Googlecloud-

waveofAI-drivenbusinessvalue.

Awa

TheROIof

Executivesummary

AstheAIhypesettles,theconversationhasshiftedtovalue.LeadersarenolongeraskingiftheyshoulduseAI,buthowtheycanscaleprovenusecases

andbuildsophisticatedAIagentsforbusinessvalue.

Ourlatestresearchconfirmsthisfundamentalchangeinbusinessmindset.

WehaveseenAIevolvefrompredictivetogenerative.Now,we’reintheagenticera,whereAIagentscan

independentlyexecutetasksandmakedecisions—

underhumanguidanceandguardrails.AtGoogle,

wethinkofAIagentsassystemsthatcombinethe

intelligenceofadvancedAImodelswithaccesstotools,sotheycantakeactionsonyourbehalfandunderyourcontrol.Andwhilethistechnologyisalreadyhelping

peoplegetmoredone,manycompaniesarestillintheearlyphasesofagenticmaturity.

CompaniesthatwerequicktoadoptAIagentsareseeingrealreturns.They’reusingagentstoimprovecustomerexperiences,freeupemployeesfor

smarterwork,andgivedepartmentslikemarketing,IT,andHRaproductivityboost.ThisROIhelpsjustifybiggerinvestmentsandgetleadershiponboardforabroaderAIscalingstrategy.

ForleaderschartingtheirAIstrategy,thisreport

blueprintsthestrategiesofsuccessfulearlyadopters

tohelpyouturnagenticAIintotangiblebusinessresults.

OliverParker

VP,GlobalGenerativeAIGTM,GoogleCloud

ofagenticAIearlyadoptersarenowseeingapositiveROIongenAI1

88%

1AgenticAIearlyadopters:n=460;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

Googlecloud2

3

Keyinsights

Chapter01

AIagentsarenowbeing

deployedatscale.

52%

ofexecutiveswhose

organizationsusegenAIalsohaveadoptedAIagentsinproduction2

AgenticAIearlyadoptersenjoyasignificant

advantage.

88%

ofexecutivesfrom

agenticAIearlyadopterorgsseeROIonatleastonegenAIusecase3

Chapter02

GenAI

continuesto

deliverreturns.

74%

ofexecutivesseeROIonatleastonegenAIusecase4

ROIisthrivingacrossuse

cases.

39%

ofexecutivessawROIongenAIusecasesforproductivity,customerexperience(37%),salesandmarketing(33%)5

Chapter03

Challenges

stillpresent

roadblocksto

implementation.

Executive

backingdrivesAIsuccess.

#1

DataprivacyandsecurityisthetopconsiderationforcompanieswhenevaluatingLLM

providers7

78%

ofexecutivesfrom

organizationswith

C-levelsponsorship

reportseeingROInowonatleastonegenAIusecase6

2Total(global):n=3466;Questiontext:(1)HowareAIagentsleveragedacrosstheenterprise?(2)HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

3AgenticAIearlyadopters:n=460;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

4Total(global):n=3466;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

5ExecutiveswhoseorganizationiscurrentlyusingorplanningtousegenAIonusecases:Individualproductivity:2024:n=1451,2025:n=3271;Customerexperienceandfieldservice:2024:n=1445,2025:n=3285;Salesandmarketing:2024:n=1454,2025:n=3245Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

6ExecutiveswhoreporttheirorganizationhascomprehensiveC-levelsponsorshipandclearcorporatevisionforgenAIobjectives:n=1269;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

7Total(global):n=3466;Questiontext:WhichofthefollowingfactorsareMOSTimportanttoyourcompanywhenconsideringLLMproviders?Pleaseselectthetopthree.

About

thisreport

Thissecondannualreportisbased

onasurveyof3,466seniorleaders

ofglobalenterprises($10M+revenue),conductedbyGoogleCloudand

NationalResearchGroup.

ItprovidesacomprehensivebenchmarkoftheimpactofgenAIonbusinessandfinancialperformance.

Unlessotherwisenoted,allstatisticsinthisreportarederivedfromthesurveyandonlyincludethosewhoareusinggenAIinproduction.

Methodology

Upper-level,seniorexecutive,andC-suitebusinessleaders,including:

940CEO,CIO

1,097CFO,CMO,CTO

768CISO,CDO,CSO,COO,

DirectorofDigitalStrategy,VPofIT

661ITDirector,HeadofInnovation,Directorof

CustomerExperience/Service,MarketingDirector

Over

100

full-timeemployees

Over

$10M

annualrevenue

16-minuteonlinesurveywithatotalof3,466businessleaders.

