Solving the AI ROI Gap: Introducing Xurrent iPaaS

IBM's 2025 CEO Study^*, which surveyed 2,000 executives across 33 countries, found that only 25% of AI initiatives have delivered expected ROI. Global AI spending is on track to reach $2.59 trillion this year, according to Gartner^**. And still, the majority of the investment isn't paying off.

The problem isn't the model. It isn't the budget. It's the layer underneath: integration.

The Backlog That's Draining Your AI Momentum

Here's a scenario that plays out constantly in IT organizations right now.

A team identifies a business need that requires a new integration. The justification is solid. The priority is approved. Then the scheduling process begins and the only available integration specialists are booked out weeks, sometimes months.

The ROI clock has already started ticking. The business need isn't going anywhere. But nothing moves until an expert frees up.

That wait isn't a scheduling problem. It's a structural one. It's baked into how most ITSM vendors have built their integration layers: architected for consultants, not for the people who actually run the platform.

The Market Has Been Failing You on Integration

Three patterns have defined how most ITSM vendors approach integration. None of them were built with AI in mind.

White-labeled external platforms. A familiar brand name in the UI, a different vendor's product underneath, and a support model that points fingers in two directions when something breaks. The customer owns the confusion. This is better than "one-size-fits-all" as described below, but still not ideal.

Integration sold as a separate product. Its own license. Its own learning curve. Its own contract. Extra cost that nobody wants to pay for. What should be a platform capability becomes a procurement conversation.

One-size-fits-all integrations. Pre-built, which sounds like a feature until you realize your business logic has to live inside someone else's code. Tuning them to fit your actual workflows isn't on the roadmap. Customization is costly and time consuming if you're paying a third party for implementation.

A recent Harvard Business Review Analytic Services study found that 94% of business leaders say well-connected data, processes, and applications are critical to AI success, yet fewer than a third say those elements are actually well connected in their organizations. That gap is precisely what these three integration patterns create.

AI doesn't use integration occasionally. It depends on it constantly. AI that can't reach the systems it needs to act on doesn't deliver ROI. The models aren't the limiting factor. The infrastructure underneath them is.

What Integration Inside the Platform Actually Looks Like

The difference between integration alongside your workflows and integration inside them is the difference between AI that assists and AI that acts.

Consider a P1 alert fired from Datadog. With native integration, the event enriches itself with context, pages the on-call engineer, and kicks off a Sera AI investigation before the first responder has even joined the call. No manual triage. No lag.

Or a new hire submitting a single onboarding ticket. From that one record, provisioning flows automatically across Okta, the asset register, calendar, and Slack. The ticket triggers the integrations. The integrations trigger the outcomes.

These aren't future-state scenarios. They're what happens when integration is first-class inside the platform. When the structural barrier goes away, the velocity unlocked is striking. Addiko Bank automated more workflows in three to four months on Xurrent than in the previous ten years on their prior platform. Not because the tools got smarter. Because the friction went away.

Xurrent iPaaS Generally Availability

We built Xurrent iPaaS in-house, not licensed, because integration that understands ITSM and ITxM objects natively is a different product than a general-purpose automation tool wrapped in a new UI. Every object your team works with (requests, changes, tasks, assets, workflows, etc) is first-class to the integration layer. Not an afterthought. Not a workaround.

Xurrent iPaaS is included in every Xurrent subscription and it's available to every customer starting July 1, 2026. Customers start from pre-built Solutions and tune them to fit their actual workflows. Not by filing a ticket for a specialist. Not by opening a second contract. By themselves, in the platform they already run every day.

This matters now because the integration layer is no longer a back-office concern. It's the deciding factor for whether AI delivers. AI that runs alongside your workflows will keep performing alongside them. AI that runs inside them is a different story.

The enterprises getting real AI ROI aren't running better models. They're running AI that can reach every system it needs to act on. That's an integration problem, and we built the solution.

Learn more about Xurrent iPaaS and see it in action. Or, if you're ready to see the integration layer that connects your AI to the work: Schedule a demo.

^* https://www.ibm.com/think/insights/ai-roi
^** https://www.gartner.com/en/newsroom/press-releases/2026-05-19-gartner-forecasts-worldwide-ai-spending-to-grow-47-percent-in-2026

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