The State of AI in Customer Experience 2026

Author: Robin Gareiss, CEO and Principal Analyst

Not available for licensing.

How AI, Human Talent, and Unified Platforms are Delivering Measurable ROI

When used strategically in customer interactions, AI is driving success across multiple metrics for companies, according to Metrigy’s AI and CX global research studies with both consumers and IT/CX leaders. Not only does AI help humans perform faster and with more personalization, it also solves problems autonomously. More importantly, AI is delivering the analytics needed to continuously improve every business metric

Table of Contents

• The Value of AI and Unified Platforms
• Growing Investments Drive Positive Return on AI Investments
• The Rise of Agentic AI
• AI Agent Assist Empowers Agents With Context, Suggestions
• AI’s Role in Supercharging Supervisor Productivity
• AI and Human Agents: Finding the Best Balance
• Behind the Scenes
• Interaction Analytics Deliver Crucial Insight
• AI Helps to Perfect Proactive and Personalized Outreach
• Consumer Preferences for AI in CX
• Recommendations