FieldworkconductedApril18–June3,2025

t

k

l

3

7

40

7

351

116

18

35

179

177

117

117

118

118

116

350

1,047

200

175

175

Kuwait*

SouthAfrica*UAE*

Qatar*

Australia

SouthKoreaTaiwan

Mexico

US

Canada

UK

Germany

FranceNordicsJapanIndia

Brazil

Indonesia

SaudiArabia*Turkey*

*MarketsshowninaggregateasMEAregion

Arobustrepresentationfrompriorityindustries:

Mediaandentertainment,retailandCPG,financialservices,manufacturingandautomotive,healthcareandlifesciences,telecommunications,andpublicsector

Googlecloud5

Theagenticshift07

5provenareaswhereAIisdeliveringROI21

InvestmenttrendsforanAI-readyfuture38

Yournextsteps46

Tableof

contents

Googlecloud6

01

shift

Theagentic

7

AIagentshave

rapidlyemerged

asthenext

competitivefrontier

Businessesarenowimplementingawiderangeoftechnologies,fromsimplechatbotstocomplex,multi-agentsystemsthatcanindependentlymanagecomplexworkflows.

ThismarksafundamentalshiftfromAIthatsimplyassiststoAIthatcanoperateindependentlyunderhumancontrolandguidance.Organizationsthatareadoptingthistechnology

early—backedbyexecutivecommitmentandincreasing

funding—areestablishingasignificantcompetitiveadvantageandprovidingablueprintforsuccess.

8Total(global):n=3466;Questiontext:(1)HowareAIagentsleveragedacrosstheenterprise?(2)HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

A

organizationsusinggenAInowalsoleverageAIagents8

DefinitionofAIagentsusedinthesurvey

AIagentsarespecializedLLMsthathavespecificroles,

context,andobjectivestoindependentlyplan,reason,andperformtaskswithaccesstodatafunctioncallAPIsand

caninteractwithotherAIagentsifneeded.Thesecanbepre-builtorin-housebuiltagents.

Googlecloud9

LevelsofAIagentmaturity

Level1

Simpletasks

Level2

AIagentapplications

Informationretrieval

Imagegeneration

囚

Chatbots

CustomerserviceAIagents

Creativeagents

囚

Level3

Multi-agentworkflows

Agentorchestration

Agenticworkflows

Googlecloud10

AIagentsareapplicableacrossawidevariety

ofusecases,andIbelieveeverybusiness

hasworkflowswhereagenticAIcandeliver

meaningfulvalue.Itacceleratesexisting

processes,drivingmeasurablebusinessimpact.”

FionaTan

CTO,Wayfair

A

AIagents

havearrived

Thoughitscoretechnologieswerelargelytheoreticaljustayearortwoago,agenticAIisalreadyinwidespreaddeployment—deeplyintegratedacrossindustriesandaroundtheworld.

39%

ofexecutivessaytheirorganizationhaslaunchedmorethan10AIagents9

9Total(global):n=3466;Questiontext:HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

Forhumans,timeis

invaluable.AIcanamplify

people’sworktosavethat

time.We’reenteringanera

wherehumansandmachineswillhaveatrulysymbiotic

relationship.”

VelitDundar

VPofGlobaleCommerce,RadissonHotelGroup

Googlecloud12

TheglobalfootprintofAIagents

TheadoptionofAIagentsisacceleratingataremarkablepace—nowrapidly

appearinginorganizationsofeverysize,sector,andlocation.

TheconsistentemergenceofAIagentsacrossdiverseorganizationaltypespointstoapowerful,developingtrendtowardwidespreaduse.

However,theapplicationofAIagentsvariesbyregion,asdifferentbusinessimperativesinformthemostvaluabletasksforagentstotakeover.Regionalprioritiesshapewheretheseagentsshowup

first—inEurope,forexample,AI-enhancedtechsupportisakey

priority.Meanwhile,JAPACrespondentsindicatedcustomerserviceastheirorganization’stopagenticAIusecaseandLATAMranked

marketingasthekeyareaofpotential.10

10ExecutiveswhoseorganizationsareleveragingagenticAI:Europe:n=329,JAPAC:n=447,LATAM:n=395;Questiontext:WhatusecaseshasyourcompanydeployedAIagentsfor?

A

AIagentscansupport

humansbehindthescenes,andallofthatsupport

ultimatelytranslates

intoimprovingfinancialperformance.”

