Research & Insights
The 2025 Global Service Dynamics Report
AI’s Defining Moment for Services and the Strategies High-performing Firms Use to Navigate Change
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- Is AI delivering real bottom-line impact for PSOs, or is it still more hype than tangible ROI?
If unifying Sales, Delivery, and CS is so vital for customer value, why do massive execution gaps persist across the industry? - Are PSOs genuinely transforming into strategic profit engines, or is that still more aspiration than reality for most?
- What critical hurdles are stalling widespread AI success in professional services?
Get the answers to these critical questions and much more in the 2025 Global Service Dynamics Report!
Drawing from the perspectives of over 1,000 global services executives and leaders, this report delivers fresh data and insights to help you succeed in the services industry amidst an era of major transformation.Whether you’re focused on strategically scaling AI, breaking down silos across the customer journey, boosting operational efficiency, or tackling skills gaps — this report provides essential insights on the state of the industry, and a roadmap for navigating key challenges and building for a future of AI-powered growth.
Sponsored by Salesforce
Key coverage areas include
AI in action: Adoption, ambition, and barriers
Uncover real-world AI adoption trends from predictive to agentic AI, the strategic ambitions of PSOs, and how AI is forging distinct competitive advantages
Bridging the Sales, Delivery, and Customer Success gap
Discover key strategies to align Sales, Delivery, and Customer Success, bridging critical execution gaps to enhance overall customer value and retention
The evolving PSO: Profit, people, and platform modernization
Explore the critical profitability levers, essential people strategies for an AI-influenced environment, and the imperative for platform modernization
Charting your course forward
Gain actionable recommendations for building a resilient, strategically AI-enabled, and truly future-ready professional services organization
A glimpse at what 1,000+ global services leaders are saying about professional services in the age of AI
83% of PSOs have started the process of deploying or plan to deploy Agentic AI with PSA software within the next 12 months
Only 36% of PS teams proactively collaborate with their Sales & Customer Success counterparts
66% of companies now view their PSO as a strategic profit center
1 in 3 PSOs cite a lack of internal AI skillsets as the primary barrier to AI adoption
PSOs cite a lack of internal AI skillsets as the primary barrier to AI adoption
83% of PSOs have started the process of deploying or plan to deploy Agentic AI with PSA software within the next 12 months
Only 36% of PS teams proactively collaborate with their Sales & Customer Success counterparts
66% of companies now view their PSO as a strategic profit center
1 in 3 PSOs cite a lack of internal AI skillsets as the primary barrier to AI adoption
PSOs cite a lack of internal AI skillsets as the primary barrier to AI adoption
Explore the 2025 Global Service Dynamics Report
