London, 7 August 2025 \u2014 New data released today by Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration, uncovers a critical disconnect between how companies govern AI and what consumers need to feel safe using it. While four out of five consumers surveyed said they want clear governance of AI interactions, less than a third (31%) of business leaders say their organisations have comprehensive, organisation-wide AI policies and oversight in place.<\/p>\n","protected":false},"author":1111,"featured_media":0,"template":"","class_list":["post-589868","announcements","type-announcements","status-publish","hentry"],"acf":{"utm_pass":false,"asset_expiration":"","pr_subheading":"
Four out of five consumers want clear governance of AI interactions but less than a third of organisations currently have comprehensive policies <\/em><\/p>\n","disable_chat":false,"no_index":false,"no_follow":false,"pr_template":"basic","pr_breadcrumbs":"default","pr_header_image":"default","pr_content":[{"acf_fc_layout":"simple_text_content","title":"","text_content":" London, 7 August 2025<\/span><\/b> \u2014 New data released today by Genesys\u00ae, a global cloud leader in AI-Powered Experience Orchestration, uncovers a critical disconnect between how companies govern AI and what consumers need to feel safe using it. While four out of five consumers surveyed said they want clear governance of AI interactions, less than a third (31%) of business leaders say their organisations have comprehensive, organisation-wide AI policies and oversight in place. <\/span>\u00a0<\/span><\/p>\n As agentic AI \u2014 autonomous systems that can think, act and make decisions independently \u2014 becomes more pervasive in enterprise customer experience (CX) strategies, 91% of CX leaders surveyed believe it will empower their organisations to deliver faster, more effective, personalised service. However, the data reveals a complex reality: While enthusiasm is high for the transformative value agentic AI can deliver, governance structures are lagging, posing risks to consumer trust, brand reputation and regulatory compliance.<\/span>\u00a0<\/span><\/p>\n \u201cAgentic AI is opening up exciting new possibilities for how organisations serve their customers, but earning consumer trust has to grow alongside that progress,\u201d said Olivier Jouve, chief product officer at Genesys. \u201cAs these systems take on more responsibility, it\u2019s essential that businesses stay transparent and accountable in how they\u2019re 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 personalisation and effectiveness.\u201d<\/span>\u00a0<\/span><\/p>\n Governance Gap Undermines Trust<\/span><\/b>\u00a0<\/span><\/p>\n More than 90% of CX leaders surveyed agree that strong governance is critical to: protect brand reputation (91%), build long-term trust and loyalty with customers (91%), and increase consumer comfort with autonomous systems (90%).\u00a0<\/span>\u00a0<\/span><\/p>\n Yet many organisations are still unprepared. Over one-third of CX leaders (35%) admit they have little to no formal governance policies in place. Even more concerning, 28% of those without any policy at all still believe their organisations are ready to deploy agentic AI. <\/span>\u00a0<\/span><\/p>\n This governance gap becomes more troubling when viewed alongside consumers\u2019 concerns.<\/span> Many remain wary due to a lack of transparency around how their data is used and the absence of clear oversight.\u00a0<\/span>\u00a0<\/span><\/p>\n In fact, clarity on how AI uses their personal data was the number one concern among respondents. Compounding this, 37% of consumers believe AI \u201challucinates\u201d or fabricates information \u2014 a view echoed by 59% of CX leaders, who acknowledge that hallucinations pose serious risks to customer loyalty, litigation and brand reputation. This perceived lack of reliability further undermines trust and reinforces the need for safeguards that ensure accuracy and accountability in AI-driven experiences.<\/span>\u00a0<\/span><\/p>\n The gap between what leaders know is necessary and what organisations have implemented is especially concerning given the clear demand from consumers for transparency and oversight. This makes it critical for businesses to close the gap before deploying agentic AI at scale. <\/span>\u00a0<\/span><\/p>\n Consumer Trust Remains Fragile<\/span><\/b>\u00a0<\/span><\/p>\n While 81% of CX leaders trust agentic AI with sensitive customer data, only 36% of consumers feel the same. This disconnect is sharper in higher stakes situations.\u00a0<\/span>\u00a0<\/span><\/p>\n Businesses show strong confidence in using agentic AI for critical customer functions: 74% of businesses say they\u2019re comfortable using the technology for billing, financial transactions and account security. Consumers, however, are much more hesitant: Only 35% are comfortable with agentic AI handling money transfers, 49% with resolving billing issues and 50% with updating personal information.<\/span>\u00a0<\/span><\/p>\n Still, the data reveals an important opportunity. More than half of consumers (58%) say they don\u2019t care whether their issue is resolved by a human or AI, as long as its handled quickly and completely.\u00a0<\/span>\u00a0<\/span><\/p>\n This signals that CX efficiency and effectiveness can overcome scepticism, but only when paired with transparency and accountability. To close the trust gap and innovate responsibly, organisations must scale in a consumer-centric way.<\/span><\/p>\n To learn more about the research findings, visit <\/span>genesys.com<\/span><\/a>\u00a0<\/span>\u00a0<\/span><\/p>\n Methodology: Genesys worked with an independent research firm to survey 4,000 consumers and 1,600 CX and IT decision-makers in more than 10 countries. The survey was conducted in June 2025. Among the business respondents, the industries represented were airlines, automotive, banking, government, healthcare, insurance, manufacturing, media and entertainment, professional services, retail, travel and hospitality, technology, telecommunications, and utilities.\u00a0<\/span>\u00a0<\/span><\/p>\n About Genesys<\/span><\/b>\u202f<\/span>\u00a0<\/span><\/p>\n Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud\u2122, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organisations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit <\/span>\u202f<\/span>www.genesys.com<\/span><\/a>.\u202f<\/span>\u00a0<\/span><\/p>\n \u202f<\/span>\u00a0<\/span><\/p>\n \u00a9 2025 Genesys. All rights reserved. Genesys, the Genesys logo and Genesys Cloud are trademarks, service marks and\/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.\u202f<\/span>\u00a0<\/span><\/p>\n Media Contacts<\/span><\/b>\u00a0<\/span><\/p>\n Sarah Logan<\/span>
\ncarlee.wendell@genesys.com<\/span><\/a>\u00a0<\/span><\/p>\n