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1、By Vijay Kotu,Richard McGill Murphy,Brian Solis,and Dorit Zilbershot Impact AI Series Enterprise AI Maturity Index 2025 2025 ServiceNow,Inc.All Rights Reserved.2Contents Introduction 03 Section 1:The AI-driven future 04 Section 2:Pacesetters lead the way 10 Section 3:Industry and regional snapshots

2、21 Section 4:Conclusion 24 Section 5:Appendix 26 ENTERPRISE AI MATURITY INDEX 2025 Authors and contributors 29 2025 ServiceNow,Inc.All Rights Reserved.3 ENTERPRISE AI MATURITY INDEX 2025 Introduction For our second annual Enterprise AI Maturity Index,we surveyed private and public sector leaders wor

3、ldwide to measure progress on their AI journeys.The results surprised us.This years average maturity score has declined significantly9 pointsfrom last year.Fewer than 1%of respondents scored over 50 on our 100-point AI maturity scale.The highest score fell a whopping 12 points year on year.These sha

4、rp drops suggest that AI innovation is outpacing organizations capacity to deploy AI effectively at scale.Theres a vision gap at the top,as leaders struggle to set audacious AI goals while also driving measurable results.Organizations understand they must foster an innovation-forward culture to get

5、ahead.But many lack the proper guardrails needed to innovate safely at scale.We identified an elite cohort of Pacesetter companies that are leading the pack across all dimensions of AI maturity.We modeled the potential economic impact if all companies on the Forbes Global 2000 list were Pacesetters.

6、In aggregate,this could produce a$113 billion increase in total gross margins across all Global 2000 companies.In this report,we provide a view from halfway up the AI summit.We show how AI Pacesetters are leveraging AI by connecting data,automation,and workflows.Then we offer a roadmap for how any o

7、rganization can deploy AI,govern it,and measure ROI in ways that benefit customers,employees,and the bottom line.Our key takeaways:Agentic AI is enabling enterprises to deploy autonomous software agents that collaborate with other agents in pursuit of defined goals.The right leadership strategy and

8、platform are essential to success.And in the age of AI,human talent and creativity are more important than ever.Richard Murphy Head of Global Thought Leadership Research,ServiceNow 2025 ServiceNow,Inc.All Rights Reserved.4 ENTERPRISE AI MATURITY INDEX 2025 Section 1 The AI-driven future 2025 Service

9、Now,Inc.All Rights Reserved.5 AI maturity is a moving target ENTERPRISE AI MATURITY INDEX 2025 Based on survey responses,we assigned each organization an overall AI maturity score between 0 and 100.Last years maturity scores were low across the board.This years scores are lower still.However,organiz

10、ations that we call Pacesetters are ahead of the pack and have the ROI to show for it.When we fielded the first AI Maturity Index study in early 2024,organizations were just coming to grips with the potential of generative AI to deliver better,faster experiences for customers and employees.One year

11、later,emerging tools such as agentic AI are taking transformation to the next level.On the one hand,thats excellent news for organizations.Emerging AI technologies are already delivering measurable value,and organizations are enthusiastic about embracing AI across the enterprise.On the other hand,th

12、e rapid pace of innovation is leading to a decline in AI maturity.To track the state of AI maturity across the globe,Oxford Economics and ServiceNow surveyed just under 4,500 executives worldwide and measured organizational performance across five pillars of AI maturity:AI strategy and leadership Wo

13、rkflow integration Talent and workforce AI governance Realizing value in AI investment Glass half full Importantly,our research findings dont spell doom for the enterprise.While overall AI maturity levels have dropped,AI is generating meaningful returns for nearly every organization we studied.More

14、than two-thirds of them(67%)say AI has increased their organizations gross margin.Collectively,those executives indicate it increased an average of 11%.Regardless of use case,AI provides ROI for most organizations,with nearly half reporting“significant”ROI for search functions,analytical AI,process

15、AI,and predictive tools.Executives expect their organizations investment in AI to increase by about 8.6%on average in the next fiscal year.And while our Pacesetters are not immune to the maturity slowdown,they are still well ahead of the pack when it comes to deploying AI productively at scale.Their

