Ipsos to Release 2026 Customer Experience Insights Report

Research firm Ipsos is set to release its CX Global Insights 2026 report, focusing on the evolution of customer experience (CX). The report serves as a comprehensive benchmark study, analyzing trends across 23 countries and 16 distinct industry sectors.

The new study expands upon previous years' research, introducing new topics such as customer readiness for AI delegation in customer service. Ipsos highlights that 70% of customers select brands based on the expectation of a positive experience.

The CX Global Insights 2026 research is based on over 85,000 interviews. It aims to provide companies with actionable insights to improve customer experience and increase their Return on CX Investment (ROCXI). The report will cover drivers of CX, including service interactions, employee roles, personalization, and customer perceptions of AI in service.

Ipsos offers various report packages, ranging from single-country and single-sector analysis to multi-country and multi-sector comparative visions. Businesses can utilize this data to track CX trends, benchmark their performance against competitors, and identify key drivers for enhancing customer engagement and loyalty.