ChristophRabenseifner

ChiefStrategyandInnovationOfficerTDIandHeadofCorporateVCGroup,DeutscheBank

Googlecloud13

Byregion*

Byorgsize

AIagentadoptionrates

NorthAm

46%

LATAM

56%

Europe

47%

JAPAC

64%

MEA

59%

*Resultsarenotadjustedorcalibratedforculturalbiasimpacts

NorthAm:n=1247,LATAM:n=701,Europe:n=706,JAPAC:n=702,MEA:n=110

Byindustry

RetailandCPG

Financialservices

MediaandentertainmentTelecom

Healthcareandlifesciences

ManufacturingandautomotivePublicsector

51%

53%

54%

56%

44%

56%

55%

RetailandCPG:n=585,Financialservices:n=556,Mediaandentertainment:n=471,Telecommunications:n=489,Healthcareandlifesciences:n=597,Manufacturingandautomotive:n=517,Publicsector:n=251

100–499full-timeemployees500–999full-timeemployees1,000+full-timeemployees

49%

56%

52%

Organizationswith100-499full-timeemployees:n=1032,Organizationswith500-999full-timeemployees:n=740,Organizationswith1000+

full-timeemployees:n=1694;Questiontext:(1)HowareAIagentsleveragedacrosstheenterprise?(2)HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

AIagentusecasesinaction

Fromcustomerserviceandmarketingtosecurityoperationsandtechsupport,AIagentsarehelpingpeoplegetmoredone—handlingthetedioustaskssotheycanfocusontheworkthatmatterstothem.

Regardlessoftheindustryoryourcustomerbase,yourcompetitorswilluseAIagents.

Therefore,youmustfindawaytouseittoyourcompetitiveadvantage.”

PeterLaflin

Data&AnalyticsDirector,Morrisons

Cross-industryAIagentusecases

Customerserviceandexperience

Marketing

Securityops

andcybersecurity

Techsupport

Productinnovationanddesign

ProductivityandresearchSoftwaredevelopment

FinanceandaccountingSales

HR

Personalization

Legal

ExecutiveswhoseorganizationisleveragingagenticAI:n=1814;Questiontext:WhatusecaseshasyourcompanydeployedAIagentsfor?

49%

46%

46%

45%

43%

43%

40%

38%

35%

31%

29%

15%

14

AIagentadoptionvariesacrossindustries

WhileAIagentsarebeingdeployedbroadly,everyindustryhasitsownpriorities—as

companiesputinvestmentintotheusecasesthatdeliverthemostsignificantimpact.

It’sclearthatagenticAIisn’tanichetrendconfinedtothetechnologysectororlargecorporations.Thisdeploymentrepresentsafundamentaloperationalshiftoccurringacrossthebusinesslandscape.

ThereareopportunitieseverywhereforAIagentsacrossthemediaand

entertainmentindustry.

Currently,we’refocusedon

improvingmediaproductionflow,fromideatodistribution.”

BrunodeF.MeloeSouza

Googlecloud15

DirectorofEngineering,Data&AI,Globo

Googlecloud16

Top3AIagentusecasesbyindustry

Mediaand

Manufacturingandautomotive

entertainment

RetailandCPG

Financialservices

Publicsector

Telecom

Healthcareandlifesciences*

47%

Customerserviceandexperience

57%

Customerserviceandexperience

47%

Securityoperationsandcybersecurity

56%

Techsupport

47%

Securityoperationsandcybersecurity

49%

Techsupport

56%

Customerserviceandexperience/marketing(tied)

44%

48%

46%

46%

44%

55%

51%

Marketing

Marketing

Softwaredevelopment

Techsupport

Productivity

andresearch

Productivityandresearch

Customerserviceandexperience/softwaredevelopment(tied)

46%

46%

Productinnovationanddesign

45%

Customerserviceandexperience

43%

Securityoperationsandcybersecurity

54%

Qualitycontrol

51%

Financeandaccounting

41%

Securityoperationsandcybersecurity

Financeandaccounting/securityoperationsandcybersecurity(tied)

*Separatelistswereshowntosurveyrespondentsinthehealthcareandlifesciencesandmedicaldevicesindustries.Datashownonslideisaggregatedtobothindividualindustries.

ExecutiveswhoseorganizationsareleveragingagenticAI:RetailandCPG:n=300,Financialservices:n=297,Mediaandentertainment:n=252,Telecommunications:n=274,Healthcareandlifesciences:n=261,Manufacturingandautomotive:n=292,Publicsector:n=138;Questiontext:WhatusecaseshasyourcompanydeployedAIagentsfor?