16、 approach to AI holds valuable lessons for all organizations.THE AI-DRIVEN FUTURE enterprise AI maturity dropped 9 points Y/Y,from 44 to 35 9pts 82%expect to increase AI investment next year 2025 ServiceNow,Inc.All Rights Reserved.6 To realize the full power of AI,think of it as a spectrum from incr

17、emental outcomes through exponential results.Along this spectrum are three levels of AI.Analytical AI predicts a numerical outcome or recommends a particular action based on specific,single-focused tasks,such as a chatbot.Generative AI generates content in response to natural language prompts,such a

18、s generating case resolutions,emails to prospects,or code.Agentic AI creates an orchestration layer across an enterprise that acts autonomously and proactively makes decisions to execute material business activities through end-to-end workflows.Incremental forms of AI are an important advance in tec

19、hnology.They show up in nearly every piece of software we use.But to reap the exponential rewards AI can offer,companies must adopt all three levels of AI and embed them within a platform that can take action in pursuit of defined goals.Early days for agentic AI ENTERPRISE AI MATURITY INDEX 2025 THE

20、 AI-DRIVEN FUTURE Agentic AIa type of artificial intelligence that acts autonomously in pursuit of defined goalshas emerged as the next big thing in tech.Executives are excited about its potential to boost productivity across the enterprise.However,only about one third of respondents have reached at

21、 least the piloting stage for any agentic AI use case.Those who have started to implement agentic AI are already seeing gains.Top use cases include addressing security risks and monitoring/interacting with internal systems.About 40%of executives are considering adding agentic AI tools to their tech

22、stack within the next 12 months,but most feel they lack the proper governance guardrails to do so successfully.Chris Bedi Chris Bedi Chief Customer Officer and Enterprise AI Advisor,ServiceNow 28%55%Agentic AI uptake is low at this point are somewhat familiar 43%but many organizations plan to accele

23、rate adoption are considering adopting agentic AI in the next 12 months are very familiar with agentic AI 33%are piloting their first use cases or have at least one fully functioning use case 2025 ServiceNow,Inc.All Rights Reserved.7 Rapid change brings challenges ENTERPRISE AI MATURITY INDEX 2025 T

24、HE AI-DRIVEN FUTURE Good help is hard to find Human talent is critical for transforming AI from a novel gadget into a mission-critical tool.However,organizations are still struggling to find the right talent to get the job done.Key challenge:Its not always clear what skills people need to work effec

25、tively with AI.Measurement struggles persist AI is changing faster than executives can develop strategies to harness it.Few leaders have a concrete idea of how to implement AI in their organization by connecting business strategy to technology strategy.Innovation requires governance Many enterprises

26、 are driving AI adoption by encouraging their employees to experiment with AI.This creates potential risks,given most enterprises surveyed also say they dont yet have the right guardrails in place to govern AI effectively.strongly agree they have the mix of talent and skills they need to execute on

27、their AI strategy agree or strongly agree they are still in the process of identifying skills needed to implement their AI strategy have training and support programs that reskill employees to use AI effectively are operationalizing the impact of AI and specifying how AI drives business goals strong

28、ly agree they have a defined set of metrics in place to measure return on AI transformation are working to foster a culture of trust by enabling teams to recommend AI solutions to everyday problems in the workplace empower teams to make decisions about AI solutions that help solve functional busines

29、s needs have a designated team that drafts AI policies,mitigates AI risks,and focuses on responsible AI use 55%have rolled out 100 or more different AI use cases 19%29%33%64%59%44%61%58%2025 ServiceNow,Inc.All Rights Reserved.8 Pacesetters do it differently ENTERPRISE AI MATURITY INDEX 2025 THE AI-D

30、RIVEN FUTURE Defining Pacesetters An elite cohort that we call“Pacesetters”is outperforming the rest of the group.While this years average AI maturity score is 35,Pacesetters averaged a score of 44.A tiny fraction of those we surveyed,under 1%of the sample,scored over 50.Pacesetters make up just 18.

