Includes insights from 1,104 participating firms in 11 countries and 38 industries.
May 8, 2025 – Research and advisory firm Metrigy has released its AI for Business Success 2025-26 research study, providing the latest insight into how leading companies are using the technology to better serve their customers and improve employee efficiency. This study provides IT, CX, and other business leaders with the understanding they need to craft AI strategies for 2025 and beyond.
Nearly every company in Metrigy’s AI for Business Success 2025-26 global research study is using AI to some extent, with 54% using across all business units. “What’s really exciting is that most companies are reporting significant value gained, and slightly more than half already have earned a return on their AI investments,” says Robin Gareiss, CEO at Metrigy. “As one result of such positive impact, most companies say they’re using AI to solve harder problems today than just a year ago.”
Based on measurable change from the use of AI technology, this study shows companies are seeing improvements in the range of 20% to 32% for four key business metrics: revenue growth, cost reduction, customer satisfaction (CSAT), and employee efficiency. CSAT and cost savings are the top two reported benefits realized from AI.
In addition to these key takeaways, findings from this study include:
- Which AI technologies are working best to drive business metric improvements
- How much money companies are actually saving–or generating–with AI, or not
- AI’s effect on different employee groups, including contact center (supervisors and agents), sales, and marketing, as well as its impact on employee productivity
- Which AI applications, including agentics, are on the roadmap for tomorrow
- Who makes buying decisions and how companies are changing their organizational structure to leverage AI
- To what extent companies have an enterprise-wide AI strategy, and who’s running it
This study is available now for clients to download on our website. If you are not a client and are interested in this study, please reach out to sales@metrigy.com.
