About
Most AI adoption research focuses on executive plans and pilot programs. Druid’s new AI Adoption Benchmark looks at something different: what actually happens once AI is live in production in a real enterprise environment.

Drawing on 15 months of anonymized telemetry across healthcare, financial services, higher education, and HR & IT environments, the report reveals where demand concentrates, which channels users prefer, when engagement peaks, and how organizations are balancing automation with governed escalation.

Join this VB Spotlight as we unpack the findings and explore what successful production AI deployments actually look like — from high-volume “front-door” workflows to always-on service continuity and governed resolution. Also in this webinar, guest speaker Max Ball, Principal Analyst at Forrester, will discuss the broader market trends shaping AI adoption and provide perspective on how organizations can successfully scale from pilot to production.
on-demand webinar
Agenda
  • Prioritization: How enterprises are prioritizing high-volume workflows like FAQs, identity, access, and account servicing
  • Channel Realities: How user behavior and channel preferences differ across healthcare, banking, higher education, and HR & IT
  • Continuity vs. Capacity: How AI’s role shifts between 24/7 service continuity and peak-hour demand absorption
  • Outcome Metrics: What “governed resolution” means, and why it matters more than simple AI deflection
  • Operational Value: What live production telemetry reveals about where AI is creating measurable operational value
Presenters
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Max Ball
Principal Analyst, Forrester
Max is on Forrester’s digital customer and collaboration team serving customer service and technology leaders focused on transforming customer service engagement. He brings over 30 years of industry experience in product management and product marketing in the areas of omnichannel contact center platforms, speech recognition and interactive voice response (IVR), mobile, social, chat, and WebRTC. Max’s research focuses on the full breadth of contact center solutions ranging from self- and assisted-service applications to AI-driven digital customer experiences.
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Michael Yang
Head of Product Marketing, Druid AI
Michael Yang is leading the GTM strategy, positioning, and packaging for the company's enterprise AI agent platform. He brings deep experience in SaaS product leadership, having held senior roles at Elastic, Kaseya, SolarWinds, and HP Software, where he scaled cloud products to over one million users and launched AI agent initiatives for observability and security. He holds a BS in Electrical Engineering from Worcester Polytechnic Institute
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Sam Witteveen
Sr. Technology Contributor, VentureBeat (Moderator)
Sam Witteveen is a Senior Technology Contributor at VentureBeat. He is also co-founder of Red Dragon AI, a machine learning and training firm in Singapore. He has worked with Deep Learning for 11 years and Transformers and LLM for 5+ years. He is a Google Developer Expert for Machine Learning in 2017 and works on LLMs and Autonomous Agents.
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