Ipsos Releases 2026 Global Customer Experience Insights
Research firm Ipsos launched its CX Global Insights 2026 report on June 30, 2026, drawing on over 85,000 interviews across 23 countries. The study examines the drivers of customer experience and the role of AI.
Research firm Ipsos launched its CX Global Insights 2026 report on June 30, 2026, via an online webinar. The analysis is based on more than 85,000 customer interviews conducted across 23 countries and 16 sectors.
The report aims to help companies understand customer expectations versus reality in customer experience. Ipsos highlighted that 70% of customers select brands based on the expectation of a good experience, yet over half of customer interactions are reportedly negative or forgettable.
This year's iteration introduces new dimensions, including businesses' readiness for AI delegation and enhanced complaint resolution analysis. The goal is to provide companies with insights to support decision-making and demonstrate a clear Return on Customer Experience Investment (ROCXI).
During the event, Ipsos experts presented global benchmarks across industries and markets. They also explored key factors shaping customer relationships and assessed customer readiness for AI engagement. The insights are intended to offer actionable strategies for prioritizing improvements that drive business impact.