A new 2025 Key Issues Study from The Hackett Group reveals a seismic shift in enterprise adoption of Gen AI, with 89% of companies advancing AI initiatives – up from just 16% the previous year. As customer experience, market expansion and product innovation emerge as top priorities, Gen AI is playing a crucial role in delivering these business objectives.
The study shows that 50% of organizations plan to leverage Gen AI to improve customer experience, underscoring its growing importance in business transformation. Companies already implementing Gen AI report significant improvements, with some seeing gains of 40% or more in deliverable quality, productivity and customer satisfaction.
While enthusiasm for Gen AI is high, the study highlights ongoing challenges. Data quality, process complexity and workforce readiness remain significant hurdles. About 34% of companies deploy Gen AI through their CIO, while others adopt decentralized models embedding AI teams directly within business functions.
Despite strong executive backing, CIOs face pressure to streamline deployment models, manage budgets effectively and upskill talent to ensure the AI delivers long-term value. As AI adoption accelerates, organizations must move from project-based experimentation to full-scale implementation to stay competitive.
The Hackett Group’s study underscores that businesses that delay adopting AI-driven solutions will be outpaced by those that act faster, positioning them for long-term success in an increasingly AI-driven market.
