AI for Business Success2025-26

Author: Robin Gareiss, CEO and Principal Analyst AI has rapidly become a core part of most companies’ technology strategies, resulting in measurable improvements to their business success metrics, and significant increases in spending. Nearly every company is using AI in some form—either passively and more limited, or actively and extensive. Most have measured an ROI from their AI deployments already and are seeing value emerge in sales, operational costs, employee efficiency, and customer satisfaction. But despite AI’s success, there are some areas of concern. For example, only 27% of companies have a single executive in charge of company-wide AI strategy today. Nearly half of the research participants aren’t familiar with agentics. And many are still concerned about data privacy, security and malicious intent of AI. And though some companies are adding employees because of AI, others are eliminating positions across their companies. In this global study of 1,104 companies, you’ll learn how companies are adopting and securing AI, their plans for the future, what they’re investing in the technology, and the value they are (and aren’t) seeing from it.

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Table of Contents

• About Metrigy & the Study
• Executive Summary
• Success Metrics
• AI Adoption
• AI Strategy, Leadership, and Decision-Making
• AI’s Value
• Hiring and Staffing
• Revenue and Spending
• Generative AI and Agentics
• Data and Knowledge Management
• Prompt Engineering
• Contact Center and Employee Collaboration
  • CX Strategy with AI
  • AI Agents/Autopilots
  • AI Assistants/Copilots
  • AI Assistants for Collaboration Workflows
• AI Implementation
• Feedback and Conversation Analytics
• Security, Compliance, Regulations
• Vendor Relationships
• Demographics