The AI reality check: Key trends reshaping Business Services in 2026

With input from 1,042 Business Services professionals, the data reveals a clear narrative in the sector: we have moved past the era of “digital experimentation” and entered the age of "strategic integration”.

Here are some of the key Business Services takeaways from this year’s report.

1. The AI arms race: Advantage or illusion?

The most striking finding this year is the confidence Business Services employees have in their company’s AI trajectory. A staggering 64% of respondents view AI as their biggest opportunity, and many believe they are winning the race:

• Beating the competition: 64% believe they are ahead of their three closest competitors in AI adoption (with 20% claiming to be "significantly ahead").
• Active talent war: To maintain this lead, 76% of firms are actively hiring for AI-specific experience.
• The reality check: Despite the confidence, only 6% of organisations have 76-100% of their work powered by AI today.

2. The significant "confidence gap" in security

While 93% of respondents agree that their current technology supports their goals, a closer look at cybersecurity reveals some blind spots in the sector's armour.

While 37% feel well-protected, a majority (59%) admit that while they have protections in place, significantly more investment is needed. The barriers to improvement aren't just technical; they’re structural. The top challenges cited were:

• Budget/resource issues (49%)
• Limited staff training (42%)
• Lack of audits (29%)

With 44% identifying cyber-attacks as a bigger risk than AI misuse, the message is clear: resilience is the new priority for 2026.

3. Modernisation vs. alignment

The day-to-day experience of Business Services organisations is becoming increasingly automated. 55% of respondents describe their modernisation progress as "Advanced”, having automated most workflows.

However, advanced doesn't always mean perfect. Only 44% say their systems are fully aligned with their strategic goals, while 52% note that gaps are emerging. This suggests that as businesses scale and strategies shift, the tools that worked yesterday are beginning to show their age.

Benchmarking: Where do you stand?

The power of the OneAdvanced Trends Report isn't just in the numbers; it's in the ability to benchmark your own performance. Are you part of the 70% who have successfully embedded Master Data Management? Or are you among the 49% worried that automating entry-level roles will hurt your long-term succession planning?

Knowing where your peers are investing, where they are scaling, and where they are struggling is the first step toward making more informed, data-driven decisions for your own business.

To dive deeper into the likes of AI use cases, tech-savviness, skills gaps, and operational efficiency, download our dedicated Business Services Trends Report.