Global service providers—from BPO and IT outsourcing firms to professional services and consultancies—are rapidly adopting AI in hopes of delivering faster, more efficient, and more innovative offerings to their clients. Yet many still struggle to move beyond isolated pilots and “quick wins” to fully scaled transformation that generates long-term value.

This research investigates how service providers are orchestrating AI initiatives enterprise-wide—examining data readiness, talent strategy, new engagement models, and measurable business outcomes. Through senior executive interviews (CEOs, Managing Directors, Chief Transformation Officers, Operations Leaders, etc.), we seek to uncover the drivers, enablers, and best practices for AI adoption at scale, ultimately showing how leading firms are reshaping their services—and their client relationships—through technology-led innovation.