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USAN Annual Report 2026

The State
of AI in Customer Experience 2026

From Adoption to Strategy: The Human-Centric Evolution

The debate over AI adoption is over—98% of enterprises have already deployed it. But here's the uncomfortable truth: most organizations are drowning in disconnected tools, unclear metrics, and overwhelmed teams. The real challenge isn't whether to use AI. It's knowing how to make it actually work.

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Download the complete report and discover how to transform your fragmented AI tools into a cohesive strategy that delivers measurable business value.

By downloading, you agree to receive communications from USAN about customer experience solutions.

Cut Through the Complexity

This comprehensive report gives CX leaders a practical roadmap for moving from fragmented AI tools to integrated ecosystems where technology and human expertise work in harmony.

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The Reality Check

  • Why 98% adoption doesn't equal success
  • The true cost of the "AI tax"
  • What's actually working in 2026
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The Human Element

  • How AI is reshaping agent roles
  • Why empathy is now a premium skill
  • Making human-AI collaboration work
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The Path Forward

  • Building data foundations that don't crumble
  • Implementation strategies that deliver ROI
  • Preparing for regulatory changes ahead

The Guide Every Customer Experience
and Contact Center Leader Needs

This report is for you if:

  • You've invested heavily in AI but struggle to show clear ROI

  • Your team is overwhelmed by disconnected tools and dashboards

  • You're tired of "AI washing" and want practical guidance

  • You need to justify technology investments in today's economic climate

  • You're committed to customer experience that puts humans first

  • You want to turn your contact center from cost center to strategic asset

Download the report

30 Pages of Research-Backed Insights

98%

AI Adoption Rate

But only 12% fully optimized

52%

of Self-Service Fails

Leading to frustrated customers and agents

78%

Believe in Hybrid Future

Balancing automation with human expertise

Drawing from industry research across McKinsey, Gartner, Forrester, and more, this report synthesizes the latest data into actionable strategies. No fluff. No vendor hype. Just the insights you need to build AI systems that actually work.

What’s inside

  • • The AI Reality Check
  • • Customer Expectations in the AI Era
  • • The Human Side of AI
  • • The Data Foundation
  • • Implementation Playbook
  • • The Path Forward
  • • USAN Point of View
Download PDF
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Human-Centered AI

At USAN, we believe technology should serve the human experience, not replace it. This report reflects our philosophy: strategic implementation over flashy features. Real problem-solving over deflection tactics. Sustainable transformation over short-term gains.

We've spent decades helping enterprises navigate technology shifts. The AI revolution is no different—it requires the same discipline, the same focus on fundamentals, and the same commitment to the people on both sides of every customer interaction.

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Ready to Move From Adoption
to Strategy?

Join the CX leaders who are building integrated AI ecosystems that deliver real business value.