Enterprises are stuck in islands of AI as most have moved beyond proofs-of-concept. However, only 15% are in the run‑state. Despite this sluggish progression, they’re expecting a 30%+ productivity step‑change across business functions over the next three years. This gap between current patchy adoption and very bold expectations is precisely where enterprises are looking for strategic, risk‑bearing partners. Enterprises are actively reengineering their operating models, deepening synergies with hyperscalers, and increasingly turning to their BPO providers for comprehensive stewardship in this AI-led metamorphosis.
HFS Research, in partnership with Cognizant, surveyed 101 senior enterprise leaders in the US across seven diverse industries to illuminate prevailing AI adoption trends, future imperatives, ecosystem dependencies, and evolving expectations from BPO partnerships.
The Bottom Line: Enterprises are demanding AI‑embedded, outcome‑owned operations from their BPO partners. Their overall partner ecosystem strategy and internal organizational readiness are the key prerequisites for success.
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