2026 State of Customer Experience
Global Insights for CX in the Agentic Era
As customer experience (CX) rapidly evolves along with new AI advancements, consumer expectations — already high — continue to rise. Consumers’ use of artificial intelligence (AI) in their personal and professional lives is resetting expectations for speed, personalisation and efficiency. When it comes to service, customers expect personalised, empathetic and effective experiences that address their concerns.
To meet this demand, CX organisations are investing in AI and making significant progress in improving the experiences they deliver. Yet scaling AI projects to production and measuring impact continue to be challenging. Organisations are making progress towards orchestrating experiences across the customer journey. Those that aren’t yet in the cloud or haven’t fully embraced an intelligent AI-powered platform are struggling to deliver the experiences that consumers crave.
This fifth edition of “The State of Customer Experience” is based on global surveys of 5,811 consumers and 1,560 CX and business leaders. It reveals the factors shaping consumer expectations; where CX leaders are investing; and how they’re approaching the challenges of the agentic era. Based on data from our survey, this report delivers critical insights to help businesses confidently plan for the future.
Download now to learn the key takeaways from our research.
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