Over the last few years, AI has rapidly changed from hypothetical to reality. As a result, AI has changed the way businesses operate. Today, organizations are no longer simply testing tools. AI has become thoroughly embedded in daily workflows, customer communications and business functions. The vast majority of organizations are well on their AI journeys. Just 12 percent of organizations remain in the AI-agent pilot stage. Almost a quarter have already deployed AI agents organization-wide.1
Consumers are embracing AI as well. More than half of American adults (61 percent) have used AI in the past six months. Additionally, nearly one in five say they rely on AI every day.2 Apps have emerged as a prime AI use case. Consumer time spent in AI-powered apps tripled in 2025. Eight of the 10 highest-grossing productivity apps in 2025 included generative AI capabilities.3
One important takeaway about AI adoption is that it spans all generations. Not surprisingly, Gen Z (ages 18-28) leads overall AI adoption. However, millennials (ages 29-44) report more daily usage than any other age group. Older consumers are adopting AI as well. Nearly half (45 percent) of Baby Boomers (ages 61-79) have used AI in the past six months. In fact, 11 percent say they use it daily. 2
Despite the surging prevalence of AI, there are some potential downsides. One example is consumer skepticism. For example, more than half of Gen Z once believed AI improves efficiency. That figure declined 10 percentage points in one year. Additionally, 39 percent say AI makes finding accurate information harder. Only 37 percent say it helps find accurate information.Forty-eight percent say the risks outweigh the benefits with AI. Only three percent trust fully AI-generated work. 4
Clearly AI is changing the way businesses and customers operate. However, it’s important for businesses to adequately prepare before jumping in too deep. Operational readiness is key to protect business integrity and consumer trust. Factors such as reliable data, connected processes, brand standards and review procedures should all be considered.
While AI offers many benefits, AI-generated or AI-informed communications can’t operate in a silo. Accurate data, sound strategy, production discipline and reliable delivery are necessary components of successful AI implementation. That’s where Matrix can help. Matrix empowers organizations as they execute communications across print and digital channels. This ensures that the technology supports the customer experience rather than becoming the experience.
To dive deeper into AI skepticism and its impact on customer communications, download our white paper “Are You Using AI to Communicate Better?” Contact us today to get started with a customer-centric AI communications strategy.
