To effectively scale agentic AI programs, organizations must connect them to clear KPIs and a robust ROI model. The era of investing in AI solely for its innovative potential is waning, with Forrester predicting a 25% deferral in planned AI expenditures due to ROI concerns by 2027. By 2026, AI initiatives should focus on measurable impacts in areas such as operational efficiency (cycle time, error rates), customer experience (CSAT/NPS scores), financial metrics (cost-to-service), and risk compliance (policy violations). Begin with well-defined AI use cases and set specific KPIs to track operational gains and customer experience before implementation. Key leadership metrics—including payback period and percentage of AI spend linked to validated benefits—are essential. Success in AI will belong to leaders who can clearly articulate not only the actions of their AI but also the problems it addresses and the value it generates.
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