Artificial intelligence has rapidly moved from a boardroom talking point to the core engine of business transformation. Yet, for executives under pressure to deliver tangible results, the path to scaling AI is often blocked by legacy technology, deep talent shortages, and an overreliance on outdated, transactional outsourcing models.

      To break through, forward-thinking organizations are changing how they view third-party support. They want a collaborative partner who can help bridge the gap between their current capabilities and their ambitions for continued innovation.

      A new baseline for partnership

      According to the global KPMG Managed Services Outlook Survey 2026, with research by IDC, AI capability has become the single most important factor for leaders selecting a managed services provider. The expectation has fundamentally changed: a modern provider must be an active AI accelerator, not just a custodian of the status quo.

      This shift redefines the value proposition of managed services. Historically, these arrangements focused purely on cost reduction. Today, 98 percent of leaders identify AI implementation as a critical priority for their managed services strategy. They expect partners to help them completely reengineer functional areas with intelligent technology to deliver ROI from day one.


      Moving beyond basic automation

      True acceleration requires moving past a patchwork of simple automation tools. Leading enterprises are looking for partners who can integrate generative AI and autonomous agents directly into complex business functions.

      Instead of just maintaining IT infrastructure, modern providers are deploying advanced AI to proactively hunt for cyber threats before they disrupt operations. They are using machine learning for cross-functional data management, turning compliance and regulatory data into real-time operational insights. By embedding these capabilities directly into the operating model, companies can adopt a true "sense and respond" approach to market volatility, bypassing internal bottlenecks to scale rapidly.

      Selecting the right partner

      Moving from isolated AI pilots to enterprise-wide adoption is a massive leap. Success requires deep domain expertise, robust AI governance, and the capacity to orchestrate complex technology ecosystems.

      As you assess your current providers, look closely at their roadmap. If your partner is merely keeping the lights on rather than driving your technological evolution, they are actively holding you back. In an AI-driven market, you need an engine for growth. There is simply no room for a handbrake.


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      Ron Walker

      Global Head, Managed Services, KPMG International and Principal, Advisory

      KPMG in the U.S.