Execs In The Know's new 2026 CX Leaders Trends & Insights: Corporate Edition report shows that AI and self‑help adoption have become mainstream, but many organizations still lack balanced oversight across assisted and unassisted customer journeys. While digital and AI‑powered channels are growing, phone support remains dominant, and only a small share of leaders feel they deliver seamless multichannel experiences. The research concludes that the next phase of CX maturity will depend less on the volume of automation and more on strong governance and smooth channel integration.
PHOENIX, March 3, 2026 /PRNewswire-PRWeb/ -- Leading customer experience (CX) industry organization Execs In The Know is pleased to announce the public release of the all-new 2026 CX Leaders Trends & Insights: Corporate Edition report. The research reveals an industry in transition, where AI adoption has become mainstream, self-help solutions are scaling, and multichannel journeys are now the norm. However, the findings also highlight a growing imbalance in how organizations monitor and manage assisted versus unassisted customer journeys, underscoring the need for stronger governance, improved measurement, and greater channel parity.
As consumer use of AI-powered and self-help solutions continues to expand, CX leaders are increasingly focused on resolution, abandonment, and measurable ROI rather than containment alone. Although digital and AI-powered channels continue to grow, phone-based support still dominates a massive portion of contact volume, and many brands still struggle to deliver seamless experiences across blended journeys. The research suggests that the next phase of CX leadership will be defined not by how much automation exists, but by how intelligently it is governed and how seamlessly channels work together.
"AI is no longer experimental — it's operational," said Susan McDaniel, Co-Founder and COO of Execs In The Know. "But what this research makes clear is that adoption alone isn't enough. The brands that succeed will be those that simplify journeys and ensure automation complements — rather than replaces — live-assisted support."
Some of the most notable findings from this new research include:
- AI adoption within the contact center has more than doubled since 2022, with 67% of organizations now using AI, and another 24% planning to do so soon.
- Consumers are increasingly navigating multichannel journeys, yet only 11% of CX leaders feel their organization delivers a seamless experience.
- Self-help and AI-powered resolution are scaling, with 35% of brands now resolving 20–60% of total volume through self-help, up from just 13% in 2024.
The 2026 CX Leaders Trends & Insights: Corporate Edition report, along with the entire Execs In The Know CX research library, including past Consumer and Corporate Editions, is accessible on the CX Research portion of the Execs In The Know website.
About Execs In The Know
Execs In The Know brings together customer experience (CX) leaders from across industries in an effort to advance the conversation and set a new agenda for delivering amazing experiences for consumers. As a global community of the brightest minds in CX, Execs In The Know provides opportunities to learn, share, network, and engage to innovate. Operating under the motto, "Leaders Learning From Leaders," Execs In The Know facilitates many opportunities for community engagement, such as its bi-annual national Customer Response Summit and private, online community, Know It All "KIA." There are also exclusive, laser-focused engagements like industry briefings and executive roundtables. Execs In The Know also guides and informs the industry with a rich tapestry of CX-related content that includes CX Insight magazine, industry research, webinars, blogs, and much more. For more information, visit Execs In The Know's website.
Media Contact
Laurie Tomko, Execs In The Know, 1 8043631432, [email protected], ExecsInTheKnow.com
SOURCE Execs In The Know
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