The ROI of Gen AI and Agents 2026

Researchers at Omdia surveyed 2,050 professionals worldwide who are actually driving the strategy, rollout and optimization of AI systems. Their global research uncovered:

The rising ROI of gen AI — up 20% year over year
The key challenges that trouble even successful organizations
The early moves, and rising sentiment, around AI agents

The most common teams to deploy gen AI and agents are ITOps (62% of respondents), data analytics (59%), cybersecurity (53%), software development (50%) and customer service (49%). The top three drivers behind these deployments are:

Operational efficiency, cited by 51% as a top goal. And 88% of all respondents report material gains.
Better innovation, cited by 44% — with 83% of all respondents saying they’ve seen measurable improvement.
Upleveled CX, cited by 40% who sought better customer experience; 84% of all respondents say they’ve achieved it.

The full report dives into how key business and IT teams are using gen AI, and whether they’re finding success. (Spoiler: They are.)

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