Study finds UK organisations that achieve agentic AI success force cultural reset to achieve consistent, predictable outcomes
UK Organisations delivering agentic artificial intelligence (AI) successfully do so by rethinking existing processes to support a culture of collaboration and innovation that maximises project benefits, according to new research from Pegasystems Inc.
The study, conducted with research firm Savanta, was unveiled at PegaWorld®, the company’s annual conference in Las Vegas. It identified more than 100 UK business and IT decision makers across enterprises who have already implemented agentic AI projects and surveyed them on the secrets behind their success. Whilst the sample size is relatively small, the defining factor is that the respondents have successfully implemented agentic AI projects. The study explored the respondents’ motivations for embracing the technology, the most common factors in delivering success, and barriers to achieving their goals. The UK research was part of an international study that additionally polled the views of 400 respondents in North America, France, Australia and Germany
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The study revealed the vast majority (98%) of UK organisations who successfully implemented agentic AI had rethought existing processes, sparking a new culture of collaboration and innovation. More than half (57%) said they’ve done so to a ‘significant’ extent, by reimagining everything their organisation does to gain maximum benefit from their agentic implementations.
This newfound commitment to rethinking old methods to ensure success is driven largely by a desire to provide more consistent, predictable outcomes.
Don Schuerman, chief technology officer at Pega adds insight, stating:
“We’re fast reaching a tipping point with agentic AI where adoption is high within organizations, but maturity is not. The value will come from rethinking ways of working and aligning culture around what AI makes possible. Those changes are what separates the promise of AI technology from the reality of creating truly transformational benefits. The winners in the agentic era will not be those who deploy agents wherever and whenever they can. They will be those who reimagine themselves and find new ways to give clients and their customers what they want. Businesses that don’t will be left behind.”
Nearly two-thirds (63%) of successful agentic AI implementers said one of their top two pre-deployment objectives was to automate and simplify complex processes, so they work consistently and predictably across systems and platforms. Over a fifth (21%) ranked this as their top priority.
Other findings from the research highlighted some of the key behaviours of those who have achieved agentic AI success, including:
- Clearly defined metrics and strategies: An overwhelming 97% of UK respondents who successfully deployed AI agents have a specific corporate-level strategy and plan for execution. Meanwhile, over three quarters (77%) have comprehensive, pre-agreed success metrics tied to business outcomes that are regularly reviewed, so implementation success is continually evaluated.
- Understanding the impact: Almost two thirds (62%) said they start an agentic project with the expectation it will ‘significantly’ improve customer experience once fully integrated. And more than half (58%) said they begin agentic projects believing they will realise significant, measurable value – including the potential for both increased customer satisfaction and cost reduction.
- A little understanding goes a long way: The contrast is stark between those who understand and embrace agentic AI, and those who don’t. When asked to name leading barriers to achieving a positive agentic project outcome, almost two thirds (56%) pointed to lack of sufficient resources – a potential indicator of limited awareness of the value agentic AI can add to the business. In addition, a similar proportion (59%) agreed a lack of knowledge and understanding of the benefits agentic AI can bring to the business is the biggest barrier to agentic AI success.
