2026 State of CX

Customer expectations are evolving rapidly as AI redefines how organizations deliver fast, personalized and empathetic experiences. Based on insights from more than 7,300 consumers, CX leaders and business decision-makers across 20+ countries, the 2026 State of Customer Experience report explores the trends shaping the future of customer engagement.

Discover why aging infrastructure has emerged as the top operational challenge, how AI is changing consumer expectations and what organizations can do to build a modern, AI-powered customer experience strategy.

Key Takeaways:

• Explore global trends shaping the future of customer experience
• Understand how AI is changing expectations for speed, personalization and empathy
• Learn why legacy infrastructure has become a leading operational challenge
• Discover strategies for building an AI-powered CX operating model
• Unify platforms, data and human-AI collaboration for better customer outcomes
• Prepare your organization for the evolving demands of the agentic era