The state of agentic AI in CX.

AI adoption is nearly universal in CX, yet most brands can’t translate that activity into measurable business value. This benchmark report, based on a global survey of 250 CX and AI leaders, highlights the critical capability separating leading teams from the rest: orchestration.

Deploying more AI doesn’t automatically drive better customer outcomes. While 81% of organizations are piloting or have deployed autonomous or generative AI, only 15% have the cross-system orchestration to resolve issues end to end. The rest pay a fragmentation tax in stalled customer journeys, wasted agent time, and unrealized ROI. This benchmark provides a roadmap to close that gap.

What the benchmark reveals:

• More AI doesn’t translate to ROI: 81% of organizations use AI in CX; only 5% of companies can clearly quantify and report its impact on business outcomes.

• There’s an advantage to AI orchestration: CXA Leaders are 4x more likely to report major CSAT and NPS gains than their peers.

• Routing isn’t resolving: Leading brands are moving from simply routing tasks to autonomously resolving over 40% of customer issues with orchestration.

Plus, get actionable guidance to help identify your current stage of customer experience automation maturity and step-by-step strategies to advance your capabilities.