Certinia 2026 Global Service Dynamics Report - spreadsheets and data sprawl hold back AI gains
In the professional service industry — reflecting a pattern we see across most other industries — the prevalence of spreadsheet workarounds and untrusted data sources is holding back firms from achieving meaningful impact when adopting AI. That's the standout finding from this year's Global Service Dynamics Report from Professional Services Automation (PSA) vendor Certinia. The survey also points to looming changes in how firms operate and earn revenue that will make it even more challenging to make progress while these data consistency issues remain unresolved.
The survey interviewed 1,000 managers and executives in a range of professional services organizations across five markets, 30% each in US and UK, 15% each in Canada and Australia/New Zealand, and 10% in Singapore, typically employing Professional Services (PS) teams of 250 or more. Most are IT firms — 25% are software companies, 25% in other IT and IT services, and 10% systems integration. A...
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