Artificial intelligence (AI) is now part of daily work for most employees, but companies are capturing only a fraction of its potential, according to a new report from Boston Consulting Group.
Based on responses from more than 10,600 workers across 11 countries, the study finds that while adoption is widespread, meaningful business impact remains limited.
72% of respondents said they use AI regularly, yet adoption among frontline employees has stagnated at 51%. Workers in the Global South, particularly in India and the Middle East, lead in usage. 92% and 87% of them report regular AI use, respectively. Paradoxically, these regions also report the highest levels of concern over automation, far exceeding the 41% of global workers who fear their roles could disappear within the next decade.
3 ways B2B companies struggle with AI use
BCG’s report points out three major barriers holding companies back.
- Many employees lack adequate training, with only 36% feeling prepared to use AI effectively.
- Leadership engagement remains limited, leaving just a quarter of frontline workers confident that their managers provide enough guidance on AI use.
- At the same time, a growing number of employees are turning to “shadow AI” by using tools without authorization, particularly among younger workers, creating potential security risks.
The firms that are seeing real returns are those that go beyond simply deploying tools and instead rethink how work gets done. Companies that invest in upskilling employees, redesign workflows, and track measurable results report greater time savings, higher-quality outputs, and increased employee engagement.
“Companies cannot simply roll out GenAI tools and expect transformation,” said Sylvain Duranton, Global Leader of BCG X and a coauthor of the report. “The real returns come when businesses invest in people, redesign how work gets done, and align leadership around AI strategy.”
How AI agents can change the game
Looking ahead, companies see AI agents — smart digital assistants capable of managing tasks independently — as critical for future success. Three in four employees believe these tools will be vital, yet only 13% say agents they have integrated them broadly into workflows. And just a third understand how they function. BCG notes that familiarity with AI agents helps reduce fear and encourages collaboration rather than competition.
The report warns that companies aiming to unlock AI’s full potential must focus on people as much as technology. Organizations that invest in training, anticipate workforce changes, and actively experiment with AI agents are more likely to see productivity gains and higher employee satisfaction.
“Companies that reshape workflows and invest in people see superior results,” said Vinciane Beauchene, BCG’s global lead on human x AI. “Transformation requires a clear people strategy and a development engine to support adoption and manage AI’s impact on work and workers.”
Sign up
Sign up for a complimentary subscription to Digital Commerce 360 B2B News. It covers technology and business trends in the growing B2B ecommerce industry. Contact Mark Brohan, senior vice president of B2B and Market Research, at mark@digitalcommerce360.com. Follow him on Twitter @markbrohan. Follow us on LinkedIn, X (formerly Twitter), Facebook and YouTube.
Favorite