Enterprise enthusiasm for AI has outrun enterprise results. Stanford's 2026 AI Index reports that 88% of organizations used AI in 2025, yet adoption of AI agents stayed in the single digits across almost every business function. The distance between experimentation and value remains wide, and it is very visible and tangible in customer experience. There are two key points to consider when trying to understand why this gap exists. The first is organizational maturity on AI. Most companies are…