The State of AI in CX, 2026.
The benchmarks, deployment patterns, and ROI data we have gathered across 200+ enterprise AI-CX programs — distilled into a 96-page playbook for operators.
Six chapters. One operator-grade view of the market.
Built from anonymized program data, vendor interviews, and the AiCX team's own production deployments.
Where AI is actually deployed in CX today
A category-by-category breakdown across voice, chat, agent assist, QA, knowledge, and back-office.
What separates the top quartile
Operating-model patterns shared by the leaders — and what the laggards consistently get wrong.
Real ROI: cost, revenue, and risk
Anonymized financial outcomes from 200+ programs, with the methodology behind each metric.
The 2026 reference architecture
How model routing, intelligent BPM, and human-in-the-loop combine in modern AiCX deployments.
Compliance and governance benchmarks
How enterprises are operationalizing AI policy across HIPAA, PCI, SOC 2, and GDPR contexts.
Outlook 2027
The five shifts our operators expect to see in the next twelve months — and what to do about each.
Get the full report.
Free for enterprise teams. No sales call required to download — but we're happy to walk you through it if that's useful.
Want the data tailored to your industry?
We can run a private benchmarking session against your peer set under NDA.