A critical AI success gap is emerging for organisations, with 30% surveyed seeing an impact on new revenue streams.

SYDNEY, April 30, 2026 /PRNewswire/ — Most organisations have moved beyond experimenting with artificial intelligence, but few are realising its full value. New research from Harvard Business Review Analytic Services, sponsored by Appian, finds that while 59% of organisations (who are moving forward with AI to some extent) have AI in production, the majority are currently focused on incremental gains that prioritise efficiency and productivity over top-line growth.

Notably, AI has the strongest impact in bolstering productivity, not enabling growth. Respondents indicated that of the AI performance measures their organisation tracks, most see impact in productivity improvements (64%) and operational efficiency (58%), while metrics like new revenue streams (30%) and ROI (35%) are among the least likely to have improved. This points to a significant opportunity for organisations to use AI to deliver broader business outcomes and growth.

“Enterprises are at an inflection point. Instead of using AI to drive productivity, organisations must evolve to focus on business growth. That’s where Appian comes in,” said Matt Calkins, CEO of Appian. “The true potential of AI can only be realised when it moves from a standalone tool to an embedded worker that drives revenue. To get there, leaders must prioritise the foundational orchestration and rules-based guardrails required to safely apply AI to high-impact work.”

AI Still Sits Outside the Flow of Work

In most organisations, AI is being used alongside work, not built into how work gets done, limiting its ability to drive higher-level business outcomes. Only 18% of respondents report that AI is primarily integrated within workflows, while a larger share (34%) continue to use AI as standalone tools alongside processes/workflows, with another 34% reporting a mix of both approaches and 12% not yet using AI in processes/workflows at all.

Most See Some Returns on AI, but Not Yet at Scale. 

Most respondents are seeing some returns from AI investments, but only 16% report realising a high degree of measurable value. The majority describe the impact as moderate (33%), slight (36%), or have no measurable value (8%). Still, expectations remain high, as 86% agree that their organisation is looking to realise more business value from its use of AI. It’s clear that AI is delivering some results, but translating those results into meaningful, scalable business impact is proving difficult.

AI Delivers Value When Embedded in Workflows

As organisations advance their AI strategies, value is closely tied to how effectively AI is integrated into workflows and applied to operational work. Seventy-one percent of organisations embedding AI into processes realised substantial or moderate value from those efforts, according to respondents. In parallel, approximately three-quarters report strong returns from modernising legacy infrastructure/systems (76%), integrating data sources (75%), and orchestrating processes/workflows across systems/applications (73%).

Legacy Systems Continue to Limit AI’s Impact

Nearly seven in ten respondents, 69%, agree that legacy systems are limiting their ability to scale AI across the enterprise. This reinforces the need for modernisation and better integration across systems and data. Siloed or low-quality data (34%), a lack of integration across systems (31%), and a lack of AI talent/skills (30%) are also among the most commonly cited barriers to embedding AI into workflows.

AI Agent Adoption Lags in Core Operations

The research also highlights differences in how AI agents are being applied across the enterprise. Organisations are more actively deploying AI agents in areas such as software development (35%), IT operations (31%), marketing and sales (26%), and customer service (25%). In contrast, agent adoption is more limited in core operational areas such as procurement (9%), manufacturing (10%), and supply chain (11%), where processes tend to be more complex and require greater control and consistency. As organisations look to expand AI into these environments, governance becomes critical.

Most Organisations Lack the Guardrails Needed to Scale AI Agents Safely

Ninety-two percent of respondents agree that AI agents need rules-based guardrails to operate safely and effectively, yet fewer than half (48%) agree that their organisation has defined such rules (among those at organisations using, considering or exploring agentic AI). As organisations explore agentic AI systems (currently used by 25% of organisations and under consideration by 62%), the need for clearly defined processes and guardrails will become even more critical. Without clear guardrails, agents can act unpredictably across systems, increasing the risk of unintended outcomes.