31、2%of respondents.However,by adopting the Pacesetter roadmap,any organization can enter their ranks.The top performer in this years AI Index survey scored just 57.9,which is 13 points lower than last years high score.The takeaway:Even the most advanced enterprises are still in the early stages of AI

32、transformation.Organizations still have time to close the gap by following the Pacesetter roadmap.Extent that organizations AI solutions have achieved target outcomes 58%36%57%30%52%32%Improved experiences Increased efficiency/productivity Ability to innovate faster Pacesetters Others 2025 ServiceNo

33、w,Inc.All Rights Reserved.9 What if all companies were AI Pacesetters?ENTERPRISE AI MATURITY INDEX 2025 THE AI-DRIVEN FUTURE We created an economic model to measure the potential benefits to Forbes Global 2000 companies if they all achieved Pacesetter levels of AI integration.We also estimated how d

34、ifferent dimensions of the AI Index contribute to the correlation between profitability and index scores.The Forbes Global 2000 list includes the worlds biggest companies measured by sales,profits,assets,and market value.If every Global 2000 company became a Pacesetter,there could be a$113 billion i

35、ncrease in total gross margins across the entire population.On average,each Global 2000 company could see an increase of$56 million in gross margin.By isolating the correlation between each dimension and the financial gains from AI maturity,we found the following three dimensions to be the greatest

36、contributors to the potential$113 billion boost in profitability:The two dimensions most strongly correlated with profitability are leadership and governance,driving home the importance of vision and guardrails in achieving AI maturity.36%Leadership 30%Governance 23%Spending 2025 ServiceNow,Inc.All

37、Rights Reserved.10 ENTERPRISE AI MATURITY INDEX 2025 Section 2 Pacesetters lead the way 2025 ServiceNow,Inc.All Rights Reserved.11 The Pacesetter roadmap ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Lead with an innovation mindset 53%of have made significant progress creating an AI inn

38、ovation center,versus 38%of others Take a platform approach 66%employ a platform approach,versus 46%of others Focus on talent 50%strongly agree they have the right talent mix,versus 29%of others Prioritize AI governance 63%have addressed evolving data governance and data security needs and created A

39、I-specific policies,versus 42%of others Embrace agentic AI 36%are currently using agentic AI,versus 19%of others 2025 ServiceNow,Inc.All Rights Reserved.12 Pacesetters lead with an innovation mindset ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Strategy and outcomes progress Significan

40、t progress made or strongly agree Pacesetters use AI to explore possibilities that humans couldnt achieve without AI,and outcomes that AI couldnt achieve without humans.Unlike digitization,which mostly solves yesterdays problems,this AI-first mindset reimagines capabilities,outcomes,business models,

41、products,services,and experiences.AI-first organizations see everything differently,from the problems they identify to the outcomes they seek.For our Pacesetter cohort,AI is also a decision-making flywheel.Nearly 60%of them use AI to generate leadership insights,compared to just 23%of others.Becomin

42、g an AI-first business means redesigning workflows so that intelligence flows seamlessly and enhances every operation.It means piloting next-generation AI solutions and exploring new possibilities to create value.It means envisioning future opportunities to augment human intelligence within the ente

43、rprise,and adopting an intelligent,connected platform that connects data,people,and processes.By embracing an AI-first mindset,Pacesetters break free from linear progress and achieve new levels of performance,output,and effectiveness.Takeaways Develop an AI vision and prepare for the future Take a s

44、trategic approach to AI implementation that emphasizes a strong vision anchored in clear metrics.Partner with AI stakeholders to build an innovation center Innovation centers enable Pacesetters to quickly and securely experiment with new technologies.This is a key part of organizational agility.Empl

45、oy AI applications that span multiple business areas Compared to others,Pacesetters are more likely to prioritize AI investments that supercharge more than one function,driving revenue while cutting costs.83%64%Gross margin has increased because of AI Strongly agree they are operating with a clear,s

46、hared AI vision 56%30%Significant progress establishing an AI innovation center 53%38%Strongly agree they have a defined set of metrics 49%25%Pacesetters Others 2025 ServiceNow,Inc.All Rights Reserved.13 While AI can automate workflows and generate content,it is not capable of empathy or creativity.

