影响AI系列年企业人工智能成熟度指数（英）

ContentsIntroductionSection 1: The AI-driven futureSection 2: Pacesetters lead the waySection 3: Industry and regional snapshotsSection 4: ConclusionSection 5: AppendixAuthors and contributors 03041021242629 Introduction © 2025 ServiceNow, Inc. All Rights Reserved.3For our second annual Enterprise AI Maturity Index, we surveyed private and public sectorleaders worldwide to measure progress on their AI journeys. The results surprised us. Thisyear’s average maturity score has declined significantly—9 points—from last year. Fewer than1% of respondents scored over 50 on our 100-point AI maturity scale. The highest score fell awhopping 12 points year on year.These sharp drops suggest that AI innovation is outpacing organizations’ capacity to deployAI effectively at scale. There's a vision gap at the top, as leaders struggle to set audacious AIgoals while also driving measurable results. Organizations understand they must foster aninnovation-forward culture to get ahead. But many lack the proper guardrails needed toinnovate safely at scale.We identified an elite cohort of Pacesetter companies that are leading the pack across alldimensions of AI maturity. We modeled the potential economic impact if all companies on theForbes Global 2000 list were Pacesetters. In aggregate, this could produce a $113 billionincrease in total gross margins across all Global 2000 companies.In this report, we provide a view from halfway up the AI summit. We show how AI Pacesettersare leveraging AI by connecting data, automation, and workflows. Then we offer a roadmapfor how any organization can deploy AI, govern it, and measure ROI in ways that benefitcustomers, employees, and the bottom line.Our key takeaways: Agentic AI is enabling enterprises to deploy autonomous softwareagents that collaborate with other agents in pursuit of defined goals. The right leadershipstrategy and platform are essential to success. And in the age of AI, human talent andcreativity are more important than ever. Richard MurphyHead ofGlobal ThoughtLeadershipResearch,ServiceNow Section 1The AI-drivenfuture AI maturityis a moving targetWhen we fielded the first AI Maturity Index study inearly 2024, organizations were just coming to grips withthe potential of generative AI to deliver better, fasterexperiences for customers and employees. One yearlater, emerging tools such as agentic AI are takingtransformation to the next level.On the one hand, that’s excellent news for organizations.Emerging AI technologies are already deliveringmeasurable value, and organizations are enthusiasticabout embracing AI across the enterprise. On the otherhand, the rapid pace of innovation is leading to a declinein AI maturity.To track the state of AI maturity across the globe, OxfordEconomics and ServiceNow surveyed just under 4,500executives worldwide and measured organizationalperformance across five pillars of AI maturity:•AI strategy and leadership•Workflow integration•Talent and workforce•AI governance•Realizing value in AI investment © 2025 ServiceNow, Inc. All Rights Reserved.Glass half fullImportantly, our research findings don’t spell doom for theenterprise. While overall AI maturity levels have dropped,AI is generating meaningful returns for nearly everyorganization we studied. More than two-thirds of them(67%) say AI has increased their organization’s grossmargin. Collectively, those executives indicate itincreased an average of 11%.Regardless of use case, AI provides ROI for mostorganizations, with nearly half reporting “significant” ROIfor search functions, analytical AI, process AI, andpredictive tools. Executives expect their organization’sinvestment in AI to increase by about 8.6% on average inthe next fiscal year.And while our Pacesetters are not immune to the maturityslowdown, they are still well ahead of the pack when itcomes to deploying AI productively at scale. Theirapproach to AI holds valuable lessons for allorganizations. Based on survey responses, we assigned eachorganization an overall AI maturity score between0 and 100. Last year’s maturity scores were low acrossthe board. This year's scores are lower still. However,organizations that we call Pacesetters are ahead ofthe pack and have the ROI to show for it.enterprise AI maturitydropped 9 points Y/Y,from 44 to 359pts82%expect to increaseAI investmentnext year 5 Early days for agentic AIAgentic AI—a type of artificial intelligence that acts autonomously in pursuit ofdefined goals—has emerged as the next big thing in tech. Executives are excitedabout its potential to boost productivity across the enterprise.However, only about one third of respondents have reached at least the pilotingstage for any agentic AI use case. Those who have started to implement agentic AIare already seeing gains. Top use cases include addressing security risks andmonitoring/interacting with internal systems.About 40% of executives are considering adding agentic AI tools to their tech stackwithin the next 12 months, but most