AI Adoption in CX Nears 70%, Yet Only 2% of Programs Reach the Center of Excellence Standard, Forethought Report Finds

Third annual study finds that action-taking AI, purpose-built systems, and continuous feedback loops are the clearest markers of sustained improvement and business impact. Forethought AI Agents by Zendesk released the State of AI in CX Report, its third annual study of over 600 CX leaders and practitioners. AI adoption in customer experience has risen from 54% […]

Last updated Aug 13, 2026 by ATDb automated enrichment