75 75 Research from ServiceNow reveals a widening divide between organisations experimenting with AI and those driving real business value from it. The difference comes down to integration While the use of AI is accelerating across industries, not all organisations are benefiting equally. Research from ServiceNow and Oxford Economics, drawing on a global survey of 4,470 executives at organisations where AI capabilities are already in use, reveals a striking divide. Most businesses are stuck in the experimental stage, unsure of how to fully capitalise on AI’s potential. Only 18 per cent have moved beyond this to become what the Enterprise AI Maturity Index report calls ‘pacesetters’: organisations that are pushing ahead with AI innovation and strategy to create significant, measurable business value. The findings paint a clear picture of where enterprise AI stands today – and where the real opportunity lies. So what do the high performers do differently? The answer isn’t about having more advanced technology or bigger budgets. It’s about how they think about AI in relation to the rest of the business. Whereas most organisations are automating one-off tasks or linear workflows that are easily codified, pacesetters take a broader view. Sixtyone per cent of them are embracing robust enterprise platforms with built-in generative AI capabilities that are deeply integrated into existing business processes across functions. Rather than deploying AI at the edges of the organisation, they are embedding it at the core. This approach not only dissolves traditional silos and enhances the flow of data between systems, but also elevates employee engagement – getting people out of work that is repetitive Closing the gap in AI maturity REPORT Photo: ServiceNow IN FOCUS: MICROSOFT COPILOT
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