Theearlyadopter

advantage

WithinthebroaderlandscapeofAIagent

adoption,adistinctcohortofearlyadoptersissettingthemselvesapart.

Theseearlyadoptersdedicateatleast50%oftheirfutureAI

budgettoAIagentsandalreadyhaveagentsdeeplyembeddedacrossoperations.

Thetopperformanceofearlyadoptersisn’tchance—it’stheresultofadeliberatestrategycenteredondeeptechnicalcapabilityandorganizationalcommitment.

11AgenticAIearlyadopters:n=460;Questiontext:HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

12Total(global):n=3466;Questiontext:HowmanyAIagentsdoesyourcompanycurrentlyhavedeployedinproductionacrossyourorganization?

13AgenticAIearlyadopters:n=460;Questiontext:WhereisyourorganizationinitsgenAIjourney?

14Total(global):n=3466;Questiontext:WhereisyourorganizationinitsgenAIjourney?

82%

ofexecutivesfromagenticAIearlyadopterorganizationsreporttheirorganizationhasdeployedmorethan10AIagents11vs.39% acrossallorganizations12

39%

78%

ofexecutivesfromagenticAIearlyadopterorganizationsreporttheirorganizationis

leveraginggenAIinproductionforoverayear13vs.52%acrossallorganizations14

52%

17

OOREDOOHUTCHISON

WeseeallemployeesatIndosathavingapersonalagenttoamplifyourcapabilitiesandimproveouroverallimpact.”

VishalGupta

ChiefProcurementOfficer,Indosat

√

AgenticAIearlyadopterorganizationshaveatleast50%oftheirfutureAIbudgetallocatedtoagents17

Yourblueprint

forAIagentROI

√

39%oftheirorganization’stotalannualITspendisallocatedtoAIvs.26%average18

Thesuccessofearlyadoptersprovidesaclearroadmapfororganizations—whethertheyarebuildingabusinesscaseor

scalingexistingprograms.

AgenticAIearlyadoptersaremorelikelytoreportsignificantvaluefromgenAIacrosskeyareas—

includingcustomerexperience,businessgrowth,security,andmarketing19

√

LeadersintheseorganizationschampionAIinproduction,sponsorthedeploymentofmultipleagentsacrossthebusiness,andsecurededicatedbudgetsforgrowth—translatingintomoreconsistentROI.

ofexecutivesfromagenticAIearlyadopter

organizationsseeROInowonatleastone

genAIusecase15vs.74%acrossallorganizations16

88%

√

ExecutivesfromagenticAIearlyadopter

organizationsarealsomorelikelytoreportROIonallcross-industryagenticAIusecases20

74%

15AgenticAIearlyadopters:n=460;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

16Total(global):n=3466;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

17AgenticAIearlyadopters:n=460;Questiontext:What%ofyourfutureAIbudgetisbeingallocatedtoagents?Yourbestestimateisfine.

18AgenticAIearlyadopters:n=459,Total(global):n=3315;Questiontext:Whatpercent%ofyourtotalannualITspendisallocatedforAI?AIexpenseswouldincludeTalent,AISoftwareLicenses,AIHardware&Infrastructure,AIApplicationDevelopment.Pleaseexcludedata&BIanalyticsthatarenotdirectlyusingAIorML.Yourbestestimateisfine.

19AgenticAIearlyadopters:n=460,Total(global):n=3466;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

20AgenticAIearlyadopters:n=456,Total(global):n=1802;Questiontext:WhichoftheAIagenttypesthatyourcompanyhasdeployedhaveseenROI?

Googlecloud19

BA

BAYER

R

YouhavetolookatROIasnotjustsizeofreturn

investmentsthatarenotcommoditiesyet,sowe

havetolookatwherehyper-automationandscalingwithAIisactuallygeneratingareturnfirst.Howfastisyourinvestmentcomingbacktotheorganizationandwhatcapabilitiesareyouinvestinginnowthatwillscaleupandcreatemoreefficiencies

orbusinesstransformationdowntheroad?”

CristinaNitulescu

HeadofDigitalTransformationandIT,BayerConsumerHealth

butalsospeedofreturn.AIinitiativesaresizable

02

5provenareas

whereAIis

deliveringROI

21

We’reseeingavirtuouscycleinAI

implementation—demonstrableROIis

acceleratingtheadoptionofgenAI

forcertainusecases,whichinturnjustifiesanevengreaterfocusonthoseusecases.

