target audience: TECH BUYER  Publication date: Apr 2024 - Document type: IDC Perspective - Doc  Document number: # US51963924

AI Transformation of Services — Engagement Models and Employee Impact


  • Peter Marston Loading
  • Jennifer Thomson Loading
  • Estelle Quek Loading
  • Bill Latshaw Loading
  • Alison Close Loading
  • Abhishek Mukherjee Loading


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Table of Contents

  • 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

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis