Enterprise trust in generative AI (GenAI) is surging, according to Mindbreeze’s latest 2H 2025 GenAI Confidence Index Report, which highlights growing C-suite confidence and a newfound faith in vendors to deliver tangible operational results.
Confidence on the Rise
The report found enterprise confidence increased 5 percent from earlier in 2025, climbing from 72 percent to 77 percent overall. The C-suite remains the most bullish, with 82 percent expressing high confidence in GenAI at an industry level. Middle management, by contrast, still shows some hesitation, with 11 percent citing a lack of confidence.
Vendors Take the Spotlight
Perhaps the most notable shift is a 16 percent jump in trust toward external vendors’ ability to implement GenAI solutions effectively, rising from 62 percent to 78 percent. This spike signals that enterprises increasingly view outside expertise as the safer route to operational gains, offsetting lingering doubts about internal deployment capabilities.
Customer Service Leads Use Cases
Among departments poised to benefit from GenAI, customer service surged to the top, cited by 27 percent of respondents, up from 17 percent just six months ago. IT (19 percent) and marketing (11 percent) follow, with HR and sales at 9 percent each. The rise in customer service adoption reflects the ongoing push for AI-driven efficiencies in front-line operations.
Shifting Barriers to Adoption
The reasons companies hesitate to implement GenAI have shifted dramatically. Perceptions of “no clear benefit” dropped from 30 percent to 18 percent, while ROI concerns spiked from 15 percent to 33 percent, now the leading obstacle to adoption. This suggests enterprises are increasingly aware of GenAI’s potential but remain cautious about quantifiable returns.
Survey Snapshot
The 2H 2025 survey polled 689 U.S. and European managers and executives involved in strategic business decisions, from a broader sample of 9,350 respondents. Conducted between May 19 and July 18, 2025, the survey captures the evolving mindset of decision-makers at a pivotal moment in enterprise AI adoption.
The Mindbreeze GenAI Confidence Index offers a clear signal: trust in AI is climbing, vendors are essential allies, and customer service is the early battleground where GenAI is proving its value. As ROI concerns rise, enterprises will need precise metrics to justify broader rollouts—making vendor partnerships more critical than ever.
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