AI Transformation of Services — Engagement Models and Employee Impact

Executive Snapshot

• Figure: Executive Snapshot: Artificial Intelligence's Transformative Effect on Services

Situation Overview

• Figure: Plans to Use Service Providers to Address AI Skill Needs

• AI-Enabled Business Process Services: Identifying Skills Required for Streamlining Operations

• Overview

• Figure: Expected Agent Benefits of Generative AI for Customer Support/Contact Center

• What It Means

• Application Life-Cycle Transformation: Evolving Skills and Engagement

• Overview

• Figure: Maturity in Using AI as Part of Application Life-Cycle Management, 2018 and 2023

• What It Means

• Figure: Top Third-Party Skills in Using AI as Part of Application Life-Cycle Management

• Business Consulting Services: Crucial Partners in AI Implementations

• Overview

• Figure: Most Strategic GenAI Technology Partner

• What It Means

• Digital Engineering and Operational Technology Services: Evolving Asset Maintenance and Process Resiliency Via GenAI Integration in OT

• Overview

• Figure: Next-Generation Digital Technology Investments

• What It Means

• AI Impact on APEJ Workforce: Challenges and Opportunities Ahead

• Overview

• Figure: Top Technology Investments to Improve Employee Productivity

• What It Means

• Democratization of Services Delivery: The Four Cornerstones to Services Transformation — A European View

• Overview

• Figure: The Six Core Attributes of a Digital-First Services Provider — Europe

• What It Means

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• Related Research

• Synopsis