The 2025 Global Service Dynamics Report

AI’s Defining Moment for Services and the Strategies High-performing Firms Use to Navigate Change

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.

Key coverage areas include:

  • AI in Action: Adoption, Ambition & 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 & 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 & 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

Download the 2025 Global Service Dynamics Report now!

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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