82% of professional services firms believe AI will transform their services model, yet fewer than 20% have taken meaningful steps to begin that journey. For leaders, the challenge is no longer deciding whether to adopt AI, but how to move past the buzzwords and apply it in ways that deliver measurable business outcomes. This article from Diabsolut describes how service organizations are closing the AI gap—using Certinia-powered tools to improve forecasting, resource planning, and project execution—while building hybrid teams where human expertise and machine intelligence work side by side. Explore real-world examples, practical entry points, and lessons from early adopters, showing how firms can start small, demonstrate value quickly, and create momentum for broader transformation.

What happens when a technology revolutionizes cognitive work itself? For an industry like professional services where knowledge is the product, AI is a fundamental disruption on par with the industrial revolution. In this article, Cross Cloud Partners explores how AI is already reshaping the industry and forcing leaders to rethink what's possible, asking the critical question: in an age of intelligent machines, how do we amplify our most human capabilities?

Clinical Research Organizations (CROs) simplify billing for their partners by charging for completed units of work, such as patient visits or lab results, rather than by the hour. This unit-based model, however, creates operational challenges because standard business software is often designed for time-based tracking, leading to manual work and inaccurate forecasting. In this blog post, Exceleris Consulting discusses how a specialized Unit Planning tool can align project planning, revenue forecasting, and billing directly with the completion of these units. The result? CROs streamline their operations, predict cash flow more accurately, and improve reporting for their sponsors.

The Survey window is now live for the 2025 2nd edition of the SPI Research Impact of AI in Professional Services Benchmark. Gain free access to this industry leading report by participating, today. This study will uncover how services firms are using AI beyond the hype, where it’s driving value today, where the ROI is being seen, and how your peers are planning for what’s next. From intelligent automation to AI-powered delivery and sales enablement, this benchmark goes beyond the hype to show what’s real in Professional Services today.

This SPI Research preview summarizes The Structural Divide report – exploring the hidden structural reasons behind persistent friction between Sales and Professional Services (PS), drawing on insights from 400+ firms and 25+ hours of PS and Sales leader interviews. It offers evidence-backed strategies, practical frameworks, and visual tools to help organizations bridge the divide, strengthen collaboration, and drive profitable growth.

Navigating the hype and risk of artificial intelligence can make choosing your first project feel like a high-stakes gamble, but it doesn't have to be. This practical guide from Exceleris Consulting cuts through the noise, offering business leaders a simple, low-risk framework for making a confident choice. You can apply established concepts like the "Jobs to Be Done" theory and the Impact vs. Effort matrix to identify and launch a "quick win" project that delivers measurable value, builds internal momentum, and sets the stage for long-term AI success without falling into common pitfalls.

Submit your boldest idea for reimagining service delivery—and help shape what’s next. We're calling on customers, partners, and service leaders to share one smart, creative, or unconventional idea that could reshape how we work, deliver, or grow. OpMentors experts believe the services industry is shifting—from time-based delivery to value-based delivery. Have you seen this shift affect how your company designs or delivers customer success plans? Share with us one idea to help the services industry move forward. Top 3 ideas win a 1:1 Strategy Session with OpMentors experts (a $2,000+ value) plus featured in our LinkedIn thought leadership series. The winning idea gets co-branded into an OpMentors Transformation Spotlight story.  All participants get early access to the post-contest Idea Gallery + Summary Deck

Submit your idea using this short form: The OpMentors Ideas Exchange by Wednesday, September 10!

In a new article for SalesforceBen.com, Certinia's Chief Product & Technology Officer, Raju Malhotra, explores the persistent "execution gap" hindering alignment between Sales, Professional Services, and Customer Success teams. He argues that the problem lies not with the teams themselves, but with the fragmented, siloed systems they use. Highlighting findings from the 2025 Global Service Dynamics Report, Malhotra makes the case that the most effective solution is a Salesforce-native application strategy. 

The playbook that built the services economy has become obsolete, leading to a crisis of profitability and efficiency. This kickoff perspective for International Services Week from Greg O'Sullivan, VP of Global Partner Alliances & Channels at Certinia, breaks down why a product-centric mindset and the rise of AI have created this critical inflection point. Learn the new discipline leaders must master and how the global services community will come together to write the new playbook.

Many services firms still manage their most critical asset—their people—with a reactive model of spreadsheets and guesswork, a practice still used by over half of the industry for resource allocation. In this article, Certinia CEO DJ Paoni makes the case for a demand-driven approach that connects workforce planning directly to the sales pipeline. Learn how this shift transforms resourcing from a tactical fire drill into a strategic advantage that helps win deals, retain top talent, and build the foundation for an AI-powered future.

We've set up Customer Success Managers for an impossible task, asking them to be chameleons who can do it all. The truth is, no one person can master the many roles of the modern CSM—but they don't have to. Certinia Senior Product Strategy Director Kate Alger explains why the future of customer success is a human-agent partnership where AI handles the administrative drag, freeing CSMs to build the strategic relationships that truly matter.

Drawing on insights from over 1,000 global services leaders, the 2025 Global Service Dynamics Report delivers fresh data on the industry's most pressing challenges. Explore real-world AI adoption trends, strategies for bridging the sales-to-delivery gap, and the keys to boosting profitability. Get the report for an essential roadmap to navigating change in an era of transformation.

The growth-at-all-costs mindset is over; today is about efficiency, retention, and cost savings. This Salesforce guide reveals how leaders are using agentic AI to innovate and serve customers, with the potential to deflect up to 50% of service cases. Discover why a strong data foundation is paramount for unlocking efficient, AI-powered growth.

According to a May 2025 survey of US executives, companies are rapidly increasing budgets for AI agents and are already seeing measurable value, particularly in productivity. However, the report argues that the biggest barrier to deeper transformation isn't the technology itself, but rather human-centric factors like organizational mindset, change readiness, and a lack of trust in high-stakes use cases. Most businesses are still using agents for isolated tasks instead of orchestrating them across workflows, which is where the greatest competitive advantage lies.

Based on a survey of over 1,000 executives, a select group of "Top Performers" (12% of companies) are realizing significantly more value from their cloud and AI investments. These leaders are more than twice as likely as other companies to have achieved measurable value in areas like profitability and productivity because they treat AI and cloud as fundamental to their business strategy. To catch up, the report advises other companies to prioritize AI-powered cloud architectures, modernize their data, evolve their IT function, and strategically reset relationships with cloud providers.