Over the past few months, I've had some really fascinating conversations with service provider leaders about AI transformation. What's struck me is how open everyone's been about what's working and what isn't. These are people dealing with real transformation challenges every day.

Here's what keeps coming up: there's this massive gap between what organisations want to achieve with AI and what they're actually able to deliver. Everyone gets it - AI is going to fundamentally change how we deliver services. But so many are stuck in what I've started calling the "pilot paradox." They've got brilliant proof-of-concepts showing amazing results, but scaling them across the enterprise? That's where things get tricky.

The real issue is that most organisations are starting in the wrong place. They're implementing AI tools and hoping everything else will sort itself out. But what we've learned is that you need the right foundations first: standardised processes, clean data, and most importantly, the ability to orchestrate workflows that bring together human expertise and AI capabilities.

That's exactly why we built Enate the way we did. We've spent over a decade focusing on these orchestration challenges. We've always believed that AI transformation isn't about replacing people - it's about creating an environment where humans and AI work together effectively. Our platform gives service providers the visibility and control they need to move beyond pilots to real transformation.

But let's be honest - technology is only part of the story. The biggest challenges are human ones. Change management, upskilling, getting the culture right - these things are just as critical. That's why we see ourselves as transformation partners, not just software vendors.

I want to thank everyone who contributed to this report for being so candid. Their insights provide an excellent roadmap for others on this journey.

The message from these leaders is clear: incremental change isn't going to cut it anymore. But with the right foundation and approach, this transformation isn't just possible, it's an incredible opportunity to completely reimagine service delivery. And that's genuinely exciting.