Tech and business leaders disagree on how to measure AI’s success

As generative AI gains a foothold across organizations and industries, there’s little consensus about how best to determine its impact. There are clues, however, in how business and technology leaders measure value for traditional artificial intelligence, the larger class of AI investments such as machine learning, deep learning, and conversational AI for which executives have established measurement behaviors and preferences.  

The Deloitte Center for Integrated Research analyzed data from Deloitte’s survey of 1,600 business and technology leaders across 14 countries to see how they prioritize the key performance indicators commonly associated with digital investments when assessing the impact of their organizations’ AI capabilities. While business leaders who participated in the survey reported that they’re more focused on AI’s process-related benefits within their organizations, tech leader respondents said they’re more often looking outward—at KPIs associated with sales and customer satisfaction.

Leadership’s alignment on AI success metrics may be less critical during an organization’s experimentation or initial adoption phase, but it could become increasingly important as the organization assesses the technology’s current and potential impact, and makes the case for continued investment.

Find out more: Bridging measurement divides in AI, cloud, and cyber