Thomson Reuters Survey: AI is Ready, But Businesses Lag Behind; Delayed Adoption Leads to Customer Churn and Talent Drain

New survey finds approximately $143 billion in U.S. revenue at risk as clients expect AI-powered value delivery from service providers

Businesses and firms risk losing 24% of their talent within two years if they fail to deliver on the value of AI

However, one-third of lawyers, accountants, and compliance professionals are using unapproved AI, creating unseen risks that organizations cannot monitor or manage

Thomson Reuters (Nasdaq/TSX: TRI), a global provider of content and technology, today released its "2026 Future of Professionals Report," which sounds the alarm on the financial costs of failing to effectively adopt AI in the legal, tax and accounting, and risk sectors. The report, based on a survey of 1,800 professionals worldwide, reveals a "delivery gap" between client expectations for AI and the reality of service delivery. This gap is no longer an abstract challenge, but is beginning to have significant consequences, including putting approximately $143 billion in client revenue at risk in the U.S. alone* and leading to talent drain.

"We are reaching a clear inflection point with AI adoption," said Steve Hasker, president and CEO of Thomson Reuters. "Firms and businesses that are effectively leveraging AI are pulling ahead, while those that are not are beginning to face significant risks in terms of clients, talent, and financial performance. Closing this delivery gap is now a business imperative for professional services firms."

AI adoption itself is not the issue; 74% of professionals say they already use AI tools in their daily work. However, organizations are struggling to translate that usage into tangible value. In fact, 91% of professionals believe their organization is not fully realizing the value AI can bring. As a result, one-third of lawyers, accountants, and compliance professionals report using unapproved tools, creating unseen and unmanaged risks.

Even when an AI strategy exists, its execution is lagging. Thirty-five percent of professionals say their organization's AI policies or ambitions are not reflected in their daily work, and about one in five say their organization still lacks a clear strategy. This gap between expectations and reality is beginning to impact talent. Furthermore, about one in four say they would consider leaving their job within two years if they don't see the expected value. Clients are reaching similar conclusions. Currently, 78% of clients (defined in this survey as respondents in internal departments who purchase external professional services) consider AI-driven quality improvements essential or very important, yet only 6% of clients feel that the quality of services has actually improved due to AI. As a result, about one-third of clients are preparing to review their relationships with service providers in the next 12 months.

These challenges are escalating faster than many leaders realize and are manifesting in three interconnected areas:

Shadow AI expands risk

One-third of lawyers, accountants, and compliance professionals use AI that is not approved by their organization, a figure that rises to 41% among those who feel their organization's AI adoption is too slow. This creates unseen risks that organizations cannot track or manage. The underlying cause is dissatisfaction with approved tools. Professionals cite the protection of confidential data (96%), verified and authoritative content (94%), and explainable and defensible output (90%) as essential. However, 41% of professionals do not have access to professional AI tools that meet these criteria, fueling the rise of shadow AI.

Talent is walking away

Of professionals who perceive a gap between what AI technology can do and what their organization delivers, approximately one in four (24%) are considering leaving their job within two years, and 13% are considering leaving within 12 months. However, about half of senior leaders believe meaningful talent pressure will not emerge for at least three years. Sixty-two percent say access to professional AI will be a deciding factor in their decision to change jobs. Among those already using such AI, about one in three say they would turn down an offer if AI tools were not available.

Clients demand immediate action

Of professionals who perceive a gap between what AI technology can do and what their organization delivers, approximately one in four (24%) are considering leaving their job within two years. Many of them, 13% of the total surveyed, are considering leaving even sooner, within 12 months. In the next 12 months, 32% of corporate clients plan to review their relationships with vendors (service providers) who they feel are falling behind in their use of AI. Of those who plan to review relationships, one-third expect that the work they outsource to those vendors, valued at over $1 million annually, will be subject to review. When applied to the U.S. legal and accounting sectors, this means that a total of approximately $143 billion in revenue that providers derive from clients could be subject to review due to their AI adoption practices. For providers, this means that much revenue is at risk.

"Not all AI is created equal," said Steve Hasker, president and CEO of Thomson Reuters. "In professions where there is real accountability, the bar must be much higher. When AI output impacts legal judgments, regulatory filings, or advice to clients, 'close enough' is not good enough. That is why we are building AI that professionals can trust, verify, and ultimately be responsible for – what we call 'Fiduciary-Grade AI.'"

Access the "Future of Professionals report 2026" here.

Technology is ready. The challenge is execution, and accountability is now the standard. Thomson Reuters defines this as "Fiduciary-Grade AITM," built on authoritative, domain-specific content, rigorous privacy and security measures, expert knowledge, transparent and verifiable output, and real-time human support.

About Thomson Reuters Thomson Reuters (TSX/Nasdaq: TRI) guides the way forward by bringing together the content and technology that people and organizations need to make the right decisions. We provide services to legal, tax, accounting, compliance, government, and media professionals. Our products combine highly specialized software and insights, delivering data, intelligence, and solutions that enable professionals to make informed decisions. We also support organizations that pursue justice, truth, and transparency. Reuters, a division of Thomson Reuters, is the world's leading provider of trusted journalism. Visit the Thomson Reuters website for more information.

About the "Future of Professionals Report 2026"

The Thomson Reuters "Future of Professionals Report" is an annual report that examines how technology is transforming the way professionals work, now in its fourth year. The findings for the 2026 report are based on a global survey of 1,816 professionals in the legal, tax, accounting, compliance, risk, and global trade sectors, conducted from March to April 2026. Respondents are from private firms, as well as internal departments within corporations and government agencies, across 62 countries. For more information, visit: http://www.thomsonreuters.com/en/institute/future-of-professionals-2026/report.

* According to data from the Future of Professionals, 32% of corporate clients plan to review their relationships with professional service providers within the next 12 months. Of these, approximately one-third expect that work outsourced to those vendors, valued at over $1 million annually, will be subject to review. When applied to the U.S. legal and CPA markets, this means that approximately $143 billion in client revenue could be subject to review due to AI adoption practices. For providers, this means that much revenue is at risk.