Customer Experience Optimization: 2025-26

Authors: Robin Gareiss, CEO and Principal Analyst

With a never-ending set of technology options for interacting with customers, companies are continuously evaluating and changing their applications, services, and operational processes. This study evaluates how successful companies are optimizing their customer experience from both their own experience, and that of their end customers.

Data Segmentation, Across All Areas That Follow Below

As with all Metrigy research studies, clients can request correlations by the following:

• Data segmented by company size, global region, and industry
• Comparisons between Metrigy’s Research Success Group and non-success group. The Metrigy Success Group has higher-than-average and measurable business success because of the use of
• AI and other CX technologies
• Data correlations between two different data points

Topics covered:

• Success Metrics
• CX Transformation
• Customer Service
• CX Spending and Company Financials
• Leadership and Decision-Making
• AI Adoption for CX
• Contact Center Agents: Human vs. AI
• Agent & Supervisor Assist
• Agentic AI
• Analytics
• AI for CX Application Development
• Contact Center Architecture
• Platform Integration
• Staffing and Job Changes
• Proactive Outreach
• Customer Interaction Channels

Table of Contents

• About Metrigy & the Study
• Study Success Metrics
• CX Transformation
• Customer Service
• CX Spending and Company Financials
• Leadership and Decision-Making
• Staffing and Job Changes
• Benefits of AI in CX
• AI Adoption for CX
• Contact Center Agents: Human vs. AI
• Agent and Supervisor Assist
• Agentic AI
• Analytics
• AI for CX Application Development
• Contact Center Architecture
  • Platform Integration
• Proactive Outreach
• Customer Interaction Channels
• CX Assurance
• Demographics