Liveops 2026 AI Maturity Benchmark for Customer Experience

This report presents the findings of the Liveops 2026 AI Maturity Benchmark for Customer Experience, which is based on a survey of 815 enterprise executives with decision-making authority over contact centers. The research focuses on the current state of AI maturity in customer experience (CX), preferred delivery models, and the barriers to AI transformation. The survey reveals that AI maturity is uneven across industries, with sectors like Gaming and FinTech advancing more rapidly than others such as Public Sector and Pharmaceuticals. A hybrid model combining AI and human judgment is preferred by 73% of respondents, while 61% are in the Walk or Run stages of AI maturity. The report highlights that the primary barriers to AI implementation have shifted from capability to execution, with change management and workforce readiness being the top-rated challenges. The findings provide a benchmark for organizations to assess their AI maturity and inform their CX strategies.