Surveys
Please specify your role in the organisation
Middle management (line management)
42.6 %
Executive management (C-level )
33.1 %
IT staff (all other non-management IT positions)
14 %
Consultant
10.3 %
Sample: 136
How many people does your company employ?
Fewer than 50
28.1 %
1 000 - 4 999
19.3 %
10 000 or more
14.8 %
200 - 499
11.9 %
50 - 99
8.1 %
100 - 199
6.7 %
5 000 - 9 999
5.9 %
500 - 990
5.2 %
Sample: 135
How many people report to you?
Fewer than 10
51.5 %
10 - 49
31.6 %
None
12.5 %
50 - 99
1.5 %
100 - 199
1.5 %
200 - 499
0.7 %
500 - 999
0.7 %
1000 or more
0 %
Sample: 136
In which industry does your company operate?
Information Technology
43.7 %
Finance / Banking / Insurance / Accounting
15.6 %
Business services / Consulting (non ICT related)
5.2 %
Retail / Wholesale
5.2 %
Construction / Architecture / Engineering
4.4 %
Government
4.4 %
Telecommunications / Cellular providers
4.4 %
Mining / Petrochemical
3.7 %
Media / TV / Print / Online
3 %
Advertising / Marketing / Public Relations
2.2 %
Medical / Dental / Healthcare / Pharmaceutical
2.2 %
Transport
2.2 %
Manufacturing (non IT related)
1.5 %
Legal / Real Estate
0.7 %
Non-government / non-profit
0.7 %
Travel / Tourism
0.7 %
Agriculture
0 %
Parastatals / Utilities
0 %
Sample: 135
1. How is your organisation primarily structured?
By product/service
49.2 %
By function
25 %
By customer segments
12.5 %
My organisation is not primarily structured in any way
7.8 %
By customer journeys
3.1 %
Other
0 %
Sample: 128
2. Thinking about your organisation’s understanding of AI, which of the following statements apply?
Understand the technologies that need to be implemented to succeed with AI
53.9 %
Understand how AI can help generate business value for my organisation
53.9 %
Understand the data requirements for AI initiatives to succeed
46.1 %
Understand the skill development needed for AI initiatives in my organisation
44.5 %
Understand the amount of time it takes to implement AI-based products or services
36.7 %
Understand the costs involved in developing and implementing AI projects
35.2 %
None of the above
18.8 %
Sample: 128
3. Please indicate your personal current understanding of AI
Somewhat understand
75.8 %
Fully understand
21.9 %
Don't understand at all
2.3 %
Sample: 128
4. What best describes how your company is currently using AI in customer service? (e.g., customer-facing chatbots, AI-driven voice interactions, AI assisting human agents to resolve problems, etc.
We are currently experimenting with an AI trial or pilot in our customer service
36.7 %
We do not currently use AI in our customer service
32.8 %
We do not currently use AI in any form
32 %
AI currently plays a regular role in our customer service
10.2 %
Sample: 128
5. Which functional area of your organisation is currently deriving revenue from AI capabilities?
No functional area of my organisation is currently driving revenue from AI capabilities
