Our research shows that scaling generative AI from pilots to full-scale production remains fraught for enterprises – and now agentic AI must be adopted too.
Access in-depth AI adoption and market data, including what enterprises are trying, where they are getting value and what our findings suggest about the best practices needed to increase adoption, scale and return on investment.
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Agentic AI often stalls at the pilot stage. We share a framework to align your agentic AI investments to strategic intent, measure performance of agents in business terms and enable continuous improvement.
Matt Aslett
Director of Research Analytics and Data
ISG served as a strategic advisor, fostering a collaborative bridge between the business and its technology data team, and steering a project aimed at unlocking significant value from data across key business domains.
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Is your firm struggling to get value out of your predictive, agentic and generative AI investments?
Get to the next level with ISG Explore more insightsAI is everywhere, and spending is expected to continue growing. But many organizations are failing to translate investments into tangible, repeatable business value. Pilots stall. Hype clouds judgment. Value remains elusive. It's not about infinite trial-and-error PoCs - it's about making the right moves from the start.
Whether it's navigating the AI ecosystem, revamping your existing contracts for efficiency gains or addressing your data foundations and organizational readiness, ISG is your independent advisor to deliver on the promise of applying AI at scale.
Or is it just business strategy at this point? We help you align your AI ambitions with enterprise priorities.
Our research shows that poor data foundations are the #1 reason AI initiatives fail to deliver business value. We help you build a scalable, AI-ready data foundation.
Stuck between AI hype and POC purgatory? We help you design, source and adopt the right use cases, infrastructure and processes to enable your AI investments at scale.
A lack of organizational readiness is the #2 reason AI fails to deliver value. We provide change management and value realization governance to ensure optimal results.
What would your organization look like if AI was built in to the core? We help reimagine your organization’s future state and build an actionable plan, including operating model design, to get you there. We align your leadership on a vision of success, and then we work with your unique legacy footprint to plan for the right cognitive infrastructure and data foundations needed to enable your AI investments at scale.
We'll diagnose your AI readiness, helping you understand where your data, people and processes stand and where they need to go. Then we'll help you design the right AI foundation, including adaptive data operations that support both innovation and scale. Most importantly, we help you drive real outcomes by connecting pilots to business value, embedding AI into workflows and tracking impact over time.
We use value framing workshops and detailed strategic roadmaps to build a high-impact use case portfolio and action plan. Leveraging our proprietary sourcing and contracting methodologies, we curate the provider ecosystem to match the right provider to each use case, ensuring delivery partner fit and incentivization. Remaining independent, we use a strategy realization office framework and value tracking dashboards to ensure delivery of use cases in parallel.
From the enterprise-wide change management needed to accelerate adoption to the governance needed to ensure long-term performance, ISG has the tool set to help you achieve value at scale. Leveraging continuous improvement, adaptive organization design and scaling principles, we've built a repeatable delivery model designed to turn AI aspirations into business impact.
Get an ITO and BPO fairness assessment to identify AI savings, modernize your contract and get the benefit of your partner’s AI efficiencies.
Navigate provider pricing and terms for AI, from tokenization to inquiry-based models, and access the latest in AI contracting best practices.
Review your existing IT and business operations and spend to identify how AI can drive a faster, cheaper, better and/or more efficient operating model.
Find out how to infuse AI into your global capability center, your contact center, or your HR, finance & accounting, and/or procurement operations.
Today, remaining competitive requires AI-driven cost transformation. We address three levels of cost optimization, identifying quick-win and deep-potential opportunities and working toward both simultaneously.
We know what it takes to transform your general and administrative processes, your global capability center and your contact center with AI to deliver new efficiencies and superior business value. Leverage our research, benchmarks and data to stay market-aligned, our sourcing expertise to find and contract with the right partners, and our operating model and governance expertise to optimize your processes and results.
Get an ITO and BPO fairness assessment to benchmark your contract costs against provider savings from AI. We quickly provide:
We help you select, co-solution and contract with the right provider(s) for your AI strategy, forming strategic partnership(s) that will enable you to transform at scale. Sourcing is more than selecting a provider and completing a transaction. We ensure you get the most value out of your technology investments by addressing the entire sourcing lifecycle, from building and aligning the technology strategy all the way through to governance of the supplier and contract.
Our research shows providers are experiencing 30% to 58% cost savings as a result of AI adoption. Are you seeing resulting price savings? Let's talk AI cost optimization.
AI is enabling providers to deliver solutions faster, better and cheaper. This is impacting almost all traditional IT managed services contracts. Are your providers passing along cost savings as price savings to you?
43% of contact centers have already adopted AI technologies, leading to a 30% reduction in operational costs. But despite these efficiencies, research consistently shows that 75% of consumers still prefer to engage with human agents when dealing with complex issues. So what is AI’s role in the contact center?
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GenAI in software development leads to substantial productivity gains, estimated at 30-42%. By leveraging AI, machine learning and GenAI, you can enhance and automate IT operations (AIOps). Combining these two ideas is revolutionizing software development.
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Jeff Orr
Director of Research, Technology Research
Traditional AI typically handles things like organizing information, predicting what will happen next and making processes more efficient. Generative AI can produce original content like text, images and even computer code. Agentic AI isn’t simply a tool; it’s more like a digital colleague that can independently solve problems, take action and continuously improve its performance.
AI empowers businesses to operate more efficiently, reduce costs, and improve customer experiences. Generative AI can create content, but agentic AI goes beyond that – it proactively works to achieve goals independently. Enterprises are seeing the positive impact of AI in use cases that have to do with providing excellent customer service, simplifying access to information, streamlining content creation and automating everyday tasks.
Make sure you have a well-thought-out plan, reliable information, a designated owner for the data and basic safety precautions ready to go before you begin. Assess where you are now – looking at your data, technology, team's skills and willingness to adapt – so you can identify where value is most attainable and create a straightforward plan to achieve them.
Start with the outcome you want and your data and work backwards. When choosing a solution, consider its security and compliance, how easily it integrates with what you already use, its total cost, how accurate its results are and the vendor’s reliability for the future. Try it out with a small group initially, and roll it out more widely if it goes well.
Make sure everyone understands the system’s purpose, how it will be run and that people – and not the system – are ultimately in charge. Ensure fairness, document decisions, manage access and monitor performance. Before letting AI act independently in your environment, thoroughly establish safety protocols and review procedures, then consistently monitor them to ensure continued effectiveness.
