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TECHx
2 days ago
- Business
- TECHx
ServiceNow Reveals Drop in AI Maturity Across EMEA
Home » Tech Value Chain » Global Brands » ServiceNow Reveals Drop in AI Maturity Across EMEA ServiceNow, the AI platform for business transformation, has released its latest Enterprise AI Maturity Index in partnership with Oxford Economics. The report revealed a surprising trend across Europe and the Middle East. Despite growing AI investment, the region's average AI maturity score dropped by 10 points year over year. Enterprises are struggling to keep up with rapid innovation. Many are finding it difficult to turn AI ambitions into scalable, effective solutions. The index evaluates five components: leadership and strategy, workflows, talent, governance, and investment. Together, these factors provide a full picture of an organisation's readiness to scale AI. Now in its second year, the global report includes insights from nearly 4,500 respondents worldwide. Of those, 1,950 were from nine EMEA markets, including the UAE and Saudi Arabia. ServiceNow reported that agentic AI is driving experimentation in the region. However, the pace of innovation is outpacing organisations' ability to implement AI in a structured, governed way. As a result, the region's average AI maturity score fell from 44 to 34 out of 100. Cathy Mauzaize, President, EMEA at ServiceNow, stated that although organisations are accelerating AI projects, most are still in the early stages. She emphasised the need for proper foundations, skills, and data strategies to succeed. IDC forecasts that European spending on AI will reach $144.6 billion by 2028. The potential is significant, but execution remains key. The report outlines three trends shaping AI progress in the region: Organisations are deploying more AI use cases. Nearly 47% in Europe and the Middle East reported launching over 100 use cases in the past year. Nearly 47% in Europe and the Middle East reported launching over 100 use cases in the past year. Agentic AI adoption is growing. While only 15% currently use it, 42% plan to implement it in the next year. While only 15% currently use it, 42% plan to implement it in the next year. Governance remains a critical gap. Data security is the top barrier to AI value in the UAE. ServiceNow highlighted that governance must be embedded from the beginning. Policies, oversight, and accountability should guide the deployment of technologies like agentic AI. In the UAE, the AI maturity score is 35, the highest in the region alongside the UK. However, only 9% of organisations have reached the most advanced stage of AI maturity. ServiceNow concluded that for AI to scale effectively and safely, strategic governance and skilled talent are essential.
Channel Post MEA
2 days ago
- Business
- Channel Post MEA
AI Maturity Declines In The Middle East
ServiceNow has released its latest Enterprise AI Maturity Index in partnership with Oxford Economics. The findings reveal a surprising trend in Europe and the Middle East: although AI investment continues to grow, the average AI maturity score across the region has dropped by 10 points year over year. As enterprises struggle to keep pace with rapid innovation, many are finding it difficult to translate AI ambition into scalable, effective execution. The index examines five key components: leadership and strategy, workflows, talent, governance, and investment. Together they provide a comprehensive view of how prepared organisations are to scale AI successfully; their AI maturity level. Now in its second year, the global report draws on insights from almost 4,500 respondents globally, including 1,950 across nine markets in Europe and the Middle East including the United Arab Emirates (UAE) and Saudi Arabia. It shows that emerging technologies such as agentic AI are fuelling experimentation and delivering early returns across the region. However, the pace of change is moving faster than organisations' ability to scale AI in a structured, governed way. To this end, the region's average AI maturity score has dropped 10 points year on year, from 44 to just 34 out of 100. Cathy Mauzaize, President, EMEA at ServiceNow, says 'Organisations across Europe and the Middle East are accelerating their AI projects, but many are still in the early stages of their journey. They recognise the potential and now is the time to build on that energy. To keep moving forward, organisations are exploring how to lay the right foundations to make the data work for them, and give their people the skills to use AI with confidence. According to IDC, European spending on artificial intelligence will reach $144.6 billion in 2028[1]. The opportunity is huge, but only if we focus on getting the basics right today.' The report also outlines three major trends shaping the region's AI journey and what's needed to turn early success into lasting transformation. AI is outpacing organisations' capacity to harness it There is a clear appetite for innovation, with nearly half (47%) of organisations in Europe and the Middle East launching more than 100 AI use cases in the past year. UAE-based organisations are showing similar AI activity (49%), reflecting growing interest in large-scale experimentation. Still, most remain in the early stages of implementation, as reflected in this year's overall European AI maturity score of just 34. The majority of the region's organisations are focused on experimentation and expansion, with only 6% reaching the augmentation stage, which is the most advanced stage identified in the survey. In the UAE, the AI maturity score stands at 35 — which is the highest in Europe and the Middle East, tied with the UK — with 9% of organisations progressing to the most advanced stage. Agentic AI presents a clear opportunity Agentic AI, the AI that can act autonomously, is positioned to reshape enterprise automation. However, awareness varies widely across the region. While 15% of organisations in Europe and the Middle East are already using agentic AI and 42% plan to implement it within 12 months, familiarity is still in its early days. Only one in five organisations are very family with agentic AI, revealing a significant knowledge gap. The opportunity is clear, with over half of early adopters in Europe reporting improved gross margins (58%), greater efficiency and productivity (59%), and better experiences (60%). Governance is the missing link Rising adoption brings rising risk. AI at scale introduces serious challenges around cybersecurity, privacy, and regulatory compliance. And while the number of UAE organisations that have made significant strides in AI data governance rose slightly from 42% in 2024 to 45% in 2025, there is a need for a greater focus on managing AI risk effectively. This is particularly true given that data security is cited by UAE organisations as the top barrier to realizing AI value. To scale AI safely and effectively, governance must be foundational — not an afterthought. That means embedding policy, oversight, and accountability into platforms from the outset and approaching new technologies like agentic AI with a clear strategy in place.
