In recent years, Artificial Intelligence (AI) has moved far beyond being an experimental luxury for big tech. It’s now a core driver of competitiveness for businesses of all sizes and sectors.

Organisations that integrate AI deeply — not just in isolated tools but across strategy, operations, product development, and customer experience — are gaining measurable advantages in speed, revenue, risk mitigation, and innovation.

Here are a few numbers to show how fast things are moving:

• In 2024, 78% of organisations reported using AI in at least one business function, up from 55% the year before.
• The global AI market was valued around $233-294 billion in 2024-2025, with projections to reach between $1.7 and $1.8 trillion by 2030-2032, reflecting a compound annual growth rate (CAGR) of roughly 30%.
• Generative AI alone is expected to unlock $2.6 to $4.4 trillion in economic value
  — across productivity, new products/services, cost savings, etc.

If you're in Customer Success, you've likely seen this before: A customer with a “green” health score churns without warning. Or worse — your team scrambles to rescue an account, but the health score never reflected the risk.

Why? Because traditional health models are broken.

They’re often static, backward-looking, and overly simplified. A single score can’t capture the complexity of real customer relationships, especially in high-growth SaaS environments where product usage, stakeholder dynamics, and business shifts change rapidly. I've observed this at HubSpot, Cisco and now at ServiceNow.

With the advent of AI, it’s time for a better way.

The Problem with Traditional Health Scores

Most health scores today rely on a formula of 3–5 inputs: