The integration of AI in business operations offers significant potential, yet its adoption faces challenges primarily due to leadership perceptions. An Accenture survey revealed that while leaders expect increased transformation in their organizations, many feel unprepared for the changes ahead. Despite this uncertainty, there is a strong commitment to enhance investments in generative AI, particularly in IT and customer service. However, discrepancies between leaders’ and employees’ views on AI’s value and the need for better training highlight ongoing adoption obstacles.
The Rise of AI in Business Operations
The incorporation of artificial intelligence (AI) into business processes presents vast opportunities, serving as a vital support system for various professional tasks. However, the widespread acceptance of AI is currently stifled by numerous challenges, primarily influenced by leadership perceptions.
Insights from the Accenture Survey
To delve deeper into how organizations are navigating this shift, consulting firm Accenture surveyed 3,450 leaders and 3,000 non-executive employees across global firms with revenues exceeding $500 million.
Are organizations prepared for transformation? The findings reveal that leaders are anticipating a surge in changes within their companies: 72% expect more transformations in 2025 compared to 2024, while 23% predict a similar pace. Interestingly, expectations for 2024 were even more optimistic, with 88% of leaders believing the current year would bring more significant changes than the previous one.
Despite this widespread anticipation of change, many organizations are not adequately prepared. In various sectors, the percentage of leaders who feel “very prepared” for changes in 2025 has dipped compared to the previous year. This uncertainty is mirrored among employees, with only 36% expressing confidence about upcoming transformations, compared to 43% of executives.
Commitment to AI Investment
Despite the prevailing uncertainty, leaders are resolute in their intention to boost AI investments. A notable 86% of them plan to increase their spending on generative AI in 2025. This optimism is supported by the past year’s experiences: 83% of leaders assert that generative AI has positively influenced their businesses.
Investment priorities reflect this enthusiasm, with IT taking the lead at 50%, followed by engineering, manufacturing, production, and operations at 38%, and customer service at 29%. These focus areas highlight generative AI’s effectiveness, especially in STEM-related tasks—ranging from coding and bug fixing to malware detection and threat modeling—demonstrating its potential to streamline processes and bolster IT security.
Moreover, generative AI excels in customer service by efficiently processing vast amounts of data and engaging in natural language conversations to address customer inquiries.
Addressing Adoption Challenges
Nevertheless, challenges to adoption linger. Leaders indicate that a lack of clarity regarding return on investment (26%) and limitations in data or technological infrastructure (28%) are significant hurdles.
There’s a noticeable disconnect between leaders’ and employees’ perceptions regarding the value of generative AI, with a 20% disparity emerging in their understanding of the technology’s potential. This gap is also evident in the confidence levels within teams. Employees, feeling less confident, believe their organizations do not equip them with the necessary resources to leverage these tools effectively. Notably, 55% of employees state that comprehensive training and clear guidelines would significantly enhance their confidence in using generative AI. This highlights the urgent need for improved communication and training initiatives within companies.