A recent IDC report highlights that high-performing channel partners are increasingly investing in artificial intelligence to enhance their specialization and drive measurable customer outcomes. The study, commissioned by accounting and human resources software provider Sage, surveyed over 2,000 software resellers across several countries, revealing that 70% of global channel partners have implemented AI practices, with that figure rising to 87% among the most successful partners. According to the findings, over half of businesses in the UK report improved service delivery due to AI adoption, with 70% stating that their customers see measurable results across their organizations. Nearly two-thirds of surveyed partners reported double-digit yearly growth, a trend that continues despite economic challenges. Notably, 70% of high-performing partners are focusing on micro-vertical solutions to address specific industry challenges, thus enabling faster value realization for their clients.
ServiceNow has launched a new platform called AI Experience, aimed at simplifying the management of various artificial intelligence tools that businesses use. This platform consolidates multiple AI functions into a single, user-friendly interface, allowing organizations to streamline operations and enhance productivity. The AI Experience features two types of agents: Voice Agents, which respond to natural language prompts, and Web Agents, which can interact with third-party applications and automate tasks. According to ServiceNow’s Executive Vice President and Chief Experience Officer, Amy Lokey, this solution addresses the challenge of fragmented user experiences in the workplace. Companies are increasingly overwhelmed by the number of AI tools available, and ServiceNow’s platform promises to help them navigate this complexity more effectively.
Gartner reports that the competition among artificial intelligence vendors is significantly reshaping the technology landscape. As various AI vendors race to innovate, traditional relationships between providers and enterprises are evolving, making it crucial for vendors to adapt their offerings to meet changing customer expectations. According to Gartner, the market for generative AI models is projected to grow by nearly 150% in 2025, surpassing 14 billion dollars, and by 2026, spending on software with generative AI capabilities will outpace spending on traditional software. Anthony Bradley, Group Vice President at Gartner, emphasizes that providers must focus on delivering tangible business outcomes rather than merely selling AI tools. Failure to do so could jeopardize their competitive position in this rapidly changing market.
Why do we care?
AI tools are a mess. Customers are drowning in Copilots, chatbots, and embedded AI features. ServiceNow sees an opportunity and is saying, “Hey, let’s manage it all in one place.” Sound familiar? It’s SaaS management all over again, just this time with AI. IDC tells us high-performing partners are already leaning into AI, and Gartner says the market’s exploding—but none of that matters if customers don’t see outcomes. For MSPs, the play isn’t just reselling AI; it’s managing the sprawl, governing it, and making it useful. That’s the service opportunity. The caution? Don’t get caught in vendor lock-in or oversell shiny tools.
Action step—pick an industry, pick a business problem, and solve it with AI. Package it. Sell outcomes, not tech. And don’t ignore AI sprawl—customers are already drowning in tools. You can either be the one who brings order, or you’ll be pushed aside by the platform players.