Process Design Is Emerging as the Key to Unlocking AI Value

Realising the full value of AI and achieving sustainable ROI requires rethinking how work is structured and governed. According to respondents, organisations are increasingly focused on better defining rules/guardrails that AI must follow (50%), standardising processes/workflows across functions (49%), and increasing cross-functional coordination (47%) to improve the success of AI implementations.

“Organisations are adopting AI, but many haven’t integrated it into the core processes that drive business outcomes,” said Alex Clemente, managing director of Harvard Business Review Analytic Services. “Those that successfully embed AI into workflows will be better positioned to realise meaningful value.”

Read the full study. 

About the Research

In March 2026, Harvard Business Review Analytic Services, sponsored by Appian, surveyed 385 business decision makers from organisations that are exploring, piloting, or actively using artificial intelligence (AI).

About Appian

Appian provides process automation technology. We automate complex processes in large enterprises and governments. Our platform is known for its unique reliability and scale. We’ve been automating processes for 25 years and understand enterprise operations like no one else. For more information, visit appian.com. [Nasdaq: APPN]

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SOURCE Appian

SIPPY DOWNS, Australia, April 30, 2026 /PRNewswire/ — With the time it takes from query to resolution, new research commissioned by Australian insurance company Youi[1] has uncovered that human connection and clear communication are critical for a positive customer service experience. In a study of more than 2,000 Australians, findings revealed that while 81% report their most recent customer service interaction as positive, the cost of a negative experience is steep, and can impact more than just our wallet.

The real life ‘time-away’ cost

The numbers reveal a hidden, real life ‘time-away’ cost – a personal cost that Australians experience when dealing with customer service. 62% of Australians say their most recent customer service interaction took time or energy away from something that mattered, including personal downtime (39%), mental or emotional wellbeing (19%), family or friend time (13%), work or income (11%), and sleep (7%).

This hidden ‘time‑away’ cost becomes even more apparent during bad customer service experiences. Among those whose last experience was negative, 91% reported a cost to their time or wellbeing, with 57% losing personal time, 52% mental energy, 27% family time, 23% work or income time, and 18% sleep, compared with just 9% who experienced no impact.

Good customer service – a simple recipe

Anthony Antonucci, Chief Customer Officer at Youi said the research reveals a clear blueprint for fixing the service industry problem, a simple recipe for good customer experience built on three essential ingredients.

“This research makes clear that great customer experience isn’t accidental – it follows a recipe. Australians tell us the three ingredients that matter most are simple: being able to speak to a real person, having clear communication, and getting a quick, effective response,” Anthony said.

“But as more companies lean heavily into automation and AI, access to a real human is becoming harder to find, and consumers are feeling the consequences. Even tech savvy Australians, who are comfortable with digital tools, still credit real human support as critical to resolving their issue. That tells us something important: technology can absolutely help, but it can’t replace empathy, clarity or genuine connection. These three elements are key to timely issue resolution, giving customers their time back.”

51% of respondents say speaking to a real person is the top factor driving an effective resolution. This is followed by 34% citing great communication and thirdly, quick responses or short wait times, which 33% say made a difference.

Among the Aussies that prefer technology, four in five (81%) still say speaking to a real person is important or essential for high-stakes customer issues, such as those affecting their finances, health or family. Further, 32% want to speak to a real person immediately when something goes wrong. This sentiment is even more common among the general population, with two thirds of Australians (67%) saying they want to talk to a real person straight away when an issue arises.

Psychologist and Human Behaviour Expert, Sabina Read has emphasised the power of human connection. “In a fast-moving world, with AI and chatbots infiltrating many of our daily interactions, it’s no surprise that human connection and clear communication top the list of ingredients that constitute a positive customer service experience. We’re hardwired for connection. Even the best technological innovations can’t replace the power of being seen, heard and validated in a timely manner when we are seeking to resolve an issue that matters to us,” Sabina said.

“Curiosity and presence matter when we’re feeling frustrated. Human connection is the most impactful way to truly bring these to life, which goes a long way in explaining why contact with another person is a key ingredient is in delivering customer service that lands,” she said.

