The Hackett Group: Report Reveals GBS AI Adoption Accelerating, With 63% Seeing Early Gains
The Hackett Group (NASDAQ: HCKT) has released its 2025 Key Issues Study showing rapid AI adoption in Global Business Services (GBS) organizations. 42% of GBS organizations piloted Generative AI in 2024, with 63% of early adopters reporting successful outcomes in productivity, cost savings, and service quality.
The study reveals that GBS technology budgets will increase by 10% in 2025, while workloads are expected to grow by 11%, creating a 4% efficiency gap. Key findings show that 60% of leaders view AI as critical for cost reduction, while 70% focus on AI-driven spend management.
However, organizations face significant adoption challenges, including process complexity (73%), unrealistic expectations (71%), data quality issues (71%), and AI talent shortages (67%). The study projects that 71% of leaders expect AI to transform unstructured tasks by 2027, with implementation planned across finance, IT, HR, and procurement services.
The Hackett Group (NASDAQ: HCKT) ha pubblicato il suo Studio sui Temi Chiave del 2025, che mostra una rapida adozione dell'IA nelle organizzazioni dei Servizi Aziendali Globali (GBS). Il 42% delle organizzazioni GBS ha sperimentato l'IA Generativa nel 2024, con il 63% dei primi adottanti che riportano risultati positivi in termini di produttività, risparmi sui costi e qualità del servizio.
Lo studio rivela che i budget tecnologici GBS aumenteranno del 10% nel 2025, mentre i carichi di lavoro sono previsti in crescita dell'11%, creando un divario di efficienza del 4%. I risultati chiave mostrano che il 60% dei leader considera l'IA fondamentale per la riduzione dei costi, mentre il 70% si concentra sulla gestione della spesa guidata dall'IA.
Tuttavia, le organizzazioni affrontano sfide significative nell'adozione, tra cui la complessità dei processi (73%), aspettative irrealistiche (71%), problemi di qualità dei dati (71%) e carenza di talenti nell'IA (67%). Lo studio prevede che il 71% dei leader si aspetta che l'IA trasformi i compiti non strutturati entro il 2027, con implementazioni pianificate in ambito finanziario, IT, HR e servizi di approvvigionamento.
The Hackett Group (NASDAQ: HCKT) ha publicado su Estudio sobre Temas Clave de 2025, que muestra una rápida adopción de IA en las organizaciones de Servicios Empresariales Globales (GBS). El 42% de las organizaciones GBS pilotaron IA Generativa en 2024, con el 63% de los primeros adoptantes reportando resultados exitosos en productividad, ahorros de costos y calidad del servicio.
El estudio revela que los presupuestos tecnológicos de GBS aumentarán un 10% en 2025, mientras que se espera que las cargas de trabajo crezcan un 11%, creando una brecha de eficiencia del 4%. Los hallazgos clave muestran que el 60% de los líderes ve la IA como crítica para la reducción de costos, mientras que el 70% se enfoca en la gestión del gasto impulsada por IA.
Sin embargo, las organizaciones enfrentan desafíos significativos en la adopción, incluyendo la complejidad de los procesos (73%), expectativas poco realistas (71%), problemas de calidad de datos (71%) y escasez de talento en IA (67%). El estudio proyecta que el 71% de los líderes espera que la IA transforme tareas no estructuradas para 2027, con implementación planeada en finanzas, TI, recursos humanos y servicios de adquisiciones.
The Hackett Group (NASDAQ: HCKT)는 2025년 주요 이슈 연구를 발표하며 글로벌 비즈니스 서비스(GBS) 조직에서의 AI 채택이 빠르게 진행되고 있음을 보여주었습니다. GBS 조직의 42%가 2024년에 생성적 AI를 파일럿 운영했으며, 조기 채택자의 63%가 생산성, 비용 절감 및 서비스 품질에서 성공적인 결과를 보고했습니다.
연구에 따르면 GBS 기술 예산은 2025년에 10% 증가할 것으로 예상되며, 작업량은 11% 증가할 것으로 보아 4%의 효율성 격차가 발생할 것입니다. 주요 발견에 따르면 60%의 리더가 AI를 비용 절감에 필수적이라고 보고하고, 70%가 AI 기반 지출 관리에 집중하고 있습니다.
그러나 조직은 프로세스 복잡성(73%), 비현실적인 기대(71%), 데이터 품질 문제(71%), AI 인재 부족(67%) 등 상당한 채택 과제에 직면해 있습니다. 연구는 71%의 리더가 2027년까지 비구조적 작업을 AI가 변화시킬 것으로 예상하며, 재무, IT, 인사 및 조달 서비스 전반에 걸쳐 구현이 계획되고 있습니다.
The Hackett Group (NASDAQ: HCKT) a publié son étude sur les enjeux clés de 2025, montrant une adoption rapide de l'IA dans les organisations de services commerciaux mondiaux (GBS). 42% des organisations GBS ont testé l'IA générative en 2024, avec 63% des premiers adopteurs rapportant des résultats positifs en termes de productivité, d'économies de coûts et de qualité de service.
