Enterprise CX AI: 2026 Global survey
New research from Ryan Strategic Advisory and TELUS Digital shows just how embedded AI has become across enterprise CX. There is no going back. But there is a better way forward.
Enterprises have deployed AI across the customer experience — onboarding, support, billing, retention, complaints. The question is no longer whether to adopt AI in CX. It is whether the foundations are in place to make it perform.
This global survey of 815 enterprise CX leaders by Ryan Strategic Advisory reveals the current state of CX AI in 2026. It covers where enterprises stand today, what they are building next and where the distance between intention and reality is greatest.
Access the report to see where you stand and what the path from deployed to optimized looks like.
This report includes:
- Fresh global research: 815 enterprise executives surveyed in Q1 2026 across 12 markets in North America, Europe and Asia-Pacific, representing 19 industry verticals and organizations with annual revenues ranging from $10M to over $5B.
- Investment priorities and planned AI capabilities: What CX leaders say they are trying to achieve, what they are planning to build and where planned investment is outpacing current deployment.
- What comes next: An introduction to the CX Strategy Assessment (CXSA) and how enterprises are benefitting from our approach to build a clear path to AI performance.
Adoption of AI-powered solutions in CX has moved fast but enterprises haven’t caught up to optimizing it quite yet. The companies that will get a real return on their AI spend will be the ones that recognize that closing this gap is what turns AI deployment into performance.
Three reasons to read the report
- 1
Find out if you are ahead of your peers or behind them
Data from 815 enterprise CX leaders shows exactly where the market stands on CX AI in 2026. See how your approach compares.
- 2
Find out if your AI spend is going to the right places
Most enterprises are investing heavily in CX AI. This report shows where the money is going, where it is not and what that means for performance.
- 3
Find out what it takes to move from deployed to optimized
Deployment is the easier part. This report shows what the enterprises getting real results are building — and where to start if you are not there yet.