The recipe for better customer service is clear. While automation and AI can improve efficiency, human connection cannot be replaced. When customer service puts people first, Australians gain back the time, clarity and confidence they need most.

To find out more about the research, visit here.

Disclaimer:
This article’s data is sourced from a survey conducted by Ideally Group Limited between 10th March 2026 and 14th March 2026, involving 2,080 individuals aged 18 and above from all states and territories within Australia. Some percentages have been rounded to the nearest whole number. Survey results have not been independently verified by Youi and may not be representative of the general population. Youi makes no representation or warranty of any kind of the accuracy, adequacy, reliability, or completeness of the data and accepts no liability for any loss or damage of any kind suffered as a result of the use of or reliance on the data. Individual experiences may vary.

ABOUT YOUI:

Youi Pty Ltd is an Australian registered company and is a wholly owned subsidiary of Youi Holdings Pty Ltd, a subsidiary of OUTsurance International Holdings Pty Limited. The ultimate holding company is OUTsurance Group Limited.

Youi Pty Ltd is a registered general insurance company which underwrites its own policies. Our products currently include Vehicle Insurance (Car, NSW CTP Green Slip, SA CTP, Motorcycle, Caravan and Trailer), Home Insurance (Buildings and Contents), Watercraft and Small Business Insurance.

Company: Youi

Company Phone: 13 96 84

Website: https://www.youi.com.au/

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SOURCE Youi

OTTAWA, ON, April 29, 2026 /PRNewswire/ – DEFSEC Technologies Inc. (TSXV: DFSC) (TSXV: DFSC.WT.U) (NASDAQ: DFSC) (NASDAQ: DFSCW) (“DEFSEC” or the “Company”) today confirmed that it has now shipped two new networked BLISSTM systems to the United States Army Yuma Test Center (US Army YTC) for test and evaluation.

The BLISSTM shipment today to the US Army YTC follows delivery of an earlier version, called BLDS (Battlefield Laser Detection System) to the U.S. Army last year for testing and trial activity.  BLISSTM is an enhanced, networked version of BLDS as the next step in the evolution of the Company’s technology roadmap for battlespace laser detection and intelligence.

The patent-pending BLISSTM system alerts operators to laser activity across the battlespace, providing critical early warning and valuable seconds to assess, evade, defend, and deploy countermeasures. Miniaturized BLISSTM sensors can be mounted on vehicles and fixed infrastructure, or worn on personnel, to affordably blanket a battlespace with sensors for enhanced survivability and situational awareness and battlespace intelligence in contested environments.  It transforms laser warning into shared, actionable battlespace information.

Beyond real-time detection, BLISSTM incorporates enhanced laser pulse signature capture and analysis to help identify the source, intent, and affiliation of detected emissions.  By enabling users to distinguish among known signatures, the system supports faster, more informed tactical decisions.

“The BLISSTM system shipped today to Yuma for US Army testing represents a major step forward in tactical-edge force protection and actionable battlespace intelligence for commanders,” said Sean Homuth, President and CEO. “This capability will provide operators with critical time, better information, and a meaningful operational advantage against laser-enabled threats, including those seen in current Middle East conflicts.”

DEFSEC expects to brief domestic and foreign delegations on its BLISS product at Canada’s upcoming annual defence and security show, “CANSEC”, May 27 and 28, 2026, in Ottawa.

About DEFSEC

DEFSEC (TSXV: DFSC) (TSXV: DFSC.WT.U) (NASDAQ: DFSC) (NASDAQ: DFSCSW) (FSE: 62UA) develops and commercializes breakthrough next-generation tactical systems for military and security forces. The company’s current portfolio of offerings includes digitization of tactical forces for real-time shared situational awareness and targeting information from any source (including drones) streamed directly to users’ smart devices and weapons. Other DEFSEC products include countermeasures against threats such as electronic detection, lasers and drones. These systems can operate stand-alone or integrate seamlessly with OEM products and battlefield management systems, and all come integrated with TAK. The company also has a new proprietary less-lethal product line branded PARA SHOTTM with applications across all segments of the non-lethal market, including law enforcement. The Company is headquartered in Ottawa, Canada.

