McKinsey August 16, 2024
Service organizations that are early generative AI adopters are finding that to capture more value, they need to get more disciplined.
Generative AI (gen AI) could provide the productivity boost operations leaders have hoped for, as well as a means to fight cost pressures—if only leaders could get going. McKinsey’s latest tech trends research finds that only 11 percent of companies worldwide are using gen AI at scale.
Operations is a major gap: in a February 2024 survey of 150 executives at large North American and European companies, only 3 percent of respondents said their organization has scaled a gen AI use case in an operations-related domain. A separate survey, conducted in April 2024 of more than 250 corporate-function leaders...
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