2026 State of CX: Where AI Is Working, Where It’s Stalling and What to Do Next
New Genesys research on what 5,811 consumers expect and where 1,560 CX leaders are getting stuck
CX teams are being asked to scale AI fast, often on systems that weren’t built for it. Meanwhile, customers have less patience than ever for repeating themselves or getting stuck with a bot.
This report breaks down where the gaps are and what to prioritize next.
What you’ll get:
- Five recommendations for a new CX operating model, from unifying your platform to deciding where AI handles volume and where humans step in.
- A ranked look at CX leaders’ top priorities and AI challenges, so you can see how your roadmap compares with your peers’.
- What drives customers away, including the bot-to-human handoff failure that makes one in five want to quit the brand entirely.
- Why aging infrastructure just became the #1 operational challenge, and what that means for your AI plans.
- What the move to agentic AI looks like, including how CX leaders expect the human-AI workforce to change over the next three years.
Download the report and see where your team stands.
