GenAI Across Different Industries | Deloitte US has been saved
Authored by John Brownridge, Andrea Wilp, Lauren Noble and Chaydaa Beckett
Welcome to the Productivity+ series
Welcome to our four-part Productivity+ series! In this series, we share insights from our productivity research where we surveyed 800 participants across 27 industry sectors to explore how digital tools and advancements in artificial intelligence (AI) and Generative AI (GenAI) can drive productivity. Through this research, we propose the concept of Productivity+ and explore the mutually amplifying relationship between productivity and experience.
This is Part 4, where we explore industry-specific insights related to employee productivity in the digital workplace.
To revisit earlier sections in the series, be sure to check out:
- Part 1, where we defined Productivity+ and highlighted four key trends impacting productivity in the workplace
- Part 2, where we challenged traditional productivity measures and offered alternatives for measuring productivity+ in the workplace
- Part 3, where we explored the nuances of the frontline worker experience in the context of workplace productivity and employee experience
GenAI in the digital workplace
The workplace has experienced significant changes, particularly with the rise of hybrid and remote work environments, along with the integration of transformative tools and technologies such as GenAI. The rapid development of GenAI is being propelled by market and stakeholder pressures, demanding faster adoption and integration of these technologies to remain competitive and innovative. Our recent study predicted that nearly all enterprise software companies will incorporate GenAI into at least some of their products by the end of 2024.¹
This new era demands a broader understanding of the concept of productivity, encapsulated in the term “Productivity+.” This concept spans traditional productivity measures and extends to the range of business outcomes a modern digital workplace enables—including innovation, inclusion, connection, collaboration, purpose and engagement, among others.
Key findings on GenAI and employee productivity
As hybrid work models become more prevalent, the role of Generative AI in driving productivity is increasingly significant.² Our productivity research revealed how these technologies can help organizations go beyond traditional metrics to improve overall business outcomes, creating a more collaborative digital workplace. Here are some key employee findings:
- 53% of workers were not satisfied with the investment their organization make in digital workplaces and GenAI.
- 68% felt that enhanced digital experiences could significantly boost their productivity.
- 34% of workers reported dissatisfaction with their workforce experience.
- 89% believed enhanced job satisfaction could lead to greater productivity.
Furthermore, our research shows that different industries can boost productivity by addressing inefficiencies and utilizing technology to reduce administrative burdens. To achieve this, productivity goals and time management strategies should be tailored to the specific needs and working styles of each industry.
Insights across different industries
Energy, Resources, & Industrials (ER&I): In the ER&I industry, 67% of workers expressed a desire for more independent focus time to enhance their efficiency and effectiveness. Digital workplace solutions and GenAI tools that streamline administrative tasks and eliminate “work about work” are essential in freeing up time for workers to concentrate on their core responsibilities. By implementing AI-driven workflow management, organizations can reduce time spent on routine tasks, empowering workers to focus more on operations and strategic initiatives—which can help drive greater productivity and business success.
Technology, Media & Telecom (TMT): TMT workers, often known for leading AI adoption in the workplace, generally reported higher satisfaction with their digital experiences. However, they faced challenges with administrative tasks:
- TMT workers spent about 30% more time on administrative tasks than workers in other industries.
- TMT workers were burdened by excessive meetings at 50% greater than the average worker.
- TMT workers wanted a 30% reduction in time spent on administrative tasks and “work about work”.
To address these issues, the TMT industry can benefit from enhanced information access and connectivity. AI-driven data analytics, reporting solutions and content management tools can play a crucial role in reducing administrative burdens and meeting times. Implementing these GenAI-driven tools may be able to play a role in unlocking more time for TMT workers to focus on creativity and innovation.
Financial Services (FSI): Our research identified frequent context switching, the process of shifting between multiple tasks and the distractions from numerous digital tools, as a major productivity barrier in the FSI industry. Workers in this industry used twice as many digital tools as those in other industries, underscoring the need for more streamlined technologies. AI-driven solutions, such as digital assistants and enhanced search functions, can alleviate cognitive load and improve focus—which could lead to better operational efficiency and client service.
Consumer: In the consumer industry, productivity can be improved by minimizing barriers to customer interactions. Workers in this industry preferred to focus on activities such as engaging with external customers and wanted to spend the least amount of time on administrative work compared to other industries surveyed. GenAI tools tailored to enhance customer engagement can boost productivity by making engaging with customers more efficient and effective. By adopting AI-driven solutions designed for effective customer engagement, consumer organizations can improve sales and increase customer satisfaction.
Health Care: In health care, where efficiency can directly impact patient outcomes, digital tools can be transformative. AI and GenAI solutions that manage administrative tasks allow professionals to focus more on patient care. Investing in these technologies can enhance productivity and potentially improve patient outcomes by reducing time spent on administrative tasks and increasing time dedicated to quality care.
Conclusion
The definition of productivity varies widely across industries, shaped by unique challenges and opportunities. At Deloitte, we leverage our deep insights and experience to help organizations harness AI and effective digital workplace technologies. By understanding industry-specific nuances, we can help organizations implement tools that drive meaningful productivity gains, improving both how they work and experience work.
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End Notes
¹ Ariana Bucaille, Kevin Westcott and Gillian Crossan, “Deloitte's TMT Predictions 2024,” Deloitte, 29 November, 2023.
² Deloitte, Deloitte connected consumer survey 2023, 2023.
