Overview
AI is no longer just a technology decision; it’s a leadership mandate. For today’s CX leaders, AI shapes how experiences are designed, how operations scale, and how trust is built in every interaction. It has moved well beyond efficiency to become the operating model for modern customer experience, one that executives are actively prioritizing. In fact, CCW Digital research shows 99% of organizations are maintaining or increasing their AI investments this year.
In partnership with NiCE, CCW Digital outlines the AI trends shaping CX in 2026, giving leaders a practical framework to move from experimentation to execution. The report explores how AI-first strategies connect data, intelligence, and action to drive predictable, measurable outcomes across the enterprise when grounded on a unified platform.
Gain insight into the high-impact AI use cases delivering ROI today, including intelligent workflow automation, AI-driven decisioning, and next-generation self-service. CCW Digital research highlights why 84% of organizations are prioritizing workflow automation, signaling a shift toward AI that doesn’t just assist work, but actively moves it forward.
The report brings these insights to life with a real-world case study, showing how organizations are reducing effort, improving performance, and delivering measurable business results with AI at the core.
Gain executive-level insight into:
- Where agentic AI delivers ROI, and where it breaks down
- How leaders orchestrate AI across systems, teams, and workflows
- Why automation without orchestration increases risk
- How AI-first strategies connect data, intelligence, and action across the enterprise
Lead the next era of CX with AI-first insights.
