The AI Services Split: From Digital to Phygital

AI is pushing the services industry into a new kind of competitive divide.

In this episode of Gartner ThinkCast, Gartner experts Craig Lowery and Scott Frederick explore the growing split in AI services — where platform-driven, AI-enabled providers are accelerating ahead, and digital-only models are struggling to keep up. From autonomous agents and intelligent service delivery platforms to the rise of "phygital" experiences, they unpack how AI is moving beyond apps into real-world environments — and what that means for competition, growth and strategy.

 

You'll learn:

• Why the AI services market is splitting and who's winning
• How AI agents and platforms enable "growth without growth"
• Why hyperscalers threaten digital-only service strategies
• Where "phygital" experiences create new competitive advantage
  

 

Dig deeper:

• Download the Top 3 Priorities for Tech Services Leaders
• Learn more about Gartner for Tech Services Practice Leaders
• See why Gartner is the world authority on AI