62% Plan Agentic Customer Engagement, but Only 39% Have a Shared Data Platform Ready
Adobe identifies a gap between AI ambitions and data readiness.
Image: Adobe Customer Engagement Digital Trends · original publication Image source ↗
What happened
Adobe reports that 62% of companies plan to use agentic AI for conversational customer engagement within 18 months, while only 39% have a shared customer data platform ready for a large-scale rollout.
What changes
The challenge extends beyond the model to identity, permissions, data quality and availability.
Why it matters
An agent using incomplete information can repeat incorrect decisions at scale.
Implications for businesses
Before granting an agent autonomy, a U.S. business should define its authoritative customer record, the systems the agent may update and which information is reliable.
Un Rino’s take
A capable model does not fix fragmented data architecture. Reliable actions require a consistent and governed information foundation.
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