The Real Question Enterprises Are Asking Most organizations have already decided to deploy AI agents. The open question, according to Joe Davis, EVP of AI Engineering and Delivery at ServiceNow, and Adel El Hallak, VP of Product Management at NVIDIA’s Agentic AI division, is what those agents can actually do, and at most organizations today, […]
The Finding Nearly half of enterprises investing heavily in AI are struggling to see meaningful returns, according to Kyndryl’s own Readiness Report, a finding echoed by a separate IBM study showing that just 25% of AI initiatives deliver expected ROI, with only 16% scaling enterprise-wide. In response, Kyndryl has launched Agentic Service Management, a maturity […]
The Announcement Salesforce has expanded its Agentforce platform with two updates aimed at closing a gap it says is common across enterprise CX: fast, AI-driven customer interactions that stall the moment they hit slower, manual back-office processes. Agentforce Operations extends AI agents into finance, procurement, compliance, and IT workflows, with Salesforce reporting process cycle time […]
The Shift Underway Contact center AI adoption has moved past the pilot stage. Gartner projects that by 2029, agentic AI will autonomously resolve 80% of common customer service issues while driving a 30% reduction in operational costs. But this scale comes with a cost of its own: as AI adoption accelerates, the contact center attack […]
The Shift Underway Enterprise demand for voice AI has moved from cautious experimentation to default deployment in 2026. The voice AI agents market is projected to grow from $2.4 billion in 2024 to $47.5 billion by 2034, representing a 34.8% CAGR. Gartner projects that by year-end 2027, conversational AI will automate roughly 70% of customer […]
The Shift Underway Financial services CRM is being rebuilt around AI-driven engagement rather than static record-keeping. In the same week, Navatar launched a Salesforce-based AI Deal Engine for investment banking relationship management, Anthropic released ten agent templates built for financial services workflows like KYC screening and client meeting prep, and CSI unveiled a Customer Intelligence […]
The Report BCG’s latest global CEO survey, covering nearly 2,400 executives across 16 markets, finds that close to three-quarters of CEOs now call themselves their company’s primary decision-maker on AI, twice the share who said so a year ago. Four out of five are more optimistic about AI ROI than they were last year, and […]
The Gap Between Adoption and Control A BCG analysis finds that as Generative AI adoption spreads across business units, 70% of legal, compliance, and privacy leaders now rank rapid GenAI adoption as their top operational concern for the next two years. Yet the same research shows firms integrating GenAI into administrative and compliance workflows have […]
The Opportunity and the Bottleneck BCG’s research with OpenAI finds that agentic AI could increase retail banks’ profitability by 30% and cut costs by 30% to 40% by 2030. The bottleneck isn’t the front-end technology. Banks have spent decades digitizing customer-facing channels, but translating outputs from already-trusted systems, identity checks, fraud signals, credit data, still […]
The Shift Already Underway BCG reports that more than 90% of consumers now use generative AI tools weekly, and roughly 20% of purchasing decisions are already influenced by AI, according to a YouGov survey. Insurers face a structural shift: the first step in buying insurance is moving from a phone call or web search to […]