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STAMFORD, Conn., 1 October 2020

Gartner Survey Reveals 66% of Organisations Increased or Did Not Change AI Investments Since the Onset of COVID-19

Cost Optimisation, Customer Experience, and Revenue Growth are Top Focus Areas for AI Initiatives

A Gartner, Inc. poll of roughly 200 business and IT professionals on 24 September 2020 revealed that 24% of respondents’ organisations increased their artificial intelligence (AI) investments and 42% kept them unchanged since the onset of COVID-19.  Growth – namely customer experience and retention, and revenue growth – along with cost optimisation were the top focus areas for their current AI initiatives.

Over the course of the next six-nine months, 75% of respondents will continue or start new AI initiatives as they move into the Renew phase of their organisation’s post-pandemic Reset.

“Enterprise investment in AI has continued unabated despite the crisis,”  said Frances Karamouzis, distinguished research vice president at Gartner. “However, the most significant struggle of moving AI initiatives into production is the inability for organisations to connect those investments back to business value.”

Seventy-nine per cent of respondents said their organisations were exploring or piloting AI projects, while only 21% stated their AI initiatives were in production.

Lack of AI Talent is a Myth

The minimal strides made across organisations in operationalising AI cannot necessarily be attributed to lack of AI talent. A Gartner survey of 607 IT leaders in November and December 2019 found that only 7% of respondents said that limited AI skills are a barrier to AI implementation. Instead, security and privacy concerns, along with the complexity of integrating AI within existing infrastructure, are at the top of the list.

“AI talent is not one thing, it is multiple things,” said Erick Brethenoux, research vice president at Gartner. “The biggest misconception in the journey to successfully scaling AI is the search for ‘unicorns,’ or the perfect combination of AI, business and IT skills all present in a single resource. Since this is impossible to fulfil, focus instead on bringing together a balanced combination of such skills to ensure results.”

Organisations with the lowest AI maturity level are not experiencing a shortage of AI skills, with 56% reporting they either have enough talent or can easily hire or train AI talent. As organisations increase in AI maturity, so too does the level of reported AI talent, with 89% having no issues acquiring AI skills at the highest maturity level.

More detailed analysis on the enterprise strategic planning, execution, governance, and operational excellence in AI is available in the Gartner webinar “Drive Strategic Mandates for AI in the Enterprise” and on the Gartner Blog Network, “Gartner’s Update on AI Investments in the Enterprise.” Additional information is available in the Reset your business strategy section on Complimentary research, insights and webinars are offered to help leaders build resilience on their path to business recovery.

Additional analysis on the outlook for AI in organisations will be presented during Gartner IT Symposium/Xpo 2020, the world's most important conferences for CIOs and other IT executives. IT executives rely on these conferences to gain insight into how their organisations can use IT to overcome business challenges and improve operational efficiency. Follow news and updates from the conferences on Twitter using #GartnerSYM.

Upcoming dates and locations for Gartner IT Symposium/Xpo include:

19-22 October | Americas | Virtual

27-29 October | APAC | Virtual

9-12 November | EMEA | Virtual

17-19 November | Japan | Virtual

23-25 November | India | Virtual

About Gartner

Gartner, Inc. (NYSE: IT) delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission critical priorities. To learn more, visit