Tahawul Tech
2 days ago
- Business
- Tahawul Tech
ServiceNow research shows that enterprises in the Middle East are struggling to get to grips with AI
ServiceNow, the AI platform for business transformation, has released its latest Enterprise AI Maturity Index in partnership with Oxford Economics. The findings reveal a surprising trend in Europe and the Middle East: although AI investment continues to grow, the average AI maturity score across the region has dropped by 10 points year over year. As enterprises struggle to keep pace with rapid innovation, many are finding it difficult to translate AI ambition into scalable, effective execution. The index examines five key components: leadership and strategy, workflows, talent, governance, and investment. Together they provide a comprehensive view of how prepared organisations are to scale AI successfully; their AI maturity level. Now in its second year, the global report draws on insights from almost 4,500 respondents globally, including 1,950 across nine markets in Europe and the Middle East including the United Arab Emirates (UAE) and Saudi Arabia. It shows that emerging technologies such as agentic AI are fuelling experimentation and delivering early returns across the region. However, the pace of change is moving faster than organisations' ability to scale AI in a structured, governed way. To this end, the region's average AI maturity score has dropped 10 points year on year, from 44 to just 34 out of 100. Cathy Mauzaize, President, EMEA at ServiceNow, said, 'Organisations across Europe and the Middle East are accelerating their AI projects, but many are still in the early stages of their journey. They recognise the potential and now is the time to build on that energy. To keep moving forward, organisations are exploring how to lay the right foundations to make the data work for them, and give their people the skills to use AI with confidence. According to IDC, European spending on artificial intelligence will reach $144.6 billion in 2028[1]. The opportunity is huge, but only if we focus on getting the basics right today.' The report also outlines three major trends shaping the region's AI journey and what's needed to turn early success into lasting transformation. AI is outpacing organisations' capacity to harness it There is a clear appetite for innovation, with nearly half (47%) of organisations in Europe and the Middle East launching more than 100 AI use cases in the past year. UAE-based organisations are showing similar AI activity (49%), reflecting growing interest in large-scale experimentation. Still, most remain in the early stages of implementation, as reflected in this year's overall European AI maturity score of just 34. The majority of the region's organisations are focused on experimentation and expansion, with only 6% reaching the augmentation stage, which is the most advanced stage identified in the survey. In the UAE, the AI maturity score stands at 35 — which is the highest in Europe and the Middle East, tied with the UK — with 9% of organisations progressing to the most advanced stage. Agentic AI presents a clear opportunity Agentic AI, the AI that can act autonomously, is positioned to reshape enterprise automation. However, awareness varies widely across the region. While 15% of organisations in Europe and the Middle East are already using agentic AI and 42% plan to implement it within 12 months, familiarity is still in its early days. Only one in five organisations are very family with agentic AI, revealing a significant knowledge gap. The opportunity is clear, with over half of early adopters in Europe reporting improved gross margins (58%), greater efficiency and productivity (59%), and better experiences (60%). Governance is the missing link Rising adoption brings rising risk. AI at scale introduces serious challenges around cybersecurity, privacy, and regulatory compliance. And while the number of UAE organisations that have made significant strides in AI data governance rose slightly from 42% in 2024 to 45% in 2025, there is a need for a greater focus on managing AI risk effectively. This is particularly true given that data security is cited by UAE organisations as the top barrier to realizing AI value. To scale AI safely and effectively, governance must be foundational — not an afterthought. That means embedding policy, oversight, and accountability into platforms from the outset and approaching new technologies like agentic AI with a clear strategy in place.