After2024provedthatgenAIreallyworks,2025isallabout

buildingonthatsuccess.Earlyadoptersandleadersare

compoundingtheiradvantagebylayeringnewAIapplicationsontopoftheirinitialwins.

OursurveyassessedthedirectvalueofgenAIacrosskeyareasusingthese3measures:

74%

reportROIwithinthefirstyear(unchangedYoY)21

Annualrevenueincrease

53%

ofthosereportingincreased

revenueestimategainsbetween6–10%(vs.52%in2024)22

Timetomarket

51%

notetheiraveragetimeto

marketfromideatousecaseinproductionisbetween3–6months(vs.47%in2024)23

21Total(global):2024:n=1539,2025:n=3466;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

22ExecutivesreportingincreasedrevenueresultingfromgenAIsolutions:2024:n=678,2025:n=1387;Questiontext:(1)InwhatwaysdidyourcompanyexperiencebusinessgrowthasadirectresultofgenAI?Pleaseselectallthatapply.(2)Basedonyourpast/existinggenAIInitiatives,howmuchdidgenAIdirectlyincreaseoverallannualcompanyrevenue?Yourbestestimateisfine.

23Total(global):2024:n=1533,2025:n=3459;Questiontext:Whatistheaveragetimetomarketfromideatousecaseinproduction?Yourbestestimateisfine.

Googlecloud22

Googlecloud23

Wherebusiness

leadersseethe

mostvalue

FivekeybenefitsemergedfromtheglobaldatasetashavingthegreatestoverallgainsattributedtogenAI.

Whileexecutives’estimatesofgenAIvalue-addaregenerally

moreconservativethanin2024,ahighersharereportimprovedcustomerexperience.24

Theseareasprovideatemplateforexecutivesandseniorleaderstore-imaginetheirorganization’sbusinessfunctionsonce

augmentedwithgenAI.Evenawell-testedusecase,likeusinggenAIforchatincustomerservice,canfreeupvaluablehumanresourcesformorechallengingtasks.

24Total(global):2024:n=1539,2025:n=3466;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

01Productivity

02Customerexperience

03Businessgrowth

04Marketing

05Security

Googlecloud24

A

TopgenAIimpactsacrossbusinessareas

Businessbenefitsareusedtomeasurethehealthoftechnologytransformationinitiativesandserveasleadingindicatorsoffinancialperformance.

01

02

Customerexperience

03

Businessgrowth

04

Marketing

05

Security

56%

reportbusiness

growthfromgenAI(vs.63%in2024)

55%

reportmeaningfulimpacttomarketingfromgenAI(new

to2025)

63%

reportimproved

customerexperiencefromgenAI(vs.60%in2024)

49%

reportsecurityimprovements(vs.56%in2024)

Productivity

70%

ofexecutivesreportimprovedproductivityfromgenAI(vs.71%in2024)

Total(global):2024:n=1539,2025:n=3466;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

Googlecloud25

Withnewlow-codetools,ourexpertsinmarketing,finance,oroperations

canbuildtheirown

simpleAIhelperstosolvetheirspecificproblems.”

FrancisPugeda

Director,AIProductDevelopment,GlobeTelecom

727%

ROIachievedover

threeyearsonaveragebybusinesseswith

GoogleCloud

IDCWhitePaper,sponsoredbyGoogleCloud,

TheBusinessValueofGoogleCloudGenerativeAI

,IDC#US53278925,July2025

01

Employeeproductivityre-imagined

Amongexecutivesreportingincreasedproductivity,ahighersharereportednon-ITimprovementsyear-over-year.25Employeeproductivityisup,thoughexpectationsonimprovedtimetomarketthroughAIaredown.

increased

organizationalproductivityindicatetheiremployeeproductivityhasatleastdoubledasaresultofgenAI(vs.45%in2024)27

(vs.71%in2024)26

KeyareawhereAIisdrivingROInow

sawROIongenAIusecasesforindividual

productivity(emails,documents,presentations,meetings,chat)(vs.34%in2024)28

39%

Improvedemployee

productivityfromgenAI

ITprocessesandstaffproductivity

Fastertimetoinsight

Non-ITprocessesandstaffproductivity

Betteraccuracy

Fastertimetomarket

70%

61%

60%

58%

48%

ExecutivesreportingimprovedproductivitywithgenAIsolutions:2025:n=2372;Questiontext:InwhatwaysdidgenAIdirectlyincreaseproductivityforyourcompany?

Pleaseselectallthatapply.

