Research

The state of customer experience management, 2026

As part of the Experience Management Institute’s 2026 Customer Experience practitioner study, we asked CX practitioners from organizations with 1,000 or more employees about the composition and responsibilities of their CX programs, obstacles and risks to their success, and their adoption of AI-powered solutions.

In this report, you’ll learn

  • The 2026 breakdown of CX program maturity

  • Common elements of CX programs

  • The obstacles and risks to CX management success

  • Where CX programs are deploying AI
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