AI is pushing the services industry into a new kind of competitive divide.
In this episode of Gartner ThinkCast, Gartner experts Craig Lowery and Scott Frederick explore the growing split in AI services — where platform-driven, AI-enabled providers are accelerating ahead, and digital-only models are struggling to keep up. From autonomous agents and intelligent service delivery platforms to the rise of “phygital” experiences, they unpack how AI is moving beyond apps into real-world environments — and what that means for competition, growth and strategy.
You’ll learn:
The Services Split Begins
AI Agents Drive Scale
Smarter, Contextual AI
Hyperscalers Take the Lead
AI Enters the Physical World
Services and Talent Disrupted
Reinvent or Fall Behind
Craig Lowery | VP Analyst, Chief of Research
Craig Lowery, Ph.D., is Chief of Research and a VP Analyst in Gartner's High Tech and Invest group. He covers IT services technologies, go-to-market, delivery capabilities, and partner ecosystems. He offers expertise primarily to tech services leaders in service definition, go-to-market strategies, and messaging. His research focuses on the evolution of cloud IT and AI services, the growing necessity of consulting capabilities, and the influence of innovative technologies on the IT services market.
Scott Frederick | VP, Team Manager
Scott Frederick is a Senior Director Analyst in Gartner Technology and Service Provider research organization. Mr. Frederick research is focused primarily on the Customer Management Business Process Services market. He advises CM-BPO and services providers on market trends and opportunities, various go-to-market, location, and differentiation strategies. Mr. Frederick research will be focused on the various opportunities for service providers to enhance their product offering and improve business results by delivering analytics/insights and technology solutions including hybrid work, digitization, automation, and artificial intelligence.
Hosted by: Karen Lockhart
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