EMEA businesses struggle to convert AI spending into returns

Businesses across Europe, the Middle East and Africa are increasing AI maturity but are still struggling to translate investment into measurable gains, according to ServiceNow’s Enterprise AI Maturity Index 2026. Organisations scored 51 out of 100 for overall AI maturity, up from 34 out of 100 last year, but reached only 40 points for AI-enabled workflows. Leadership, vision and strategy scored 58 in a survey of more than 4,700 senior executives across 16 countries, including 1,700 in EMEA.

ServiceNow found that many organisations are paying for capabilities they have not yet unlocked. Only 16pc of respondents said they had replaced fragmented legacy systems with an integrated platform, while 59pc said their organisations had moved beyond piloting agentic AI. Just 9pc reported meaningful progress toward autonomous, multistep workflows. Global corporate AI spending reached ?bn in 2025, and ServiceNow projects AI will represent more than 20pc of an organisation’s IT budget by 2027.

Data remains the biggest execution barrier, with 73pc of EMEA executives citing inadequate accuracy, access and management. Only 19pc of EMEA organisations have implemented AI testing, auditing and risk processes, despite strict EU rules. ServiceNow said stronger governance, data management and integrated workflows are linked to better outcomes, with successful organisations delivering a 164pc return on investment and expecting that to rise to 199pc within two years.