Genpact survey: agents in production, value capture lags

Summary

On November 12, Genpact released a report based on a 2026 survey of more than 2,000 executives across 17 industries. While 79% of respondents report AI agents in production, only 20% use them broadly and consistently across functions, and only 15% have fully tied AI investment to P&L outcomes. On average, 49% of AI initiatives funded in the past 24 months delivered the expected value, and just 9% have completed significant operating model transformation. Among organizations running agents, 92% kept their workforce the same size or grew it; all figures are self-reported.

Why it matters for our work

The survey's core finding is that agent adoption has become common while the harder work of redesigning how companies operate and measure value lags behind. For organization designers, it argues that running people and agents as one workforce is what separates leaders from the rest.

Translated from the Korean original. Summaries may be translated and edited. Commentary reflects our perspective; forecasts remain the source’s views.