25ExecutivesreportingimprovedproductivityfromgenAIsolutions:2024:n=1088,2025:n=2372;Questiontext:(1)WhengenAIhelpedyouremployeesincreaseproductivity,whatwastheapproximateaverage%increaseintheirproductivityoverasustainedperiodoftime(e.g.,severalmonths)?Yourbestestimateisfine.(2)InwhatwaysdidgenAIdirectlyincreaseproductivityforyourcompany?Pleaseselectallthatapply.

26Total(global):2024:n=1539,2025:n=3466;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

27ExecutivesreportingimprovedproductivityfromgenAIsolutions:2024:n=1097,2025:n=2439;Questiontext:WhengenAIhelpedyouremployeesincreaseproductivity,whatwastheapproximateaverage%increaseintheirproductivityoverasustainedperiodoftime(e.g.,severalmonths)?Yourbestestimateisfine.

28ExecutiveswhoseorganizationiscurrentlyusingorplanningtousegenAIforindividualproductivity:2024:n=1451,2025:n=3271;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

26

Googlecloud27

UseanAIagentto:

Analyzedatainstantaneously

Objective

GetinsightsfromdatastoredinaGoogleSheettomakebetterinformeddecisions.

Action

OpenthesidepanelofaSheetthatcontainsthedatayou’relookingtobetterunderstandandclickonthesuggested

prompttoanalyzethedata,whichwillautomaticallyreviewandanalyzeittoprovideanoverviewandinsights.

Trythisprompt

Humanityhasn’tchangedinthework

environment,butpeoplearemorecomfortableusingAItofillgapsintheirabilities.”

NatalieBowman

ManagingDirector,Product&ExperienceDesign,AlaskaAirlines

WithGoogleCloud,businessessaw:

$250k

50%

36%

inaverageannualbenefitsper1,000employees

moreproductivedevelopers

moreproductiveendusers

IDCWhitePaper,sponsoredbyGoogleCloud,

TheBusinessValueofGoogleCloudGenerativeAI

,IDC#US53278925,July2025

A

02

Anewstandardin

customerexperience

Theaccelerating,year-over-yearimprovementincustomerexperiencedrivenbyAIconfirmsitsroleasaprimaryengineforuserengagement.

experience(vs.60%in2024)29

improved

customerexperienceindicate

improvementincustomerexperienceof6–10%(vs.53%in2024)30

68%

ofexecutivesfromretailandCPGorganizationsreportgenAIsolutionshaveaddedvaluetotheircustomerexperience(vs.57%in2024)31

29Total(global):2024:n=1539,2025:n=3466;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

30ExecutivesreportingimprovedcustomerexperiencefromgenAIsolutions:2024:n=912,2025:n=2133;Questiontext:(1)InwhatwaysdidyourcompanyexperienceimproveduserexperienceasadirectresultofgenAI?Pleaseselectallthatapply.(2)Basedonyourpast/existinggenAIInitiatives,howmuchdidgenAIdirectlyimproveuserexperience?Yourbestestimateisfine.

31RetailandCPGexecutives:2024:n=226,2025:n=585;Questiontext:InwhichofthefollowingareashaveyourgenAIsolutionscreatedmeaningfulimpact?Pleaseselectallthatapply.

32ExecutiveswhoseorganizationiscurrentlyusingorplanningtousegenAIforcustomerexperience&fieldservice:2024:n=1445,2025:n=3285;Questiontext:InwhattimeframedoyouexpectgenAItodeliverreturnoninvestment(ROI)tothefollowingareasofyourbusiness?

A

Improvedcustomer

experiencewithgenAI

(-2%YoY)

83%

Increaseduserengagement

(i.e.,engagementscore,trafficorclickthroughrate(CTR),timeonsite)e)

75%(-5%YoY)

Improvedusersatisfaction/NetPromoterScore

ExecutivesreportingimprovedcustomerexperiencewithgenAIsolutions:2024:n=921,2025:n=2177;

Questiontext:InwhatwaysdidyourcompanyexperienceimproveduserexperienceasadirectresultofgenAI?Pleaseselectallthatapply.

KeyareawhereAIisdrivingROInow

sawROIongenAIusecasesforcustomerexperienceandfieldservice(includingchat,callcenters,andin-fieldtechniciansupport)(vs.34%in2024)32

28

37%

Googlecloud29

Foranybusiness,theultimategoalistomeet

customerswheretheyare.AsignificantadvantageishavingdependablegenAIconsistentlyavailablethroughvariou