How Forward-Thinking Operations Leaders Are Managing AI Agent Risk While Driving Customer Experience Transformation

Operational transformation without risk management is an operational disaster. Master the balance between AI-driven efficiency and enterprise compliance with critical insights from exclusive new research conducted by Forrester Consulting, commissioned by Meta.

58% of enterprise leaders surveyed cite risk of inaccurate AI outputs as a top concern in customer communications, while 69% report that customer privacy and ethical concerns are actively slowing operational progress. For operations leaders, the challenge is complex: How do you harness AI agents to drive automation while maintaining the risk controls and compliance standards your organization requires?

Operations and compliance leaders who establish proper governance frameworks, traceability systems, and “align by design” approaches are building the foundation today for measurable improvements in process efficiency and service delivery quality tomorrow.

Get insights from a survey of 598 enterprise executives to inform your operational transformation strategy and risk management protocols for AI agent deployment in customer communications.

Download the 2025 thought leadership paper, Master Your GenAI Strategy to Accelerate AI Agent Impact in the Enterprise, for key findings to help you deliver AI-powered service excellence with safety and compliance in mind.

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