State of IT in Europe 12 IT Teams Embrace the AI Revolution in Europe 18 For IT, AI has moved beyond the hype and is being European Companies Embrace AI adopted and integrated into every part of the AI is being rolled out across European organisations in test pilots business — from business operations to marketing and even across business units. to customer service and sales. With AI, businesses can understand and predict customer behaviour, analyse big data more deeply to draw greater Extent to Which Companies in Europe Using or Planning to insights, and even help customer engagement in Use AI Will Implement It over the Next 18 Months the form of natural-language service chatbots. Just under two-thirds of European IT leaders (63%) 36% are using AI in some capacity within their business, Our company’s artificial 39% with 36% of those saying they’ve implemented AI intelligence business plans 20% on a companywide basis. European IT leaders also expect AI to grow over the next 12–18 months, Companywide implementation anticipating a 28% surge in the technology. Departmental implementation The widespread adoption of AI is arguably a Project-based implementation/experimentation byproduct of the shift in IT’s focus towards meeting customer expectations. AI and deep machine learning can help companies extract highly nuanced insights into customer behaviour and thereby offer personal, tailored marketing and customer service that addresses each individual’s needs. Salesforce Research