'Caught in that tricky middle ground': Adobe highlights widening gap between consumers and businesses using agentic AI (www.techradar.com)

Adobe's recently released 2026 AI and Digital Trends Report highlights a stark divide between consumer and business perceptions of agentic AI. A survey of 3,000 executives and 4,000 consumers reveals that while 46% of consumers are open to AI interactions with brands, they prefer a human touch, as evidenced by 70% wanting AI interactions to feel human. This disconnect is significant as businesses prioritize cost and efficiency metrics, while consumers focus on trust, transparency, and fulfillment of their needs. Moreover, the report uncovers major challenges for businesses in scaling AI effectively, with 75% citing data integration and quality as significant barriers. Only 16% of companies have implemented organization-wide AI for customer support, indicating a cautious approach to adopting agentic AI technologies. Conversely, generative AI has been positively received, with 76% of respondents noting improvements in content ideation and production speed. As customer expectations evolve, Adobe emphasizes the need for brands to bridge this gap and deliver meaningful AI-driven experiences across all touchpoints.