The Holy Grail of AI is ROI. Why are you even bothering with this complex, often troublesome technology unless it’s going to save your enterprise money, or make you money? But how do you measure ROI? Can it really be as simple as taking the cost of the application or project and dividing it by the amount you believe you’ve saved, or new revenue generated? Calculating just these elements may not be as simple as it seems.
This article on CIO Dive highlights some of the complexities of measuring AI success, and presents a nuanced list of 10 metrics proposed by Gartner as appropriate benchmarks for quantifying the value returned on an AI investment. What strikes me about the list is how many of the metrics don’t originate with IT, and instead rely on more complex, business-focused measurements.
Some, such as Average Labor Cost Per Worker and Days Working Capital and Average Revolving Debt Utilization, are financial metrics that many IT leaders may not be used to factoring into their ROI calculations. Others represent more familiar metrics that might not have been as commonly used with previous generations of technology, such as Reduction in Low-Experience Workers or Increased Innovation and Strategic Output. Finally, some of the metrics are reminders to consider an overall view of AI’s impact, such as optimization of contract terms and supplier spend; more efficient sales or collections; and improved employee satisfaction.
Not all of these are hard-dollar metrics, suggesting that, at least in Gartner’s view, the focus should be on the holistic view of AI’s impact on the enterprise. That in turn suggests that IT must take part in an enterprise-wide assessment of how AI can bring value to the enterprise, and that IT’s efforts on this front will have to be considered as part this broader effort.
This all seems like a reasonable list of metrics for AI success, something the enterprise could adapt according to its unique situation. Ultimately, your own and your peers’ experiences in the real world will help you fill out your list of critical metrics, and Enterprise Connect is here to help you get that broad-based, real-world exposure.
On Tuesday, March 10, 2026, the opening day of Enterprise Connect 2026, we’ll present a half-day summit, AI Acceleration--From Pilot to Pervasive, that will offer a range of content over 3 hours, all aimed at helping you build AI success in your enterprise. The Summit will feature the latest data on trends in Agentic, Generative, and any other flavor of AI, as well as panel discussions with enterprise leaders and, best of all, the opportunity to participate in small-group discussions with your peers to learn what’s working for them. I’m delighted that Derek Top and Ian Jacobs of Opus Research will lead this half-day program, offering their own expertise as well as connecting the dots among the morning’s sessions and discussions.
AI won’t be the only topic at Enterprise Connect 2026, but it’ll almost surely be the hottest topic, and we’ll have a wealth of keynote-level sessions as well as AI-focused breakouts on March 11 – 12 during our Conference. Registration is open now; you can choose to get a one-day pass to attend just the Summit, or sign up for the All Access pass to get the full experience. I hope to see you in Las Vegas next March!
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Our mission is to equip you with the tools, strategies, and actionable insights needed to address your organization’s unique challenges. With industry transformation in mind, this year’s program introduces fresh new conference tracks, including:
- Legacy Unleashed: Optimizing Your Communications Backbone
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- Tech Disruption Zone: Implementing Without Imploding
- Achieving Transformation: Architecting Your 3-5 Year Roadmap
- Future Shock: Communications Tech Beyond the Horizon
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