TLDR: A new study by Genesys reveals a significant gap between the rapid adoption of agentic AI in businesses and the development of robust governance frameworks. While most consumers desire clear AI policies, less than a third of organizations have comprehensive oversight, raising concerns about trust, brand reputation, and compliance.
San Francisco, August 7, 2025 – Genesys®, a global leader in AI-Powered Experience Orchestration, has released new data exposing a critical disconnect between the pace of agentic AI advancement in businesses and the establishment of adequate governance. The study indicates that while agentic AI is rapidly being integrated into enterprise customer experience (CX) strategies, the necessary policies and oversight to ensure responsible deployment are severely lagging.
The research highlights that four out of five consumers surveyed express a strong desire for clear governance of AI interactions. However, a stark contrast emerges when examining businesses: less than a third (31%) of business leaders report having comprehensive, organization-wide AI policies and oversight in place. This disparity poses considerable risks to consumer trust, brand reputation, and regulatory compliance.
Agentic AI, defined as autonomous systems capable of independent thought, action, and decision-making, is seen by 91% of CX leaders as a powerful tool to deliver faster, more effective, and personalized service. Despite this enthusiasm for its transformative potential, the data underscores a complex reality where governance structures are failing to keep pace.
Olivier Jouve, chief product officer at Genesys, emphasized the importance of balancing innovation with trust. “Agentic AI is opening up exciting new possibilities for how organizations serve their customers, but earning consumer trust has to grow alongside that progress,” Jouve stated. “As these systems take on more responsibility, it’s essential that businesses stay transparent and accountable in how they’re used. With the right guardrails in place from the start, companies can build lasting confidence by responsibly innovating customer experiences that deliver new levels of personalization and effectiveness.”
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The study further reveals that over 90% of CX leaders agree that strong governance is crucial for protecting brand reputation (91%), building long-term trust and loyalty with customers (91%), and increasing consumer comfort with autonomous systems (90%). Alarmingly, 28% of organizations that currently lack any AI policy still believe they are prepared to deploy agentic AI. This governance gap is exacerbated by consumer concerns, with a lack of transparency regarding personal data usage and the absence of clear oversight identified as the number one concern among respondents.
