A recent 2025 Global Service Dynamics Report global survey, released by Certinia, shows a stark divide between firms strategically prepared for AI with unified platforms and those hindered by skills gaps and foundational system disconnects.
The 2025 Global Service Dynamics Report, based on a survey of over 1,000 global services leaders, found that while an astonishing 83% of firms are already using or plan to use Agentic AI with their commercial Professional Services Automation (PSA) software within the next 12 months, the value from this investment is not distributed equally—creating a widening gap between firms that are strategically prepared and those that are not.
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