CIO Peer Perspective - Agentic AI's Impact on the Services Industry

Today, many service providers are offering agentic AI platforms to their customers. To explore the impact of this shift, Jennifer Hamel, senior research director at IDC, shared the latest data and insights in conversation with our CIO Research Advisory Board. It became clear in the discussion that providers have work to do to improve clarity regarding their services and gain the confidence of CIOs. The primary challenge is not technology; it is trust. "As service providers fundamentally rethink how they deliver, they are moving toward product disciplines, new commercial models, and a real focus on demonstrable outcomes. It is taking a bit longer for CIOs to rethink how they will engage with service providers in an agentic AI world," says Jennifer Hamel, senior research director, IDC.