AI Maturity: The Growing Divide

For decades, the Professional Services industry has thrived on a simple formula: human expertise multiplied by time. We have weathered the shifts of cloud delivery and remote work, but Artificial Intelligence represents a different kind of challenge.

With the increasing adoption of AI comes new expectations for the business impact it provides. We have moved past the AI hype and into a phase of strategic recalibration. Leaders are no longer looking for "quick wins" but are instead shifting their focus toward long-term strategic value. This evolution is a central theme in the recently released SPI Study: The Impact of AI on Professional Services, which examines how the industry is navigating this transition.

The Growing Divide

There is a growing divide between high-performing firms and the rest of the market. High performers are not necessarily those with the flashiest client-facing bots; they are the organizations that have done the "unsexy" work of cleaning their data, structuring workflows, and ensuring their people—not just their IT departments—are truly AI-proficient.

These firms are beginning to see business impact through better margins, utilization, and on-time delivery. They have realized that AI cannot fix a weak foundation; it only accelerates what is already there.

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The Window is Closing

This is a wake-up call for any leader who thinks they can "wait and see" while their data remains siloed and their teams lack proficiency. As the SPI Study highlights, 45% of firms already expect AI to be part of services delivery—meaning the window for catching up is closing fast.

To bridge this gap, we must prioritize the use cases that work—proposal development, project management, and risk analysis—rather than chasing innovation for its own sake.

Moving to Institutionalization

At Certinia, we eliminate the "Franken-stack" tax by connecting the entire services value chain natively on Salesforce, turning operational data into a competitive advantage. By orchestrating people and work through agentic resourcing, unifying PSA with Customer Success to optimize real-time project health, and bridging the gap between sales and long-term success, we help firms move from experimentation to true institutionalization.

While the road to maturity requires discipline, the outlook is grounded and positive: those who invest in their data and their people today will be the ones who define the future of professional services.

To dive deeper into the subject, access the complete SPI Study: The Impact of AI on Professional Services here.