Report
The State of Customer Support and CX Operations in 2026
Based on insights from Director-, VP-, and C-level CS and CX Operations leaders across SaaS, IT, Retail, and Enterprise organizations.
CS and CX Operations leaders face budget pressure, AI implementation gaps, and growing performance expectations. This report reveals where in-house models fail — and how leading organizations are restructuring CX to deliver measurable results in 2026.
What You’ll Learn:
- Why AI is a top CX priority — but execution continues to fail
- Where in-house CX models break under cost and scale pressure
- How CS and CX Operations leaders are shifting focus from CSAT to revenue and retention
- Which operating models outperform others heading into 2026
- How CX can evolve from a support function into a strategic business driver
