What the EU AI Act reveals about AI ROI

Many organizations have invested heavily in AI, yet a common question remains: why aren't the returns matching the expectations? The answer may have less to do with the technology itself and more to do with what happens behind the scenes.

In a new article for CMSWire, Marcy Riordan, Vice President, Data and Analytics, TTEC Digital, argues that the organizations realizing the greatest value from AI aren't necessarily deploying more tools. They're building the governance foundations that allow AI to scale safely, consistently and effectively.

Using the EU AI Act as a lens, the article explores why governance has become a business issue rather than simply a compliance requirement. As AI becomes embedded across customer journeys, employee workflows and business operations, many leaders struggle to answer a fundamental set of questions: Where is AI being used? Who owns it? What data does it access? And what happens when something goes wrong?

The article makes the case that governance should be viewed as infrastructure, much like security and operating models were during cloud transformation. Organizations that establish clear ownership, accountability and oversight are often better positioned to move faster, scale successful initiatives and generate measurable business value from AI investments.

Read the full article to learn why the future of AI ROI may depend less on deploying new technology and more on creating the operational discipline to support it.