47、Humanizing AI transformation is crucial.As you fine-tune your AI strategies and spearhead cultural adoption,consider three things.Prioritize augmentation over automation.Do not think of AI as a replacement for human connection.Rather,think about it as a human collaborator.Leverage AI as a tool that

48、can help humans build things that spark emotion,inspire trust,and foster relationships.Use AI as a catalyst for human potential.AI can take human creativity,efficiency,and decision-making to the next level.Leaders who see AI as a force multiplier for creativity will drive more value than those who a

49、im to replace employees with machines.Invest in your employees through reskilling and upskilling so they can work alongside AI rather than be displaced by it.Take an AI-first mindset.Move away from a legacy mindset of merely iterating on yesterdays technologies to an AI-first one,which allows for tr

50、ue business transformation powered by innovative AI.Such a mindset allows leaders to dig deeply into the structure of their organizations and see,sometimes for the first time,the root causes of the obstacles they face and how to solve them.To get the most out of AI,it helps to have a single system t

51、hat manages cross-functional workflows and optimizes for a world that is not constrained by human boundaries.ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Brian Solis Brian Solis Head of Global Innovation,Office of Innovation,ServiceNow MY TAKE Humanize AI 2025 ServiceNow,Inc.All Rights

52、 Reserved.14 Pacesetters prefer platforms ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Progress leveraging AI to improve work processes A platform approach that leverages a single codebase makes it easy to manage the entire enterprise.Sixty-six percent of Pacesetters employ a platform

53、approach with built-in AI capabilities across the enterprise,compared to 46%of others.This approach makes it easier for Pacesetters to employ new AI tools such as agentic AI at scale,because they dont have to reinvent the wheel every time a new technology or application hits the market.Pacesetters r

54、ecognize the power of knocking down silos to allow data to flow between business functions,enabling every team to draw on a central repository of information.They harness AI-powered digital workflows to connect people,data,and processes across the enterprise.As a result,56%of Pacesetters have made s

55、ignificant progress connecting data and operational silos,compared to 41%of others.By taking this approach,Pacesetters can translate AI insights into concrete business outcomes.Takeaways Bust silos AI cant transform your organization if its confined in discrete functions.Start busting those silos by

56、 looking for opportunities to connect teams and processes across the organization.Dream bigger With the advent of AI,many organizations are focused on identifying individual tasks that can be automated.While automating routine tasks is important,Pacesetters are more focused on building a holistic st

57、rategy for AI implementation.This approach might take longer to implement but can lead to greater gains down the road.Partner with AI A quarter of Pacesetters have focused on human/machine collaboration,leading to sharp efficiency gains.AI is used to investigate workflows to identify bottlenecks and

58、 optimize processes.”Consumer Goods Manufacturer CHRO,Netherlands We have integrated workflows between my direct team and other business functions and streamlined with AI Pacesetters Others 37%29%We have invented new workflows across business functions where human and AI collaboration make work more

59、 efficient 25%11%2025 ServiceNow,Inc.All Rights Reserved.15 A unified AI platform with one common data model means a unified management platform and interface.With that kind of end-to-end platform,it is amazing the amount of workflows you are able to createbe it technology,creator,finance and supply

60、 chain,employee,or customer.It makes it possible to build more and more capabilities,fast.When AI is pervasive across the platform,it can get delivered to all the different workflows and applications without having to individually build it in.Amit Zavery,President,Chief Product Officer,and Chief Ope

61、rating Officer,ServiceNow 2025 ServiceNow,Inc.All Rights Reserved.16 While making data-driven decisions is a common goal,dont make the mistake of reserving data and analytics for high-level,quarterly boardroom strategy and planning alone.Empowering frontline employees to incorporate data into routin

62、e tasks can significantly impact your entire organization.Want to take a step further?Feed data to Agentic AI to augment decision-making in the organization.The ultimate aim of analytics is to transform insights into action.One of the best ways to achieve this goal is by automating workflows whereve

63、r possible.AI+Data+Workflow automation allows teams to operate more efficiently by reducing manual tasks and decision-making,enabling greater productivity without added effort.Centralizing proprietary data is a smart first step to running AI effectively across the organization,but value multiplies w

