A recent study by KPMG reveals that a significant majority of companies investing in artificial intelligence are not seeing any financial returns. The survey of 753 business leaders in Canada found that only about 2 percent reported positive results from their generative AI investments. While AI adoption is prevalent in sectors like IT and sales, many companies are still in the experimental phase, failing to fully integrate the technology into their operations. KPMG’s Canadian Managing Partner of Digital and Transformation, Stephanie Terrill, emphasizes the need for businesses to accelerate AI implementation to enhance productivity and economic competitiveness. Despite the current lack of returns, some companies anticipate seeing benefits within a year, while a larger group expects to wait one to five years.
New research reveals a significant skills and capability gap among channel partners in delivering AI-driven networking solutions. A study commissioned by Westcon-Comstor surveyed 500 senior decision-makers across managed service providers and value-added resellers in five countries, finding that only 26% currently offer advanced network services with integrated AI capabilities. In contrast, 74% of respondents indicated they are unable to design and deliver AI-ready networking solutions, highlighting a disconnect between customer demand and partner capabilities. Furthermore, the research shows that while 54% of channel partners are actively working to develop their AI skills, many remain focused on traditional networking solutions. Only 40% are engaged in intent-based networking, and just 37% in zero-trust architecture, underscoring the need for greater investment in advanced training. Patrick Aronson, Chief Marketing Officer and Executive Vice President at Westcon-Comstor, stated, “AI is changing the game,” emphasizing that partners who enhance their capabilities now will lead the next wave of growth in the industry.
A recent report from the managed service provider Parseq reveals that artificial intelligence can automate up to 90% of back-office tasks, marking a significant shift in the business process outsourcing industry. The study indicates that as many as 71% of large enterprises and 24% of small and medium-sized businesses plan to increase their use of managed service partners over the next three years, with access to specialist skills being the primary driver for this trend, cited by 32% of organizations. Craig Naylor-Smith, CEO of Parseq, emphasized that companies are increasingly looking for technological solutions that facilitate strategic agility rather than merely reducing costs. As AI systems evolve to handle routine tasks, human workers are being shifted toward more complex problem-solving roles and customer interactions that require empathy, fundamentally redefining the role of the back office in the digital era.
Why do we care?
These studies all point to the same thing: everybody’s spending money on AI, but hardly anyone is getting value from it. And that’s not because the tools don’t work — it’s because nobody’s doing the hard part. You don’t get ROI from a model; you get ROI from the systems wrapped around it.
The channel data makes that painfully obvious. Most partners can’t deliver AI-ready infrastructure, and yet customers expect them to. So the gap grows, expectations rise, and service providers get blamed when the project doesn’t land.
And then you have claims like “90% of back-office work can be automated.” Sure — theoretically. But try that in an environment with bad data, outdated workflows, and legacy networks. MSPs know what happens next: exception after exception, angry managers, and tickets everywhere.
This is the moment to step up and say: “If you want AI outcomes, we have to fix the foundation first.” That means identity, networking, data structure, and governance. It means helping clients measure success, not just deploy tools. And it means evolving your services so you’re not just installing features — you’re driving the outcomes customers expect.
If AI is going to be the next wave of investment, MSPs have to position themselves as the adults in the room who make sure it works. That’s why we care.