Artificial intelligence is one of the most commonly highlighted business technologies. For many leaders and business owners, the conversation has quickly evolved from “should I use AI?” to a more practical question: "How can AI support my business goals?"
The answer is different for every business, large and small. Some are piloting AI in one area, others are integrating it across multiple departments. For many, the challenge isn’t a lack of interest – it’s determining where AI can deliver meaningful value to advance business goals or a solution to a challenge. If that sounds familiar, you’re not alone.
We recently surveyed 100+ middle-market business leaders across New England to better understand how their companies are approaching AI*. The findings reveal both the opportunities leaders are seeing and the challenges they’re navigating as they evaluate this rapidly evolving technology.
Understanding The Barriers
Among the leaders surveyed, the most commonly cited barriers include:
- Cost of implementation and ongoing investment (58%)
- Integrating with existing systems and technology infrastructure (48%)
- Demonstrating a clear return on investment (37%)
AI initiatives become more complex as they expand, so addressing barriers early on is crucial. The key is identifying the root challenge to solve rather than simply investing. For some, the primary question is financial: Can the investment be justified through measurable business outcomes? For others, it relates to integrating new technologies with existing systems and workflows.
Where Businesses Are Seeing Value
Despite challenges, many leaders are achieving meaningful benefits. Efficiency improvements are most common, with respondents citing enhanced productivity, reduced manual tasks and straightforward communication. Other benefits include:
- Improved accuracy and reduced human error
- Greater workforce capacity for strategic and customer-focused work
- Faster access to insights that support decision-making and responsiveness
- Savings through operational efficiencies and compliance support
Notably, businesses often discover the value of AI extends into new revenue opportunities. For example, a process improvement that saves time also allows employees to spend more time engaging customers, developing new business opportunities or focusing on higher-value initiatives. In many cases, leaders find AI’s greatest impact comes from enabling teams to do more of the work that drives growth and strengthens customer relationships.
Practical Ways To Approach AI Adoption
Because AI continues to evolve rapidly, there is no single roadmap that works for every business. What delivers value today may look different several months or a year from now. This is why many businesses are taking an incremental approach that allows them to learn, adapt and refine their strategy over time.
Best practices include:
- Align to a business challenge: Avoid adopting technology for technology’s sake. Start with a defined problem and set clear key performance indicators (KPIs) about how AI may help achieve a strategic objective and solution.
- Begin with a pilot: Start small to test capabilities, gather feedback and measure outcomes. Early successes provide valuable proof points for future expansion – or help identify barriers before they become too big.
- Evaluate total value, not only upfront costs: The most meaningful returns are often seen over the long-term, like sustained operational improvements, increased productivity or enhanced customer experiences.
- Learn from peers and industry resources: Tap into industry associations, local organizations, technology partners and professional networks for shared learning on emerging trends and best practices. The Massachusetts AI Hub and State of Rhode Island AI Task Force are examples of groups sharing insights to help businesses stay informed.
- Remember change management: Employees should understand why new tools are introduced, how they support business goals and how success will be measured. Aim to communicate this clearly, solicit feedback, and celebrate wins to drive adoption and realize long-term value.
Looking Ahead
Artificial intelligence is rapidly evolving and it can seem hard to keep up. Businesses making progress aren’t those with the largest budgets or the most advanced systems. They are the ones approaching AI with curiosity and discipline. They are focused on strategic priorities while continuously evaluating opportunities to create value, no matter their size.
Whether your company is exploring AI for the first time or expanding existing initiatives, maintaining this mindset will help to best position your business for success.
Opportunities to innovate can drive business growth, and Eastern Bank can help you identify financing solutions to support your business strategies – today and into the future. To learn more, contact a banker.
*Survey of 100+ middle market business owners in New England was conducted in Q4 2025. Middle market companies are defined as those with $25 million to $500 million in annual revenue.
The opinions expressed herein are those of the authors and do not necessarily reflect those of Eastern Bankshares, Inc., Eastern Bank, or any affiliated entities. Views and opinions expressed are current as of the date appearing on this material; all views and opinions herein are subject to change without notice. These views and opinions should not be construed as any specific recommendation. This material is for your private information and we are not soliciting any action based on it. The information in this content has been obtained from sources believed to be reliable but its accuracy is not guaranteed. There is neither representation nor warranty as to the accuracy of, nor liability for any decisions made based on such information.
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