64、hen the organization integrates extra data sources.Combining multiple data streams leads to deeper insights about customers,employees,and products,helping to drive better business decisions.ENTERPRISE AI MATURITY INDEX 2025 PACESET TERS LEAD TH E WAY Vijay Kotu Vijay Kotu Chief Analytics Officer,Ser

65、viceNow MY TAKE Integrate your data 2025 ServiceNow,Inc.All Rights Reserved.17 Pacesetters focus on talent ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Pacesetters take a multipronged approach to help employees use AI effectively To prepare for the future,Pacesetters ensure they have t

66、he right talent in place.In addition to hiring,theyre also training and upskilling existing employees.Half of all Pacesetters(50%)say they have the right mix of talent to execute on their AI strategy,compared to 29%of others.Fostering a culture of collaboration and autonomy empowers employees.About

67、70%of Pacesetters say they work to promote cross-functional alignment across the enterprise,while 71%say they empower teams to make their own decisions about how AI can improve their work,versus 55%of others.With technology changing by the minute,every organization is grappling with a talent shortag

68、e and scrambling to find the talent they need to execute their AI strategy.However,Pacesetters are doing better than others.Takeaways Future-proof your workforce Change is a strategic processnot necessarily something that happens to organizations,but something that organizations do.Change agents man

69、age major organizational shifts and ensure culture,vision,and goals are all aligned.Forty-five percent of Pacesetters are hiring change agents,compared to 36%of others.Train current employees All organizations can learn from how Pacesetters train,upskill,and reskill current employees.Pacesetters are

70、 especially keen on training AI configurators,data scientists,experience developers,and machine learning engineers.Foster an AI-forward culture Training alone isnt enough.Pacesetters find creative ways to help employees use AI effectively.For example,64%of Pacesetters employ AI champions and 71%host

71、 AI learning events to get employees excited and up to speed.AI is used for assessing employee skill sets and recommending professional development opportunities.”Insurance Director,UK 80%54%Training and support to upskill 71%50%Host AI learning events 64%54%Identify AI champions Pacesetters Others

72、2025 ServiceNow,Inc.All Rights Reserved.18 Pacesetters prioritize AI governance ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Strategies Pacesetters use to move the needle on governance(Significant progress)To succeed,organizations need to put guardrails around experimentation.An effect

73、ive governance strategy mitigates risk while enabling employees to try out new,AI-enabled approaches to work challenges.Compared to other respondents,Pacesetters take a more proactive stance on governance.A majority have already assessed AI applications for risk and worked to understand data privacy

74、 requirements,compared to under half of others.Among Pacesetters,63%have made significant progress addressing data governance and security issues with AI-specific policies,compared to just 42%of others.Half have implemented policies for data governance,privacy,lawfulness,and compliance.Takeaways Add

75、ress governance proactively Ensure you have proper governance controls in place before deploying new AI tools.Once they are in production,build in a reactive governance approach for tracking,monitoring,and responding to AI risks.Understand data requirements for AI applications Organizations are onbo

76、arding more AI applications each year.When doing so,its essential that teams understand where the data is going and what must be done to secure it.Create AI-specific governance policies Pacesetters know that drawing up policies that address AI governance head-on is crucial for maintaining data priva

77、cy and security.AI is used to detect and analyze cybersecurity threats in financial networks.Banking CIO,Germany Pacesetters Others Assessing potential AI applications and understanding data requirements 72%48%Addressing evolving data governance and security and creating AI-specific policies 63%42%D

78、esignating a team that drafts AI policies,mitigates AI risks,and prioritizes fair,transparent,and responsible AI use 57%41%Formalizing data governance and data privacy,lawfulness,and compliance 53%42%2025 ServiceNow,Inc.All Rights Reserved.19 Pacesetters embrace agentic AI ENTERPRISE AI MATURITY IND

79、EX 2025 PACESETTERS LEAD THE WAY Percent that have achieved significant measurable target outcomes Pacesetters are better prepared to embrace novel technologies such as agentic AI.Compared to others,they are already seeing greater ROI from their agentic AI investments.Early adopters are achieving ta

