Order-to-Cash – AI & Agentic Readiness Survey

Thank you for providing feedback on O2C via this survey. We would be happy to share the results with you via a report we will be publishing on Cash Performance, AI Adoption and Autonomous Collections. Please indicate your interest in the final question.

1.What best defines your organization? (Select best answer option)

Inhouse shared services / GBS / enterprise shared services / GCC / GIC

BPO / outsourced / third party service provider

Technology solution provider

Consultancy/professional services firm

2.What best approximates the size of your organization?

PERFORMANCE AND CASH EFFICIENCY

5.How would you rate the overall efficiency of your Order-to-Cash process? (Select best answer option)

BUSINESS PRIORITIES & VALUE CREATION

6.What are your top Order-to-Cash investment priorities for the next 24 months? (Select up to 3 answer options)

Accelerate cash collection and reduce DSO

Reduce bad debt and credit risk

Increase productivity through automation

Improve customer experience

Improve working capital visibility and cash forecasting

Standardize and simplify O2C processes

Expand AI-driven decision making

7.Which capability would create the greatest business impact for your O2C organization? (Select best answer option)

Better prediction of customer payment behaviour

Intelligent prioritisation of collection activities

More personalised customer communications

Improved credit risk management

Better cash forecasting and visibility

Automation of repetitive O2C activities

AUTOMATION & AI ADOPTION

8.What is your level of automation and AI use in O2C today? (Select best answer option)

End-to-end automation with AI support

Multiple AI/automation use cases across O2C

Limited automation, early AI usage

Mostly manual processes with isolated automation

No automation or AI

9.In which O2C areas have you already adopted AI? (Select all that apply)

Cash application / remittance matching

Customer segmentation & prioritization

Dunning emails / collections communication

Credit scoring / risk assessment

Forecasting / cash prediction

We do not use AI

10.How confident are you in AI interacting directly with customers [emails, calls, reminders]? (Select best answer option)

RISK & DECISION INTELLIGENCE

11.Which best describes your credit risk management approach? (Select best answer option)

Static credit checks at onboarding only

Periodic manual reviews

Dynamic credit limits with partial automation

Predictive / AI-supported credit decisioning

Fully real-time, AI-driven credit risk management

12.How advanced is your forecasting of cash collection and risk? (Select best answer option)

No structured forecasting

Basic historical forecasting

Spreadsheet-based predictive models

System-based predictive forecasting

AI-driven predictive & scenario-based forecasting

AGENTIC AI READINESS

13.How open is your organization to deploying autonomous AI for collections activities [e.g., independently prioritizing, communicating, and escalating cases]? (Select best answer option)

14.Which accounts would you trust an AI agent to manage autonomously? (Select best answer option)

Low-value / low-risk accounts

Mid-value accounts with oversight

High-value accounts under strict supervision

All accounts with human-in-the-loop

No accounts

15.What are the main barriers to adopting agentic AI in collections? (Select up to 3 answer options)

Lack of trust in autonomous decisions

Integration complexity

Data privacy / compliance concerns

Unclear ROI

Lack of internal skills / change resistance

Concerns about customer acceptance

16.What would give you the most confidence in adopting agentic AI? (Select best answer option)

Proven ROI from real-world deployments

Transparent and auditable AI decisions

Strong ERP/O2C integration

Robust compliance and governance

Evidence of customer acceptance

None of the above

17.Over the next 3 years, what role will AI play in your O2C function? (Select best answer option)

18.If you are interested in the additional resources listed below, please tick the relevant box(es) and share your email address

GBS Professional Training and Certification: raise your skills and standards to best practice levels

SSON Research & Analytics platform demo: how to use the metrics, benchmarks, insights, and research on offer

Send me a free copy of the upcoming report based on this survey's results

In return for my input, send me the H1 O2C benchmark report now

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