What's Happening?
A recent report by Thomson Reuters highlights that only 18% of professional service organizations track the return on investment (ROI) for their artificial intelligence (AI) tools. The 2026 AI in Professional
Services report reveals that 42% of these organizations do not measure ROI, while another 40% are unsure if they do. The report indicates that when ROI is measured, it is primarily focused on internal metrics such as cost savings, employee usage, and satisfaction. External metrics like new business acquisition and client satisfaction are less frequently tracked. The use of generative AI has increased significantly, with 40% of professional service firms now utilizing it, up from 22% the previous year. Despite this growth, the measurement frameworks for AI's impact on business performance are still developing.
Why It's Important?
The limited tracking of AI ROI in professional service firms underscores a gap in understanding the full impact of AI on business performance. This focus on internal metrics may hinder organizations from realizing the potential external benefits of AI, such as increased client satisfaction and revenue growth. As AI becomes more integrated into business processes, firms that can effectively measure and demonstrate its value may gain a competitive advantage. The report suggests that as AI technology matures, organizations will need to develop more comprehensive measurement frameworks to capture its broader impact. This shift could influence how firms allocate resources and prioritize AI investments, ultimately affecting their market positioning and client relationships.
What's Next?
As AI continues to be adopted across professional service firms, there is an expectation that measurement frameworks will evolve to better capture its impact on external business outcomes. Organizations may need to invest in developing these frameworks to fully leverage AI's potential. Additionally, firms will likely face increasing pressure from clients to demonstrate the value of AI in delivering better outcomes, not just cost savings. This could lead to a greater emphasis on transparency and accountability in AI usage, as well as a push for more standardized practices across the industry. As firms navigate these changes, those that can effectively integrate AI into their core workflows and demonstrate its value may emerge as leaders in the field.