80、rget returns at a higher rate than others.Organizations that harness agentic AI may see benefits such as better customer service and experiences,increased efficiency,and greater revenue.Leveraging a single platform can enable organizations to manage data,oversee their AI strategy,and identify quick

81、wins.This might allow them to deploy agentic AI faster than competitors.An integrated AI management system can quickly onboard agentic AI tools.Sharing access and workflows empowers various teamseveryone from data scientists to business leadersto align AI deployments with business objectives.Takeawa

82、ys Get smart on agentic AI Being well informed on new technologies is the first step.Pacesetters are more than twice as likely as others to be very familiar with agentic AI.Identify quick wins Look for low-hanging fruit to start capturing value from AI.Pacesetters are more likely to be using agentic

83、 AI to monitor and address cybersecurity threats,build bespoke products and services,and act on customer inquiries than their peers.Orchestration of AI agents is key Using orchestrator agents to manage AI agents can make it easier to oversee their work and to enable seamless collaboration across dep

84、artments.Pacesetters are seizing this opportunity,as monitoring and interacting with internal systems is their No.1 agentic AI use case.56%27%Improved experiences 55%24%Increased efficiency/productivity 55%22%Improved gross margin Pacesetters Others 2025 ServiceNow,Inc.All Rights Reserved.20 Special

85、ized AI agents are purpose-built,intelligent systems designed to autonomously handle specific tasks within a function.However,in these isolated silos,they lack broader,holistic context,including how their tasks interconnect with organizational processes.As a result,their work can become fragmented.M

86、oreover,when a single AI agent makes an error,it can have cascading effects that potentially disrupt operational workflows.Effective orchestration of AI agents is key to scaling operations across complex environments.Unlike individual agents,orchestrator agents possess contextual intelligence,allowi

87、ng them to understand broader systems and interdependencies.This interconnected efficiency simplifies complex workflows and helps drive scale by automating tasks across functionswhether in IT,HR,customer service,supply chain,finance,or elsewhere.This also enables orchestrator agents to identify and

88、isolate potential disruptions early on,strategically mitigating risk and preventing systemwide failures.Agent orchestration introduces a new paradigm in how humans and machines collaborate.Instead of the traditional human-in-the-loop”approach,where humans are deeply involved in every step,we shift t

89、o a human-on-the-loop”model.Here,AI agents take the lead in executing tasks and making decisions autonomously.The humans role evolves to one of oversight and intervention,and only when necessary.The autonomous capabilities of agentic AI,while a major draw,only increase the need for robust guardrails

90、.The reality is that employees will still need to play a proactive role in reviewing and validating outputs,as well as scrutinizing the underlying processes and data sources that inform these outputs.ENTERPRISE AI MATURITY INDEX 2025 PACESETTERS LEAD THE WAY Dorit Zilbershot Dorit Zilbershot Group V

91、ice President,AI Experiences and Innovation,ServiceNow MY TAKE Agents need guardrails 2025 ServiceNow,Inc.All Rights Reserved.21 ENTERPRISE AI MATURITY INDEX 2025 Section 3 Industry and regional snapshots 2025 ServiceNow,Inc.All Rights Reserved.22 Industry snapshot ENTERPRISE AI MATURITY INDEX 2025

92、INDUSTRY AND REGIONAL SNAPSHOTS Tech sets the pace While there are moderate differences in AI maturity across industries,some industries have a noticeably higher percentage of Pacesetters.Technology organizations dominate,with 32%of respondents emerging as Pacesetters.Thats 11%more than heavy manufa

93、cturing(21%),the industry with the second highest count.Takeaways Data security is a top concern across all industries Data security concerns rank as the No.1 barrier to realizing AI value in all industries.Heavy manufacturing,technology,and retail are most focused on data security.Unsurprisingly,re

94、gulated industries such as banking,insurance,and the life sciences are highly focused on regulatory and compliance issues associated with adopting AI.Agentic AI use cases vary Agentic AI adoption varies across industries.For example,healthcare providers are less likely to have adopted it compared to

95、 tech organizations.Tech enterprises are the most likely to have pilot or fully functioning agentic AI use cases for monitoring and addressing cybersecurity alerts.Governments lead in assessing non-cybersecurity-related business risk.Compared to average organizations in our study,tech organizations

