change over the coming year? And what impact will those changes Clearly, Al will play a key role - not only Al in general, but also Interestingly, survey respondents note these three areas will be disruptive, but somewhat neutral in their impact, suggesting many see them as both an opportunity and challenge. The outcomes that services firms — the opportunity is to create much more seamless, efficient and personalied interactions for clients but, at the same time, external agents are going to be used by technology providers andy sppe ,'edaid on leis ot paau leinoed ui shainsu! pue