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"By 2028, AI agents will outnumber sellers by 10 times, but less than 40% of sellers will say that AI agents have improved productivity."
"By 2031, 35% of sales organizations will introduce EQ-related productivity metrics as a result of AI's role in the sales cycle."
"By 2028, CSOs who overhaul data, automation, and UX will be five times more likely to gain ROI from AI than those choosing quick fixes."
According to Gartner®, "On one hand, the hype around AI is strong and persistent. Billions of dollars are pouring into AI projects, and its impact on personal productivity is undeniable. Yet, beneath the surface, many AI pilots are failing to deliver on their promises, and AI has become associated with job loss, low-quality output, and new security vulnerabilities."
The research states: "This swing between two seemingly contradictory points of view has created a sense of chaos: CSOs are feeling the pressure to adopt AI at any cost and fear getting left behind by competitors."
Gartner® explains that "In the next few years, CSOs must not only champion AI's potential but also navigate the turbulent practical realities that accompany it. This means proactively addressing both the opportunities and challenges that AI brings to sales organizations."
Navigate rapid AI evolution with imperfect execution and prepare for temporary productivity dips through disciplined pilot models
Traditional productivity metrics will lose relevance as AI assumes routine tasks and human sellers focus on complex, high-value relationships
Organizations treating AI as a catalyst for advancing data maturity, streamlining processes, and enhancing user experience will achieve success
Despite AI advances, buyers will overwhelmingly prefer meaningful engagement with skilled human sellers for complex B2B sales
Navigate AI's Promise and Reality
We believe CSOs need a balanced approach to AI adoption. According to the research, "Small wins compound, and early failures build muscle. To succeed, CSOs should develop a balanced approach: celebrate AI-driven wins such as improved forecasting accuracy or enhanced customer insights, while also preparing for setbacks like data quality issues, change management hurdles, or ethical concerns."
The Gartner® research provides critical guidance: "By fostering a culture of experimentation and continuous learning, CSOs can encourage their teams to embrace AI without fear of failure. Additionally, establishing clear metrics and feedback loops will help CSOs make rational, data-driven decisions, even when outcomes are uncertain."
As Gartner says, "Ultimately, the ability to lead with both optimism and pragmatism will set top CSOs apart as AI transforms the sales landscape."
Navigate AI contradictions and lead through transformation
Understand AI agent deployment and productivity metrics
Align AI investments with business transformation
Prepare for the shift to EQ-focused seller development
Get the complete research to navigate AI contradictions and build a realistic, value-driven AI strategy for your sales organization
Get Complimentary ReportGartner, Predicts 2026: Leading Sales in the Age of AI Contradictions, Sandhya Mahadevan, Melissa Hilbert, Dan Gottlieb, Wendy Butler-Mafuz, Alyssa Cruz, 4 November 2025. GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