96、and banks are more likely to be piloting or deploying agentic AI for customer inquiries.Personalized AI marketing initiatives significantly raised consumer engagement.”Automotive Manufacturing CFO,Australia 32%21%Manufacturing(heavy)Banking Automotive Healthcare provider Government Telecom Consumer

97、goods Retail Insurance 20%17%16%15%15%15%15%14%Technology Life sciences 14%Percent of Pacesetters by industry 2025 ServiceNow,Inc.All Rights Reserved.23 Regional snapshot ENTERPRISE AI MATURITY INDEX 2025 INDUSTRY AND REGIONAL SNAPSHOTS India leads the pack While Pacesetters can be found all over th

98、e world,some countries are further along in their AI journeys than others.India has the highest population of Pacesetters,followed by the U.S.and Australia.Spain,Italy,and France sit at the bottom.Percent of Pacesetters by region Takeaways Governance gaps emerge across regions Data security as a bar

99、rier to achieving AI value is felt most keenly in the UK,followed by the UAE and Italy.Some countries are making strides toward robust governance.Australian and Indian respondents are most likely to strongly agree that they have addressed data governance and security issues and created AI-specific p

100、olicies.Hong Kong,Japan,and Spain report less progress.Talent and skills are not equally distributed Organizations in India,the United Arab Emirates,and the UK are most likely to strongly agree that they have the right mix of talent and skills to execute their AI strategy.Those in France,Italy,and S

101、pain feel less prepared.Some are betting bigger on AI A larger majority of organizations in India,the U.S.,and the United Arab Emirates report they expect to increase AI investments in the next fiscal year.AI automates task delegation to employees based on workload.”Insurance CFO,Spain Italy France

102、Singapore Spain KSA Germany Canada Japan Sweden The Netherlands Australia UK India U.S.UAE 10%8%12%10%15%14%17%16%17%17%21%18%31%22%14%2025 ServiceNow,Inc.All Rights Reserved.24 ENTERPRISE AI MATURITY INDEX 2025 Section 4 Conclusion 2025 ServiceNow,Inc.All Rights Reserved.25 Humans are the future Be

103、coming an AI-powered organization isnt just about deploying the right tech,the right governance framework,and the right success metrics.You also need to foster an employee culture anchored in values such as trust,collaboration,experimentation,and autonomy.Here again,Pacesetters are ahead of the pack

104、.In their approach to change management,they understand that trust,autonomy,and agility are paramount to the future of work and business.Even as they double down on machines,these organizations are keeping humans at the heart of everything they do.AI-powered organizations will meet the challenges of

105、 the future by thinking strategically,experimenting boldly,and never losing sight of the human qualities that define us alleven,and especially,in the age of AI.ENTERPRISE AI MATURITY INDEX 2025 CONCLUSION 2025 ServiceNow,Inc.All Rights Reserved.26 ENTERPRISE AI MATURITY INDEX 2025 Section 5 Appendix

106、 2025 ServiceNow,Inc.All Rights Reserved.27 Survey demographics ENTERPRISE AI MATURITY INDEX 2025 APPENDIX United States 522 Canada 220 Australia 560 India 511 Japan 305 Germany 274UK 274 France 268 Netherlands 257 Sweden 255 Singapore 225 Hong Kong 180 Spain 174 Italy 155 UAE 148 Saudi Arabia 145 4

107、,473 respondents 16 countries 11 industries Industry Role C-suite 48%SVP/VP/Sr.Dir./Dir.52%Healthcare provider 502 Life sciences 278 Technology 485 Telecommunications 276 Banking 477 Insurance 275 Heavy manufacturing 477 Automotive 476 Consumer goods 475 Government 476 Retail 276 2025 ServiceNow,Inc

108、.All Rights Reserved.28 Research methodology ENTERPRISE AI MATURITY INDEX 2025 APPENDIX This report represents year two of the Enterprise AI Maturity franchise.In partnership with Oxford Economics,we surveyed directors,senior directors,and the C-suite of 4,473 organizations in 16 countries around th

