2026 State of Customer Experience

AI is redefining customer experience by raising expectations for faster, more personalized and empathetic interactions. Based on insights from thousands of consumers and business leaders worldwide, the 2026 State of Customer Experience report explores the trends shaping the future of CX and provides practical guidance for building an AI-powered operating model.

Key topics include:

• Exploring global customer experience trends
• Understanding AI-driven consumer expectations
• Addressing aging CX infrastructure
• Building an AI-powered CX operating model
• Unifying platforms, data and human-AI workforces
• Improving personalization and operational efficiency
• Preparing for the agentic AI era

Download this report to learn how organizations can modernize customer experience and build AI-powered operations for the future.