Key facts
- A global survey of 815 enterprise CX leaders was conducted by TELUS Digital and Ryan Strategic Advisory.
- The leading approach across major CX functions is human agents assisted by AI.
- Most organizations lack the tools to assess and improve AI performance.
- The findings highlight an AI performance gap in enterprise customer experience (CX).
A new global survey of 815 enterprise CX leaders, commissioned by TELUS Digital and conducted by Ryan Strategic Advisory, reveals a significant performance gap in Artificial Intelligence (AI) within Customer Experience (CX) functions for 2026. The research indicates that while the predominant strategy across major CX functions involves human agents augmented by AI, a majority of organizations are ill-equipped with the necessary tools to effectively assess and enhance the performance of these AI systems. This finding points to a widespread challenge in optimizing AI's contribution to customer interactions and overall CX strategy.