FINAL WORD customer satisfaction , or cutting operational costs , having clear objectives will guide your implementation process and help you measure success .
Prepare data
AI agents rely on high-quality data to function effectively . Ensure that you have robust data collection and management systems in place . This includes
John Cotterell , CEO Endava customer interaction data , transaction histories , and other relevant information . Clean and structured data will enable your AI agents to provide accurate and relevant responses .
Right AI agent
Select the type of AI agent that best fits your needs . For instance , if you need an agent to manage routine customer queries , a reactive agent might suffice . For more complex tasks , consider a goaloriented or learning agent that can adapt to changing customer needs and provide more sophisticated support
Upskill workforce
Core modernisation is a foundational step for AI driven business
Endava has launched an IDC InfoBrief , Navigating the Digital Shift . The InfoBrief explores how AI can unlock new potential for organisations , but only if they are supported by the right core infrastructure investments .
The InfoBrief highlights an urgent need to modernise for greater operational efficiency . Half of all surveyed firms , 49 % attribute overspending on digital infrastructure to the cost of maintaining legacy systems , underscoring the need for change .
Companies must modernise their core systems and address outdated legacy structures . As we advance towards AI-driven business transformation , core modernisation is a foundational step .
Analysis found that we have moved from a state of Generative AI scramble from 2023 – 24 to the AI pivot in 2025 – 26 , to result in AI fuelled business in another three years ’ time . These findings highlight a critical juncture for organisations to move beyond experimentation and adopt a structured approach to AI projects , aiming to operate AI-fuelled businesses .
Making AI work for workers requires leaders to reimagine how they develop and train every part of their organisation . With perspectives and experiences of AI among desk workers varying so widely , a tailored approach to AI enablement is essential to setting every employee up for success .
Companies and their CIOs must get ready to implement fast as autonomous agents will become central to organisations ’ customer engagement and experience strategies . Businesses that embrace this technology will be well positioned to reduce costs while meeting the demands of today ’ s customers in a competitive global market . p
CIOs feel uncertainty over how much budget to allocate toward AI in these early days of the technology .
The research reinforces the importance of data quality as the backbone of resilient core infrastructure , yet one in three companies report that poor data quality or inadequate infrastructure hampers their ability to achieve higher success rates in Generative AI projects .
This could have a significant impact , given that 70 % of firms believe Generative AI has either begun disrupting their business or will do so in the next 18 months .
47 % of firms identified strong strategic partnerships as the key factor in the success or failure of Generative AI projects . 50 % of organisations are set to expand and diversify their partner networks , recognising collaboration as key to unlocking AI ’ s full potential .
Compiled from IDC surveys across Europe , APAC and Middle East , the paper reveals that digital services revenue is set to rise , expanding from 34 % to 49 % of organisational revenue by 2029 .
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