widespread. According to Ulbrich, most employees are intrigued by AI tools, which have become more familiar through consumer applications. Across JLL, AI is seen as a tool to improve productivity and enrich professional lives. The organization’s rapid growth has also alleviated fears of job losses due to AI integration. "While roles may change, they may not necessarily disappear," he explained.

Real Estate Trends: A "K-Shaped" Market

JLL's core business—real estate—has been heavily impacted by the pandemic and subsequent recovery. While global demand for office space has reached 85% of pre-pandemic levels, a distinct "K-shaped" pattern has emerged, Ulbrich explained. Demand for premium office spaces in prime locations is exceeding pre-2019 levels, while secondary buildings lag behind.

"The best buildings in every city are doing extremely well," he said. "From New York to Sydney to Europe, premium corporate real estate is seeing record-high rent levels."

The reasons for this split are both functional and symbolic. Companies are increasingly prioritizing high-quality office environments to attract employees back to in-person work. As workers demand better spaces or hybrid options, organizations are racing to secure offices that align with their corporate cultures or employee expectations.

A Focus on Sustainability

AI isn’t the only change shaping JLL’s approach. Climate-conscious practices and energy efficiency have become core to the company’s operations. For Ulbrich, this isn’t mere altruism—it’s also sound business strategy. Rising energy prices underscore the importance of reducing consumption, benefiting both costs and overall environmental impact.

"It’s common sense," Ulbrich stated. "Efficiency saves money and reduces pollution. If we can reduce our impact on the planet while cutting costs, that’s a win-win."

JLL’s sustainability initiatives underscore the broader role firms like theirs play in shaping global construction, development, and occupancy practices. As buildings increasingly consume resources, adapting energy-efficient technologies becomes not just an ethical imperative but a financial one.

Navigating the Road Ahead

Ulbrich is confident in JLL’s ability to adapt to emerging trends, from AI to climate-related challenges. Though AI could reshape real estate needs and roles, it has already proven itself as a powerful tool for efficiency and growth. Real estate trends, meanwhile, are reinforcing the value of premium spaces as companies increasingly view office investments as statements about their identities and futures.

With a business model grounded in adaptability and a forward-looking leadership approach, JLL is positioning itself to thrive in a fast-changing world—one decision informed as much by algorithms as by human foresight.