109、e globe.The Enterprise AI Maturity Index is based on responses to our global survey,which we analyzed using statistical and econometric modeling techniques.The Index serves as a tool for organizations to better understand their performance in relation to others in their market or industry.Given thes

110、e objectives,ServiceNow and Oxford Economics defined five dimensions of AI maturity:strategy and leadership,workflow integration,talent and workforce,AI governance,and realizing value in AI investment.Specific questions in the survey were written to understand organizations maturity based on each of

111、 these dimensions.We then calculated scores for the five dimensions using principal component analysis(PCA).PCA is a statistical method to simplify complex data from a large number of survey responses by transforming it into a smaller set of uncorrelated variables called principal components.PCA is

112、widely used for dimensionality reduction in data analysis and machine learning and therefore lends itself well to index creation.Using PCA to create an index has two main benefits:Simplification:PCA helps condense large amounts of information from different questions into a smaller number of key com

113、ponents.This helps generate an index without losing important details.Objective representation:PCA ensures that the index reflects the most important patterns in the data,without being influenced by any specific set of factors.This means the index gives a fair and accurate picture of responses,makin

114、g it more reliable for decision-making.The PCA scores are standardized on a scale ranging from zero to 100with zero representing no enterprise AI maturity and 100 representing full enterprise AI maturityto enable comparisons.The standardized scores for the five dimensions are then combined and equal

115、ly weighted to generate a single Enterprise AI Maturity Index rating.The choice of equal weights reflects the researchers view that all five dimensions are equally important in defining the AI maturity of an organization.2025 ServiceNow,Inc.All Rights Reserved.29 ENTERPRISE AI MATURITY INDEX 2025 AP

116、PENDIX Authors and contributors Authors Vijay Kotu Chief Analytics Officer LinkedIn Get in touch Vijay Kotu is the chief analytics officer of ServiceNow.He helps drive the growth of the company using data,analytics,and AI.He is the co-author of the book Data Science:Concepts and Practice.Richard McG

117、ill Murphy Head of Global Thought Leadership Research LinkedIn Get in touch Richard McGill Murphy is the head of global thought leadership research at ServiceNow.He leads a research and publishing program that studies how emerging technologies are shaping the future of work.Brian Solis Head of Globa

118、l Innovation LinkedIn Get in touch Brian Solis is head of global innovation at ServiceNow.He is a sought-after keynote speaker and an award-winning author of eight bestselling books,including Mindshift,X:The Experience When Business Meets Design,Whats the Future of Business,and The End of Business a

119、s Usual.Dorit Zilbershot VP of Platform and Innovation LinkedIn Get in touch Dorit Zilbershot is VP of platform and innovation at ServiceNow,with a special focus on AI.Throughout her career,she has focused on innovating and improving product offerings while also mentoring young professionals in the

120、field.She played a strategic role in integrating GenAI into ServiceNows products,supporting ServiceNows mission to put AI to work.Research contributors Ren Stranghoner Director,Thought Leadership Research Strategy Sarah Struble Senior Manager,Thought Leadership Research Strategy Richard Cohen Senior

121、 Manager,Thought Leadership Research Strategy Acknowledgements This report was produced by Research Writer Evan Ramzipoor and Research Editor Stuart Luman.A special thanks to Jessica Buckley,Head of brand content,and Sheila Dowd,Director of thought leadership editorial.The authors would like to than

122、k the ServiceNow Office of Innovation for its valuable insights on AI innovation and transformation.Thank you to all the ServiceNow colleagues who helped bring this research to life,especially Ryan Breen,Kenny Chan,Angela Chen,Inu Chu,Sheryl Domingue,Zoe Gaylard,and Mary Mangione.ServiceNow(NYSE:NOW

123、)is putting AI to work for people.We move with the pace of innovation to help customers transform organizations across every industry while upholding a trustworthy,human-centered approach to deploying our products and services at scale.Our AI platform for business transformation connects people,proc

124、esses,data,and devices to increase productivity and maximize business outcomes.For more information,visit .2025 ServiceNow,Inc.All rights reserved.ServiceNow,the ServiceNow logo,Now,and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow,Inc.in the United States and/or other countries.Other organization names,product names,and logos may be trademarks of the respective organizations with which they are associated.