Service in Progress: HR Transformation Capability in the Services Industry
Services organizations report stronger footing in workforce decision support than in longer-term talent strategy confidence, while key transformation capabilities continue to mature.
Based on survey findings from HR leaders in the services industry, this report examines talent strategy confidence, workforce decision support, AI adoption, analytics maturity, automation, and workforce data accessibility. The findings highlight the current state of AI adoption, analytics, automation, and workforce data capabilities used to support workforce readiness and HR decision-making.
Key Takeaways
- HR decision-support effectiveness is reported more positively than confidence in talent strategy over the next three years.
- Cross-domain HR collaboration is more widely established than change management capability and capacity.
- AI adoption is concentrated in piloting and implementation, while scaled adoption remains uncommon.
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