Channel Post MEA
25-04-2025
- Business
- Channel Post MEA
ServiceNow And Devoteam To Accelerate CRM Modernization For Europe And Middle East Businesses
ServiceNow and Devoteam, an AI-driven technology consulting firm, have announced a multi-year strategic partnership to accelerate CRM modernization for businesses across Europe and Middle East. The partnership brings together ServiceNow's AI-fueled Customer Service Management (CSM), Sales & Order Management (SOM), and Field Service Management (FSM) capabilities with Devoteam's AI-first digital transformation services to transform experiences across the entire customer, agent and seller lifecycle. The CRM space continues to experience rapid growth, with IDC estimating it will reach $39.24 billion in Europe, Middle East and Africa by 20271. This partnership will enable mutual customers to drive innovation, improve efficiency, and explore new growth opportunities by leveraging advanced CRM technology and expertise provided by the ServiceNow Platform. Together, Devoteam and ServiceNow will deliver end-to-end solutions that can meet clients where they are in their business transformation to automate insights and optimize each step in the customer journey within their CRM framework, powered by strong CSM, FSM and Sales and Order Management capabilities. 'Customer expectations that businesses need to deliver on are only getting higher and higher,' said Sebastien Chevrel, Group Managing Director at Devoteam. 'We're proud to be partnering with ServiceNow to help enterprises meet the needs of their customers with every interaction strengthening their overall CRM strategy through best-in-class CSM and FSM. Working together, we're accelerating the path to value for our customers in this fast-paced environment of AI innovation.' 'As a valued partner, Devoteam has long been at the forefront of supporting our customers in realizing the potential of the ServiceNow Platform,' said Cathy Mauzaize, president, EMEA at ServiceNow. 'This alliance positions us to rapidly scale CRM innovation across Europe and the Middle East—driving measurable business outcomes through the unmatched combination of ServiceNow's AI-powered platform and Devoteam's trusted expertise. Working together we're positioned to help our customers realize a faster time to value and new levels of productivity, while delivering standout customer experiences within their CRM initiatives.' Devoteam has a long-standing partnership with ServiceNow and most recently was awarded Elite Consulting & Implementation Partner of the Year as well as Customer Workflow Partner of the Year. With deep expertise in the ServiceNow Platform, particularly in driving a strong CRM strategy through its CSM and FSM modules, Devoteam's sustained commitment to delivering exceptional value and driving successful outcomes for mutual customers, such as St. Maclou, Husqvarna and Konica Minolta, positions them as a natural partner to support ServiceNow's growth in the CRM space. 0 0
TECHx
24-04-2025
- Business
- TECHx
ServiceNow, Devoteam Partner to Drive CRM Modernization in EMEA
ServiceNow and Devoteam have announced a new multi-year strategic partnership to accelerate CRM modernization across Europe and the Middle East. The collaboration brings together ServiceNow's AI-powered Customer Service Management (CSM), Sales and Order Management (SOM), and Field Service Management (FSM) solutions with Devoteam's AI-driven digital transformation expertise. By combining advanced platforms and consulting capabilities, the two companies aim to transform CRM experiences for both customers and employees. The CRM market continues to grow rapidly. IDC estimates that the CRM space in Europe, the Middle East, and Africa will reach $39.24 billion by 2027. This partnership is designed to help organizations take advantage of that growth with faster innovation and increased efficiency. ServiceNow and Devoteam plan to deliver end-to-end CRM modernization solutions that meet businesses wherever they are in their digital journey. These offerings will automate workflows, improve service quality, and create more connected customer experiences. Sebastien Chevrel, Group Managing Director at Devoteam, said the goal is to help enterprises meet rising customer expectations. 'Every interaction should strengthen the CRM strategy,' he noted. 'This partnership helps speed up that process with proven tools and services.' Cathy Mauzaize, EMEA President at ServiceNow, added, 'Devoteam has been a trusted partner in helping customers realize the value of the ServiceNow Platform. Together, we can scale CRM innovation and improve business outcomes.' Devoteam recently received ServiceNow's Elite Consulting & Implementation Partner of the Year and Customer Workflow Partner of the Year awards. The company has helped brands like St. Maclou, Husqvarna, and Konica Minolta achieve successful CRM transformation using ServiceNow's CSM and FSM modules. With this expanded alliance, ServiceNow and Devoteam aim to deliver measurable value and long-term CRM modernization across the EMEA region.
