Customer Experience Management (CXM) Services CXO Insights 2026: From AI Ambition to Scaled Execution

This Customer Experience Management (CXM) key priorities research is based on an annual survey that captures enterprise sentiment and key trends shaping the global sourcing industry. Entering 2026 with improved confidence in business performance, enterprises continue to take a disciplined approach to CXM investments, with spending expected to remain stable or increase moderately. This approach reflects a sustained focus on customer experiences while maintaining control over budgets.

In this environment, enterprises are reassessing how CXM value is delivered, with a growing preference for integrated service and technology partnerships that provide end-to-end accountability and stronger alignment with transformation goals. AI is emerging as a central strategic enabler, with organizations adopting layered approaches spanning process augmentation and foundational modernization. However, despite strong confidence in AI returns, legacy systems and change management challenges constrain scaling enterprise-wide impact.

In this report, we present insights from a study conducted with senior CX stakeholders from global enterprises. It examines business sentiment, investment priorities, AI adoption maturity, and CXM delivery strategies, along with evolving expectations from providers as enterprises look to move beyond operational efficiency toward enhanced customer experiences and broader value creation.