Key points:
- AI will continue to play a key role in higher ed’s evolution
- Students view AI with optimism, but women are at risk of being left behind
- The AI world of tomorrow is today–and it’s already reshaping higher education
- For more news on higher-ed’s AI path, visit eCN’s AI in Education hub
Higher education leaders juggle multiple challenges, including boosting enrollment, improving retention, and increasing fundraising–all while navigating rising expectations from students and staff and operating within constrained resources.
Despite these pressures, higher-ed leaders remain focused on advancing student and institutional success. However, the tools at their disposal often fail to meet evolving needs.
The Connected Education Report from Salesforce is based on insights from students and senior higher-ed leaders around the world, and explores how unified data systems, AI, and autonomous agents are increasingly transforming the learning experience.
And this year, it’s all about AI.
Higher ed embraces AI’s transformative potential: In the face of uncertainty, growing student expectations, and mounting pressure to boost efficiency, higher education staff are increasingly optimistic about the future of AI. They see its potential to enhance productivity, streamline workflows, and free up time for more meaningful, high-impact work. Ultimately, they view AI as a path toward creating a more responsive, personalized, and student-centered learning experience.
Student perspectives in 2025: While most students report having a positive university experience–a trend that has steadily improved since 2021–fewer than half describe their experience as truly exceptional. There’s clear room for improvement in overall student services, but meeting these expectations will require support that goes beyond the classroom and addresses the full spectrum of student needs.
Streamlining the path to enrollment with AI-powered recruitment and admissions: As student priorities evolve, the journey from initial interest to enrollment has become more complex. Today’s students expect a seamless, responsive experience–not one bogged down by administrative hurdles. AI and autonomous agents are stepping in to meet these expectations, delivering speed, personalization, and agility. By enhancing early-stage engagement, these technologies help fill critical gaps and create a more efficient, student-friendly admissions process.
Enhancing student experiences: While students are generally satisfied with core university services, areas like onboarding and well-being support still need improvement. Staff increasingly recognize AI’s potential to close these gaps–offering personalized, proactive assistance that makes student services smarter and more student-centered. Students themselves are open to using AI throughout their academic journey and are already seeing improvements in their experience, though some remain cautious about its role in mental health and well-being support. Meanwhile, career services teams face mounting pressure to better equip students for the workforce, highlighting the need for more integrated, tech-driven guidance and preparation.
AI powers advancement and alumni engagement: Meaningful emotional connections lead to richer student experiences–and those students often become passionate advocates, engaged alumni, and future donors. Advancement teams are now leveraging AI to unlock the full value of their data and insights, enabling more personalized and authentic outreach. By using AI to strengthen alumni relationships and foster deeper engagement, institutions can build lasting connections that support long-term giving and community involvement.
Staff perspectives on AI: While higher-ed staff report feeling generally supported and satisfied in their roles, many are feeling increased pressure to perform–particularly as AI becomes more embedded in daily operations. To navigate this shift successfully, institutions must prioritize clearer communication and provide targeted upskilling opportunities. Empowering staff with the knowledge and confidence to work alongside AI is essential for driving effective and inclusive digital transformation.
Evolving AI from tactical tool to transformative strategy: Despite recognizing the importance of a unified data approach, many institutions continue to operate in silos. Staff envision a future powered by connected data, real-time insights, and advanced AI integration–and making that vision a reality has become a top institutional priority for the next 3–5 years. Early adopters of autonomous agents are already seeing promising results, but widespread impact will depend on broader staff training and support. Leading institutions have three key ingredients in common: strong leadership, empowered teams, and a “test and learn” culture. Without this alignment, AI initiatives risk remaining stuck in pilot mode–falling short of the transformational change students and staff increasingly expect.
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