AI is pushing the services industry into a new kind of competitive divide.

In this episode of Gartner ThinkCast, Gartner experts Craig Lowery and Scott Frederick explore the growing split in AI services — where platform-driven, AI-enabled providers are accelerating ahead, and digital-only models are struggling to keep up. From autonomous agents and intelligent service delivery platforms to the rise of "phygital" experiences, they unpack how AI is moving beyond apps into real-world environments — and what that means for competition, growth and strategy.

You'll learn:

Why the AI services market is splitting and who's winning
How AI agents and platforms enable "growth without growth"
Why hyperscalers threaten digital-only service strategies
Where "phygital" experiences create new competitive advantage

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The AI Services Split: From Digital to Phygital

Gartner ThinkCast

The AI Services Split: From Digital to Phygital