Beyond the AI pilot: The 2026 CX Benchmark

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Behind the insights

Built from our largest customer service datasets available today.

1.2BSupport tickets

33,889Accounts

5Industries

3Defining trends

What you'll find inside

Understand the shifts shaping CX, benchmark your performance, and identify where to focus next

2026 customer support trends

An insider look at the major trends redefining AI, customer expectations, and modern support operations.

Global and industry benchmarks

Head-to-head comparisons of core support metrics, segmented by company size, region, and industry.

Proven execution playbook

Practical guidance from top-performing organizations on how to boost resolution rates, efficiency, and CSAT.

Key trends of 2026

Trend 1

AI is core infrastructure

Teams embedding AI into daily workflows are setting the pace—delivering faster responses and higher resolution rates.

Trend 1

61%

of teams have embedded AI into core infrastructure and key workflows

Trend 2

AI + humans is the winning model

The best customer experiences aren't fully automated. Top teams use AI for speed and volume, freeing agents to apply empathy and critical thinking where it counts.

Trend 2

69.4%

of teams say AI’s biggest impact is reducing agent workload

Trend 3

Omnichannel is the new standard

Multichannel support is table stakes. Customers expect a single, continuous conversation, where context follows them everywhere.

Trend 3

52.7%

of teams say good customer service plays a decisive role in winning customers over competitors