What does it really take to move from AI experimentation to delivering real business value? This market report brings together insights from 12 leading service providers who share how they're using AI in operations, what's working, what's not, and what others can learn from their journey.
Based on 21 interviews with senior executives conducted by TechPros.io, the report reveals a sector facing urgent deadlines:
Ankur Saxena from Evalueserve warns:
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The traditional outsourcing model is dead.
Labour arbitrage no longer drives competitive advantage. Service providers must become technology partners who combine human expertise with AI to create new forms of value.
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AI pilots aren't enough.
While most providers report successful experiments, few achieve enterprise scale. The gap lies in missing foundations: standardised processes, clean data, and orchestration capabilities that coordinate human and AI resources.
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Change management beats technology as the biggest barrier.
Our survey found 38% identify cultural and organisational change as their primary challenge. Technical implementation is the easy part.
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Quick wins must build toward bigger goals.
Leading providers balance immediate results with foundation building. Every pilot advances broader capabilities rather than creating isolated successes.
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Value metrics are changing.
Cost per transaction gives way to business outcomes achieved. Providers must prove worth through client results, not operational statistics.
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The market won't wait.
Early adopters already demonstrate major gains: 50% efficiency improvements, 90% accuracy increases, days reduced to hours. Their success raises the bar for everyone.
Key
findings:
⚙ 100% of surveyed providers have AI initiatives underway
⚙ 71% expect results within 18 months
⚙ 0% plan timelines beyond 2 years
Success requires orchestration platforms that provide process standardisation, workflow automation, and real-time visibility. Without this foundation, AI remains disconnected experiments rather than scaled capability.
About Enate
Enate is the leading SaaS solution for business services. Enate orchestrates work from start to finish, giving clients the visibility and control needed to deliver better services. From email management and data analysis to intelligent document processing, Enate also offers a host of touch-button AI features designed to slash the time spent on manual work. Trusted by global service teams, Enate ensures smooth, consistent operations that help clients perform at their best.