Report

AI Is Everywhere. Customer Impact Isn’t.

In 2026, the difference won’t be who uses AI. It will be who operationalizes it to drive retention, expansion, and customer lifetime value.

AI is reshaping B2B Support faster than any prior shift. Leading Support organizations are already shifting toward something bigger.

Benchmark Your AI Maturity
That’s why we created the AI Maturity Model. Benchmark your
organization in this dynamic peer-to-peer study to see where you need to be on your path.

AI 2026 Predictions: What’s Coming
The next era of CX will be defined by a set of fundamental shifts:

  • The rise of AI-driven self-service as the default experience
  • A shift toward proactive, in-product resolution
  • The move from static knowledge to continuously learning systems
  • Increasing pressure to orchestrate workflows across teams and tools
  • A transition from fragmented AI tools to unified intelligence layers
  • Growing accountability for Support-driven revenue impact

AI alone won’t define the winners. Maturity will.

The 2026 AI Predictions and The AI Maturity Model for B2B CX benchmark are helping CCO’s and Support leaders like you with a clear path forward.

Unlock the full report