Framework
The AI-First Services Organization
Overview
Challenges
Organizational realignment is essential for fostering greater efficiency and effectiveness in leveraging AI technologies. This framework outlines how companies should approach services in the age of AI, emphasizing moving away from traditional seat-based models toward a more outcome-driven approach, incorporating specialized roles and technical expertise.
Summary
The framework illustrates a transformative shift from traditional customer service models to an AI-first services organization, emphasizing an engineering and outcome-based approach. It highlights the need for organizations to move away from seat-based revenue and encourages a reimagining of roles, processes, and metrics to align services with autonomous systems.
Included in the full report
Shift from Seat-Based to Outcome-Based Metrics:
Transitioning to an AI-first model focuses on agent effectiveness rather than user logins.
Four Pillars Structure:
The organization is built on outcomes-based success, forward-deployed engineering, consumption optimization, and a technical interface for real-time feedback.
Role of Chief Outcomes Officer:
This leader must integrate technical and commercial mindsets, ensuring alignment between product capabilities and customer needs.
Focus on Financial Consultancy:
Emphasizes optimizing agent efficiency and proving ROI through financial modeling to avoid consumption-related surprises.
Feedback Loop for Continuous Improvement:
Establishing a technical interface to capture real-world performance issues feeds directly into engineering and product development processes.
Publication date:
December 18, 2025
Stop guessing.
Start leading.
Get expert help to solve challenges and move faster—with less guesswork. We’ll connect you to the right person.
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
We respect your time and inbox.
No spam—just expert guidance tailored to you.
No spam—just expert guidance tailored to you.
By supplying my contact information, I authorize TSIA to contact me about its products and services. Learn more or opt out.
Oops! Something went wrong while submitting the form.
.svg){kind=icon}
Thanks—we’ll connect you with the right person.
Oops! Something went wrong while submitting the form.
We respect your time and inbox.
No spam—just expert guidance tailored to you.
No spam—just expert guidance tailored to you.
By supplying my contact information, I authorize TSIA to contact me about its products and services. Learn more or opt out.
Oops! Something went wrong while submitting the form.
Questions about membership?
Lead with certainty
TSIA membership unlocks this research and our full library of premium content. Complete the form and we'll help you find the right plan.
Make confident decisions and deliver results—with expert-backed research, industry benchmarks, and AI-powered insights.
Trusted by top companies everywhere
.svg){kind=logo}
“The most important aspect of TSIA's value is the relevance of the expertise and experience that they bring to support the business challenges we are facing right now and the ones we perceive in the future.”
Dom Hasler
VP, Services
Trusted by tech services leaders worldwide
Get the benefits of membership
Becoming a TSIA member gives you access to an extensive library of leading research and data to fuel your growth. Signing up takes less than a minute—it’s quick, easy, and free.
Create an account
.svg){kind=icon}
Have questions or need guidance?
Connect with a TSIA research expert