L'étude révèle que les budgets technologiques GBS augmenteront de 10% en 2025, tandis que les charges de travail devraient croître de 11%, créant un écart d'efficacité de 4%. Les résultats clés montrent que 60% des dirigeants considèrent l'IA comme essentielle pour la réduction des coûts, tandis que 70% se concentrent sur la gestion des dépenses pilotée par l'IA.
Cependant, les organisations font face à des défis d'adoption significatifs, notamment la complexité des processus (73%), des attentes irréalistes (71%), des problèmes de qualité des données (71%) et une pénurie de talents en IA (67%). L'étude prévoit que 71% des dirigeants s'attendent à ce que l'IA transforme les tâches non structurées d'ici 2027, avec une mise en œuvre prévue dans les services financiers, IT, RH et d'approvisionnement.
The Hackett Group (NASDAQ: HCKT) hat seine Studie zu den Schlüsselthemen 2025 veröffentlicht, die eine rasche Einführung von KI in globalen Geschäftsservice-Organisationen (GBS) zeigt. 42% der GBS-Organisationen haben 2024 Generative KI getestet, wobei 63% der frühen Anwender erfolgreiche Ergebnisse in Bezug auf Produktivität, Kosteneinsparungen und Servicequalität berichten.
Die Studie zeigt, dass die Technologie-Budgets der GBS 2025 um 10% steigen werden, während die Arbeitslasten voraussichtlich um 11% wachsen, was eine Effizienzlücke von 4% schafft. Wichtige Ergebnisse zeigen, dass 60% der Führungskräfte KI als entscheidend für die Kostensenkung betrachten, während 70% sich auf KI-gesteuertes Ausgabenmanagement konzentrieren.
Allerdings stehen die Organisationen vor erheblichen Herausforderungen bei der Einführung, darunter Prozesskomplexität (73%), unrealistische Erwartungen (71%), Datenqualitätsprobleme (71%) und Mangel an KI-Talenten (67%). Die Studie prognostiziert, dass 71% der Führungskräfte erwarten, dass KI bis 2027 unstrukturierte Aufgaben transformiert, mit geplanter Implementierung in den Bereichen Finanzen, IT, HR und Beschaffungsdienste.
- 63% of early AI adopters reported measurable gains in productivity and cost savings
- 10% increase in technology investment planned for 2025
- Up to 25% improvement in quality and productivity for AI implementers
- Expanding service penetration to additional business units and countries
- 4% efficiency gap expected in 2025 (11% workload increase vs 7% budget growth)
- 73% of organizations face process complexity challenges in AI adoption
- 67% report AI talent shortage issues
- 71% struggle with data quality and technology issues
“Leading GBS organizations have begun to adopt Gen AI as a foundational lever to achieve their objectives,” said Martijn Geerling, principal and GBS Executive Advisory practice leader at The Hackett Group. “They are moving from an ‘early adoption with multiple Gen AI POCs (proof-of-concepts)’ to adopting Gen AI at scale.”
In fact, two-thirds of GBS leaders believe Gen AI, including the use of AI agents, will fundamentally reshape structured work this year. GBS technology budgets are set to increase by
Gen AI raising GBS performance to new levels
Forty-two percent of GBS organizations piloted Gen AI in 2024, while another
-
Up to
25% improvement in quality and productivity - Better customer and employee experiences
- Meaningful reductions in operating costs and full-time equivalents
In 2025, GBS leaders increasingly expect Gen AI to support their top business objectives such as:
-
Achieving cost leadership –
60% view AI as critical to cost-reduction strategies. -
Elevating value creation –
70% focus on AI-driven spend and working capital management. -
Expanding service penetration –
47% plan to scale shared services to additional business units and countries.
Leaders expect to accelerate Gen AI deployment within nearly every GBS function in 2025, with the most activity in finance, information technology, human resources and procurement shared services. The nature of GBS means they will play a unique role in shaping and facilitating greater adoption of Gen AI across the enterprise.
Breakthrough improvement requires overcoming key obstacles
While it will come as no surprise to GBS executives, The Hackett Group’s study confirmed that teams must find a way to do more with less. A widening efficiency gap looms – workloads are set to increase by
To fully capitalize on AI and deploy with speed, The Hackett Group recommends that GBS leaders cultivate a business culture that embraces co-intelligence, set realistic performance expectations, reskill/upskill talent and evaluate the use of AI agents to support your existing talent pool.
Download the full 2025 GBS Agenda report here.
About The Hackett Group®
The Hackett Group, Inc. (NASDAQ: HCKT) is an IP and platform-based, Gen AI strategic consulting and executive advisory firm that enables Digital World Class® performance. Using AI XPLR™ and ZBrain™ – our ideation through implementation platforms – our experienced professionals help organizations realize the power of Gen AI and achieve quantifiable, breakthrough results, allowing us to be key architects of their Gen AI journey.
Our expertise is grounded in unparalleled best practices insights from benchmarking the world’s leading businesses – including
Trademarks
The Hackett Group®, quadrant logo, and Digital World Class® are the registered marks of The Hackett Group®.
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Source: The Hackett Group, Inc.
FAQ
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