The AI Operations Report 2026: Consumer Business Services

Go Inside 125 CBS Organizations Running AI

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The AI Investment Paradox

From AI ownership and data readiness to post-launch operations, this report reveals what it takes to turn rising AI investment into measurable value.

75%

Are increasing their AI investment over the next 12 months.

23%

Strongly agree that their AI is delivering measurable business value.

How to Use the Report

Benchmark Your Program

See how your AI program compares to 125 CBS organizations, starting with who owns it. In most cases, AI sits with IT (57%), and just 9% have a dedicated team. It gets deployed, but no one owns what it delivers.

Spot the Patterns

Learn where AI breaks and what’s behind it. 72% of CBS organizations say data is where their AI efforts most often stall, and nearly half see their capabilities degrade or shut down after launch.

Apply the Findings

Build the means to prove AI’s value. Difficulty measuring success holds back nearly half of CBS pilots (49%), yet just 11% are prioritizing better ROI measurement.

Resource the Work

Running AI is its own job. After launch, 73% hit ongoing integration difficulties, and 46% face more maintenance than they planned — problems that surface as agents run and use cases multiply.

We could have done more groundwork on data governance. It became a challenge later, especially with sensitive data.

Professional Services Leader, AI Operations Survey

Meet Our AI Experts

Brian Gannuscio
Chief Digital Officer

Sam Taylor
Senior Director, Innovation & Emerging Technology

Adam Plummer
Senior Vice President,
CBS

Chris Pelletier
Vice President,
CBS Sales

AI Business Trends to Watch in 2026

See why AI investment keeps outpacing returns across 125 CBS organizations — and the right moves to close the gap.

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Get the Report

By submitting this form, I understand that Coastal will process my information in accordance with its Privacy Policy, which may include sharing my data with sponsoring partners. I may receive marketing communications with exclusive invitations, relevant tips, insider perks, and more. I understand that I can unsubscribe at any time by following the unsubscribe link at the bottom of any email I receive. To learn more, please visit our privacy policy.