The State of CX in 2026 report, released by the CX Network in association with Genesys, is worth a read. The report presents and analyses what is happening to the trends, challenges, investment priorities, strategic aims, and customer behaviours that drive CX (customer experience).
Completed by 342 CX practitioners, service leaders, experience designers, analysts, and consultants, the report uses their insights to examine what agentic commerce means for practitioners and the key actions they must take to remain relevant; why consumers are meeting their own needs when it comes to quick and seamless CX; and how personal AI assistants could be undermining hard-won customer trust.
Major sections include insights on the trends shaping CX to 2030, understanding the customer of 2026, and the top challenges for CX in 2026.
During CX Network’s annual research it was found that almost one quarter (21%) of practitioners said customer service interactions have increased by 11-20 percent in the last 12 months. A further 12% reported an increase of 21-40 percent.Â
The main thrust of the report is that customer experience has entered the AI era, and organisations must adapt to a world where AI is increasingly influencing how customers discover, evaluate and buy products and services.Â
The link to the report can be found here.Â
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