Liveops 2026 AI Maturity Benchmark for Customer Experience
Artificial intelligence continues to reshape customer experience, but enterprise leaders are sending a clear message: the future of CX isn’t AI alone. It’s a more deliberate combination of AI and human judgment.
To better understand how organizations are approaching AI in customer experience, Liveops in partnership with Ryan Strategic Advisory surveyed 815 enterprise executives with strategic decision-making authority over contact centers across global markets. The research examined three critical areas: current AI maturity in CX, preferred delivery models, and the barriers slowing AI transformation.
The
Liveops 2026 AI Maturity Benchmark research found that just 6% of CX leaders favor AI-only automation, while 73% say the strongest outcomes come from combining AI with human judgment. The top barriers? Change management and workforce readiness at 3.7/5, followed by data security at 3.6/5. Most companies still aren’t even close to fully autonomous customer service, despite how aggressively AI is being marketed.
- 61% of organizations are in the Walk or Run stages, using AI in live workflows with human review still in place
- Only 14% have reached Fly, where AI adapts and optimizes CX decisions in real time
- Change management and workforce readiness are the top barrier at 3.7/5, ahead of data security at 3.6 and internal alignment at 3.5
The findings point to a larger shift: AI adoption is accelerating much faster than organizational trust in automation.
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