New research finds that AI value will remain stalled until enterprises operationalize an industry- and business-context-first operating model driven by business and process owners.
Enterprise AI investments are growing, but enterprise AI value is not. Most organizations remain stuck in pilot phases, especially within core operations. The issue is contextual, not technical. AI struggles without access to the domain-specific business logic, regulatory rules, and exception handling that are deeply embedded within enterprise workflows. Business and process owners now face the challenge of making this context accessible to AI.
To scale, AI must evolve from generic tools into industry-context-driven, workflow-native systems. This evolution requires infusing domain-specific logic into operational workflows and strengthening the systems, data, and governance layers that make context usable and value trackable.
HFS Research, in partnership with Cognizant and ServiceNow, surveyed 122 business and process leaders across the Global 2000 to understand how organizations are adopting and scaling AI within core workflows, and where verticalized, domain-specific AI can drive stronger outcomes.
The Bottom Line: Enterprises cannot scale AI value through model sophistication or pilot volume; the priority must shift to contextual relevance grounded in industry depth, workflow integration, and decision-grade governance.
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