September 8-12, 2025
#ServicesWeek
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The rules of service delivery are being rewritten.
The services economy has become the engine for business growth, innovation, and customer value. But the strategies that brought us here are no longer enough to win what’s next.
A new era for services is unfolding, with AI quickly reshaping how we work, plan, and create value. In the midst of this disruption, service organizations are still grappling with the core challenges of growing revenue and boosting efficiency. This dual pressure has rendered the old playbook obsolete.
To win what’s next, leaders must forge a new path. That’s why International Services Week is returning for its second year: to unite the global community of innovators and practitioners to build the playbook for a more intelligent and profitable future.
Join us as we build the future of services, together.
Services by the Numbers
Services by the Numbers
A closer look at the latest trends in professional services, from AI adoption to operational benchmarks that define efficiency, profitability, and customer retention.
Services have become the primary driver of value creation and economic growth.
Services have become the primary driver of value creation and economic growth.
A decade ago, product revenue dominated at 60%. By 2023, services surged to 66%, driving two-thirds of all technology and services revenue. This inversion means technology companies must re-engineer their entire business model around service delivery to succeed.
A decade ago, product revenue dominated at 60%. By 2023, services surged to 66%, driving two-thirds of all technology and services revenue. This inversion means technology companies must re-engineer their entire business model around service delivery to succeed.
The era of easy growth for professional services is over.
The era of easy growth for professional services is over.
Profitability has eroded to its lowest point in five years, with industry-wide EBITDA falling dramatically from 15.4% in 2023 to just 9.8% in 2024. Intense financial pressure is forcing leaders to abandon old playbooks and find new, more efficient ways to deliver services and protect margins.
Profitability has eroded to its lowest point in five years, with industry-wide EBITDA falling dramatically from 15.4% in 2023 to just 9.8% in 2024. Intense financial pressure is forcing leaders to abandon old playbooks and find new, more efficient ways to deliver services and protect margins.
Most services organizations are still operating in the dark.
Most services organizations are still operating in the dark.
Despite it being a critical priority, less than a quarter of firms report having "high" or "full" visibility into every stage of the customer lifecycle. This visibility gap, caused by disconnected systems and manual processes, is the root cause of declining operational efficiency and makes it nearly impossible to orchestrate work with certainty.
Despite it being a critical priority, less than a quarter of firms report having "high" or "full" visibility into every stage of the customer lifecycle. This visibility gap, caused by disconnected systems and manual processes, is the root cause of declining operational efficiency and makes it nearly impossible to orchestrate work with certainty.
The industry has reached a tipping point with artificial intelligence.
The industry has reached a tipping point with artificial intelligence.
While only 34% of companies achieved a clear ROI from their AI deployments in 2024, that number is predicted to surge to over 50% in 2025. Services leaders face an urgent need to move beyond experimentation and implement a clear strategy to harness AI for tangible business outcomes.
While only 34% of companies achieved a clear ROI from their AI deployments in 2024, that number is predicted to surge to over 50% in 2025. Services leaders face an urgent need to move beyond experimentation and implement a clear strategy to harness AI for tangible business outcomes.
AI agents will have a transformative and immediate effect on service delivery.
AI agents will have a transformative and immediate effect on service delivery.
83% of services firms have already started or plan to deploy Agentic AI with professional services automation (PSA) software in the next 12 months. The industry's "exploration phase" is quickly ending, creating a critical and immediate need for the platforms and expertise required to orchestrate a new, hybrid human-agent workforce.
83% of services firms have already started or plan to deploy Agentic AI with professional services automation (PSA) software in the next 12 months. The industry's "exploration phase" is quickly ending, creating a critical and immediate need for the platforms and expertise required to orchestrate a new, hybrid human-agent workforce.
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