The State of Customer Experience 2026

New Insights

Of consumers

expect every organisation to match the best experience they have ever had.

Following surveys with 5800+ consumers and 1500+ CX leaders across multiple regions.

Of consumers

expect their information to carry across channels so they don’t have to repeat themselves… but 48% of companies do not pass data from virtual agents to human ones.

Of CX leaders

say a CX platform that integrates and interoperates with enterprise systems is critical to strategic CX goals.
Read full findings here!