The 2026 State of Customer Experience Report

Based on insights from 550+ CX practitioners, 1,500+ consumers, and benchmarks from 600+ enterprise programs, this report reveals:

• Where experience quality is plateauing, and why customers feel it first
• Why survey-centric CX programs are losing visibility and credibility
• Where insight-to-action breaks down across organizations
• How AI is reshaping expectations, trust, and tolerance
• What CX leaders are doing to prove value and earn executive priority

Download the report to see what it takes to compete on experience in 2026.