The latest Thomson Reuters ‘Future of Professionals’ Report provides a nuanced analysis of the evolving landscape of artificial intelligence adoption in professional spheres, revealing a substantial gap between the utilization of AI and the actual value it delivers. The study underscores a significant shortfall, termed the “AI value gap,” which has already begun impacting client retention, talent acquisition, and the development of independent judgment among professionals.
The report draws upon a survey conducted across diverse industries including law, tax, audit, accounting, compliance, risk, and global trade. The survey reveals that AI is widely adopted, with 74% of professionals using AI tools several times weekly, but a striking 91% acknowledge that their organizations are not fully reaping the benefits offered by the technology. This discrepancy is particularly evident in firms lacking a strategic approach towards AI; only 22% of professionals in such organizations find AI to meet or exceed expected value.
A critical insight from the report indicates that barriers to achieving AI’s potential are rooted more in organizational change management issues rather than technological hurdles. Even with strategic plans in place, many organizations fail to make these strategies visible or actionable at the day-to-day level. Challenges include the absence of necessary tools, inadequate training, and a lack of clarity on operational priorities.
The phenomenon of “shadow AI” presents additional risks, with 34% of professionals employing unsanctioned AI tools, thus raising concerns about data governance and security. Professionals express clear expectations from AI solutions, emphasizing the importance of data confidentiality, authoritative content, and transparent reasoning capabilities. Despite these expectations, 41% report limited access to professionally-tailored AI tools.
The report also highlights the business impact of unfulfilled client expectations, with 78% of corporate clients viewing AI-driven improvements as essential, while only a minority of service providers deliver such advancements. Consequently, firms failing to meet these expectations risk losing significant business, with approximately $143 billion in client revenue being reconsidered across U.S. legal and CPA markets.
On the talent front, the AI value gap could drive professionals to leave their current roles, with 24% of unsatisfied professionals considering a change within two years. This potential talent loss, particularly among mid-career professionals, could incur substantial replacement costs. Organizations are urged to ensure access to professional-grade AI tools, a factor that could influence talent recruitment and retention.
The report concludes with a call to strategically align AI aspirations with practical execution, recommending the ADKAR change-management framework for effective integration. It stresses the necessity for leaders to ensure that AI strategies are understood and embraced at an individual level, aligning with professionals’ preferred visions of AI’s potential — whether to elevate, scale, or reimagine work processes.