target audience: TECH BUYER  Publication date: Apr 2024 - Document type: IDC Perspective - Doc  Document number: # US51963924

AI Transformation of Services — Engagement Models and Employee Impact


  • Peter Marston Loading
  • Jennifer Thomson Loading
  • Estelle Quek Loading
  • Bill Latshaw Loading
  • Alison Close Loading
  • Abhishek Mukherjee Loading


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This IDC Perspective discusses AI transformation of services and related engagement models and employee impact. The proliferation of AI has surged through multiple aspects of business operations. From IT operations and management to line-of-business process executions, organizational utilization of AI has moved far beyond remedial task execution. However, while the swell of AI adoption has pushed forward, AI risks and pitfalls lurk. Explainability and trustability, control and governance, and data privacy and security have fueled concerns and sidetracked organizational initiatives with AI.

"AI is rapidly transforming services, reshaping engagement models, and impacting talent management within organizations," explains Pete Marston, research director, Worldwide Intelligent Application Services at IDC. "IDC expects AI will be a powerful asset for sustainable business growth and competitive advantage moving forward. Through improving efficiency, enabling data-driven decision-making, and enhancing customer experiences, organizations that strategically leverage AI technologies will be strongly positioned for success so long organizations deftly manage and minimize the many risks with AI."


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