牛津经济研究院-影响AI系列年企业人工智能成熟度指数（英）

By Vijay Kotu, Richard McGill Murphy, Brian Solis, and Dorit Zilbershot Impact AI Series Enterprise AI Maturity Index 2025 © 2025 ServiceNow, Inc. All Rights Reserved.2Contents Introduction 03 Section 1: The AI-driven future 04 Section 2: Pacesetters lead the way 10 Section 3: Industry and regional snapshots 21 Section 4: Conclusion 24 Section 5: Appendix 26 ENTERPRISE AI MATURITY INDEX 2025 Authors and contributors 29 © 2025 ServiceNow, Inc. All Rights Reserved. 3 ENTERPRISE AI MATURITY INDEX 2025 Introduction For our second annual Enterprise AI Maturity Index, we surveyed private and public sector leaders worldwide to measure progress on their AI journeys. The results surprised us. This year’s average maturity score has declined significantly—9 points—from last year. Fewer than 1% of respondents scored over 50 on our 100-point AI maturity scale. The highest score fell a whopping 12 points year on year. These sharp drops suggest that AI innovation is outpacing organizations’ capacity to deploy AI effectively at scale. There's a vision gap at the top, as leaders struggle to set audacious AI goals while also driving measurable results. Organizations understand they must foster an innovation-forward culture to get ahead. But many lack the proper guardrails needed to innovate safely at scale. We identified an elite cohort of Pacesetter companies that are leading the pack across all dimensions of AI maturity. We modeled the potential economic impact if all companies on the Forbes Global 2000 list were Pacesetters. In aggregate, this could produce a $113 billion increase in total gross margins across all Global 2000 companies. In this report, we provide a view from halfway up the AI summit. We show how AI Pacesetters are leveraging AI by connecting data, automation, and workflows. Then we offer a roadmap for how any organization can deploy AI, govern it, and measure ROI in ways that benefit customers, employees, and the bottom line. Our key takeaways: Agentic AI is enabling enterprises to deploy autonomous software agents that collaborate with other agents in pursuit of defined goals. The right leadership strategy and platform are essential to success. And in the age of AI, human talent and creativity are more important than ever. Richard Murphy Head of Global Thought Leadership Research, ServiceNow © 2025 ServiceNow, Inc. All Rights Reserved. 4 ENTERPRISE AI MATURITY INDEX 2025 Section 1 The AI-driven future © 2025 ServiceNow, Inc. All Rights Reserved. 5 AI maturity is a moving target ENTERPRISE AI MATURITY INDEX 2025 Based on survey responses, we assigned each organization an overall AI maturity score between 0 and 100. Last year’s maturity scores were low across the board. This year's scores are lower still. However, organizations that we call Pacesetters are ahead of the pack and have the ROI to show for it. When we fielded the first AI Maturity Index study in early 2024, organizations were just coming to grips with the potential of generative AI