AI is a clear investment priority.
Reported changes among 199 service and support leaders. This does not establish global audited budget growth.
Gartner · 26 August 2026 199 service and support leaders · April–May 2026 · reported budget growth
02 / THE EVIDENCE
A strong buying priority.
A demanding proof of value.
Two separate Gartner surveys frame the customer conversation: investment is increasing, while achieving the expected return remains challenging.
4%
Reported achieving the ROI they expected.
A separate sample of 275 leaders. This does not mean only 4% achieved any positive return.
Gartner · 4 November 2026 275 service and support leaders · July–August 2026 · expected ROI achieved
MAKE THE EVIDENCE PRACTICAL
Agree the proof before the pilot.
Baseline
Understand the current process, outcome and cost.
Define
Agree success, quality gates and the comparison cohort.
Observe
Capture AI usage, actions, exceptions and human support.
Verify
Reconcile results with the system of record and recontacts.
Decide
Evaluate customer value and the case for production.