46.1 %
Customer service
28.9 %
Product innovation/R&D
25 %
Sales
14.8 %
Marketing
14.1 %
Supply chain & operations
10.9 %
Finance
7.8 %
Security & risk
7 %
Other
6.3 %
Asset & capital management
5.5 %
Sample: 128
6. By the year 2025, how much of a workforce reduction would AI cause to your organisation?
Do not know
34.6 %
<10%
26.8 %
>10% & <30%
26 %
>30% & <50%
6.3 %
>50% & <70%
4.7 %
>70% & <90%
1.6 %
>90%
0 %
Sample: 127
7. How would you rate your organisation’s current experience in terms of its implementation and use of AI technologies?
Limited deployment, results unknown
27.3 %
No deployment and no plans to deploy at all
24.2 %
No deployment yet but we plan to by 2020
23.4 %
Partially deployed and they are working as expected
14.1 %
Fully deployed and they are working as expected
6.3 %
Partially deployed but they are not delivering to expectations
3.9 %
Fully deployed but they are not delivering to expectations
0.8 %
Sample: 128
8. What is / would be the driving force behind your organisation’s deployment of AI?
Competitive advantage
64.8 %
Customer demands
44 %
Specific business, operational or technical problems
39.2 %
R&D & innovation
37.6 %
Executive-led decision
19.2 %
There is no driving force behind my organisation's deployment of AI
9.6 %
Sample: 125
9. Which of the following business outcomes would you expect to derive from the investment in AI capabilities?
Customer experience - to improve the experience & engagement with customers
72 %
Operational excellence - to optimise operations including supply chain, business processes
64 %
Product innovation - to develop & bring more innovative products & services to market
52 %
Risk mitigation - to mitigate risk of cyberattacks & fraud
45.6 %
Incremental cost reduction
32.8 %
Incremental top line/revenue growth
28 %
Asset optimisation - to optimise assets including equipment, IP & human capital
24 %
Finance transformation - to transform financial auditing, regulatory compliance & reporting
19.2 %
None of the above
4 %
Sample: 125
10. How do you expect AI will affect the workforce in the next five years? (Select all applicable
Our organisation's productivity will improve
64.8 %
Existing workers will need to change their skill sets
62.4 %
Workers' current skill sets will be augmented
56.8 %
I hope that AI will do some of the current tasks in my job
31.2 %
Our organisation's workforce will be reduced
26.4 %
I do not expect AI to affect the workforce in the next five years
6.4 %
I don't know
4.8 %
I fear that AI will do all of the current tasks in my job
2.4 %
Other, please specify
0.8 %
Sample: 125
11. What do you see as the biggest areas of potential for AI to revolutionise your business?
Create efficiencies & drive down operational costs
66.4 %
Automate repetitive processes & tasks that currently require human involvement
64 %
Deliver new, strategic insights currently not available to business decision-makers
55.2 %
Automate areas of knowledge work, reducing the need for costly human resources
52 %
Change the way our customers engage with the business
45.6 %
Innovate faster & find new market opportunities before the competition
37.6 %
Don't know
2.4 %
I do not see any biggest area of potential for AI to revolutionize my business
2.4 %
Sample: 125
12. What do you see as the biggest barriers to achieving AI realisation across your organisation?
Cultural challenge (change management)
52 %
Lack of knowledge / maturity
48.8 %
Integration of AI into business decision process
41.6 %
Data integration to support AI model for better insight
37.6 %
High deployment cost / lack of ROI
33.6 %
Speed of adoption
32 %
Data privacy/ cybersecurity/ regulatory challenges
24.8 %
Lack of executive buy-in or alternative priorities
14.4 %
N/A - we are not trying to achieve AI realisation across my organisation
5.6 %
Previous AI investments / projects have failed
4 %
I don't know
2.4 %
Sample: 125
13. How challenging are each of the following organisational items in executing an AI strategy?
Change management to replace existing data and analytics practices
3.4 point
Lack of skills to implement and operate such systems
3.5 point
Introduction of new security threats
3.3 point
Fast changing regulations on AI use as new technology emerges in the market
3 point
We don't have a well-curated collection of data to train an AI system
3.1 point
Opportunity costs of AI investment
3 point
Lack of stakeholder alignment
2.9 point
Inability to maintain oversight/governance of machine decisions/actions
3.1 point
Workforce concerns about job security
3.3 point
Privacy concerns with the use of AI to mine customers insights
3.2 point
Sample: 123
14. Who is championing the development of the current AI strategy at your organisation?
Chief Information Officer
39.8 %
No one
25.2 %
Chief Executive Officer
21.1 %
Chief Operations Officer
15.4 %
Chief Technology Officer Don't know
13 %
Chief Analytics Officer / Chief Data Officer
11.4 %
Chief Digital Officer
11.4 %
Chief AI Officer
8.1 %
Chief Marketing Officer
2.4 %
Sample: 123
15. Do you expect your organisation to employ a Chief AI Officer in the future?
We have no plans to employ one
45.5 %
Don't know
30.9 %
We have someone in a similar role/ the responsibility already sits under another C-suite role
13 %
We have already employed one
6.5 %
We plan to employ one in the next 24 months
2.4 %
We plan to employ one in the next 12 months
1.6 %
Sample: 123
16. Does your organisation have the necessary skills to effectively use AI technologies to drive business outcomes?
No, we do not have trained people internally or trusted partners to buy, build, and deploy AI technologies and solutions
43.1 %
Yes, we have enough trained people internally to buy, build, and deploy AI technologies and solutions
22.8 %
Yes, we have trusted vendors and partners that will help us buy, build, and deploy AI technologies and solutions
22 %
Don't know
12.2 %
Sample: 123