CX Global Insights 2026: Unlock the Future of Customer Experience
Get the most comprehensive benchmark study on the market. Transform data into effective CX improvement and increase your Return on CX Investment (ROCXI).
29.05.26
This new wave of CX Global Insights, our flagship thought leadership study, covers more sectors and countries, introduces topics such as AI Delegation (exploring customers’ readiness to let AI assistants act on their behalf) and reveals trends and opportunities to elevate your Customer Experience.
70% of customers choose brands based on the expectation of good experience. Are you delivering on that promise?
Your Report: Choose the Strategic Scope for Your Organisation
Ideal for Tactical focusLocalBenchmark your sector * in 1 country€5,000+ VAT1 sector · 1 countrySector KPIs & diagnostics, including Forces of CXExecutive reportReserve Your Local Report
* Please note that not all sectors are covered in all countries.
Cross-industry competitive visionMultisector LocalAccess to all sectors * in 1 country€6,500+ VATAll sectors 1 countrySector-level KPIs & diagnostics, including Forces of CXExecutive reportCross-industryReserve Your Multisector Local Report
★ Most popularDeep regional benchmarkMultisectoral and Multi-CountryAll sectors * · Up to 5 countries€10,500+ VATUp to 5 countries coveredSector-level KPIs & diagnostics, including Forces of CXExecutive ReportCross-industryMarket comparisonsReserve Your Multisectoral and Multi-Country Report
Benefits and Deliveries: The Roadmap to Your CX Success
- Track CX trends
- Benchmark performance within and outside your sector*
- Use scientifically validated metrics and diagnostics
- Identify key drivers of CX excellence
- Improve customer centricity
- Forces of CX and other CX building blocks (service, employee, personalisation, omnichannel, ESG)
- Moments of Truth and Complaints Management
- Drivers of Brand Choice
- Customer perceptions about AI in CX
Global Coverage: Market Insights Connecting Your Country with the World
Comparable measurements sector by sector, country by country. The most comprehensive relational benchmark on the market, aligned with the leading global CX indices.
Over 85,000 interviews | 23 countries | 16 sectors *
23 Countries
16 Sectors *
Financial Services
Retail
Technology & Telecoms
Transportation
Others
Additional Customised Resources
Beyond the core findings and offerings of CX Global Insights 2026, we offer you a range of resources and services to support your CX journey:
Contact usto learn more about CX Global Insights 2026, and how we can help you transform your customer experience.
Methodological Framework: The Forces of CX
Ipsos’ framework that transforms random experience management into a leading, predictive and profitable operation. Each force is a quantifiable driver of NPS®, retention and share of wallet.
Ipsos: Your Strategic Partner in Customer Experience
Ipsos operates in 90 markets, delivering market intelligence to the world’s leading organisations. Our CX practice integrates proprietary methodologies with the technology platforms your organisation already uses.
Key Figures
Most Innovative Insights & Analytics Company by Greenbook’s GRIT Business & Innovation Report in 2025 for the third time in a row
Years of experience leading CX studies
Global market research company
XM Preferred Partner
We integrate platforms such as Medalliaand Qualtricsas enablers of operational agility, combining the power of Ipsos analytics with your CX technology stack.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter ScoreSM and Net Promoter SystemSMare service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
* Please note that not all sectors are covered in all countries.