For more information, please visit https://www.defsectec.com

Forward-Looking Statements

This news release contains “forward-looking statements” and “forward-looking information” within the meaning of Canadian and United States securities laws (collectively, “forward-looking statements”), which may be identified by the use of terms and phrases such as “may”, “would”, “should”, “could”, “expect”, “intend”, “estimate”, “anticipate”, “plan”, “foresee”, “have sight of”, “believe”, or “continue”, the description of “optimism”, ” momentum” or “interest”,  the negative of these terms and similar terminology, including references to assumptions, although not all forward-looking statements contain these terms and phrases. Forward-looking statements are provided for the purpose of assisting the reader in understanding us, our business, operations, prospects and risks at a point in time in the context of historical and possible future developments and therefore the reader is cautioned that such information may not be appropriate for other purposes. Such forward-looking statements are based on the current expectations of DEFSEC’s management and are based on assumptions and subject to risks and uncertainties that are documented in detail in the Company’s public filings. Forward-looking statements included in this include, but are not limited to: management’s belief of sufficiency of available financial resources to support forecasted activities in 2026 based on cash on hand, anticipated revenue streams and planned expenditures in the fiscal year, subject to execution of the Company’s operating plan and other risks and factors described  in its public filings; interest in DEFSEC LightningTM, BLISSTM or other products and services as well as timing of full implementation or commercial release thereof; the Company’s estimates of increases to annualized gross margin on a go-forward basis and extent thereof, if any; the stage of scaled production for the PARA SHOTTM technology into new training cartridges and timing of release thereof; and management’s belief that its extensive customer base of law enforcement agencies for ARWEN throughout North America is a ready market for its new products like PARA SHOTTM as well as DEFSEC LightningTM.

Although DEFSEC’s management believes that the assumptions underlying such forward-looking statements are reasonable, they may prove to be incorrect. The forward-looking statements discussed in this news release may not occur by certain specified dates or at all and could differ materially as a result of known and unknown risk factors and uncertainties affecting DEFSEC, including DEFSEC’s inability to execute on its current operating plan and/or fiscal 2026 forecasted activities, DEFSEC’s inability to secure contracts and subcontracts (on the timelines, size and scale expected or at all), statements of work and orders for its products in fiscal 2026 and onwards for reasons beyond its control, the renewal or extension of agreements beyond their original term, the granting of patents applied for by DEFSEC, inability to finance the scale up to full commercial production levels for its physical products, inability to secure key partnership agreements to facilitate the outsourcing and logistics for its ARWEN® and PARA SHOTTM products, inability to commercialize DEFSEC’s Battlespace Laser Identification Sensor System (BLISS), inability to secure or complete the execution of government contracts, inability to drive growth in DEFSEC’s ARWEN® product line, inability to advance the commercialization of DEFSEC’s PARA SHOTTM products, delay or inability to launch DEFSEC’s Lightning SaaS offering, lower than expected or delayed demand for DEFSEC’s BLISS, overall interest in DEFSEC’s products being lower than anticipated or expected; general economic and stock market conditions; a stagnation or decrease in North American defense and public safety spending, adverse industry events; future legislative and regulatory developments in Canada, the United States and elsewhere; the inability of DEFSEC to implement and execute its business strategies; risks and uncertainties detailed from time to time in DEFSEC’s filings with the Canadian Security Administrators and the United States Securities and Exchange Commission, and many other factors beyond the control of DEFSEC. Although DEFSEC has attempted to identify important factors that could cause actual actions, events or results to differ materially from those described in forward-looking statements, there may be other factors that cause actions, events or results to differ from those anticipated, estimated or intended. Except as required by applicable securities laws, forward-looking statements speak only as of the date on which they are made and DEFSEC undertakes no obligation to publicly update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

Neither the TSX Venture Exchange nor its respective Regulation Services Provider (as that term is defined in the policies of the TSX Venture Exchange) accepts responsibility for the adequacy or accuracy of this news release.

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SOURCE DEFSEC Technologies Inc