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201 pieces in the archiveLast updated: October 27, 2026 at 07:00 AM (Istanbul)8 links in "What we read"

CX IN NUMBERS

25%the largest reduction achieved in after-call workCMSWire
74%the share of consumers who have had to repeat their information to an AI assistantTwilio
45%B2B buyers who use generative AI in their purchasing processCustomer Experience Magazine
82%female employees reporting a positive employee experience at organizations on the listGreat Place To Work
0.62%ChatGPT sessions as a share of Google organic search sessions, in a 100-site analysisMarie Haynes
94%interest in the discount season, PwC Türkiye surveyPwC Türkiye
80%The four retailers' share of responses to delivery, checkout, store pickup, returns, complaints and trust questionsBrandRank.AI
53%Surveyed contact centers that do not consider their data organized or centralized enough for AICMSWire
68%the share of participants who say the most effective influence is the kind people don't noticeForrester
$525Starting civil penalty for violators of the ruleCustomer Experience Magazine
More than 50%consumers who stop responding to direct surveysQuantum Metric
67%drop in the caregiving burden for municipal tasksCustomer Experience Magazine
82%of US B2C marketing executives expect to provide stronger justification for AI investmentForrester
80%Share of frontline workers at international companies that Gartner predicts will be supported by physical AI by 2030Gartner
$5.66 billionapproximate enterprise value Salesforce announced for BrazeSalesforce
80%Share of brands in Acxiom's survey that find it difficult to manage customer experience across multiple platforms, partners or providersAcxiom
2.6%Drop in the ACSI satisfaction score for U.S. federal services (68.6)ACSI
632%one-year growth in AI-referred visitsContentsquare
83%consumers who say they have had to explain their problem all over again, at least sometimes, after being transferred to an agentFive9
87%of customers want companies that use generative AI in customer service to offer the option of reaching a human agentGartner
65%Experts on the MIT Sloan panel who agree or strongly agree that the real test of responsible AI will be preserving human judgmentMIT Sloan Management Review
92%share of consumers who give an AI agent fewer than 10 minutes before escalating to a humanFive9
62%share of experiences leaders estimate they personalizeDeloitte Digital
30pre-built CRM skillsCustomer Experience Magazine
14in 14 of 15 categories, a higher share of women than men considered the leading brand indispensableMediaCat
More than 10%share of Britons who have stopped complaining altogether, according to TalkmobileTalkmobile

Calendar

October 27, 2026– October 28, 2026
CX Healthcare Exchange
Fort Lauderdale, USA · In person
October 27, 2026
Xperience on Tour Washington, D.C.
GenesysVendor event · Washington, USA · In person · Free
November 4, 2026
Customer Experience Forum
Frankfurt, Germany · In person
November 4, 2026– November 5, 2026
Service Summit
Düsseldorf, Germany · In person
November 5, 2026
Awards International: CX Vision 2035
Awards International · London, United Kingdom · In person · Paid
November 5, 2026
Xperience on Tour San Francisco
GenesysVendor event · San Francisco, USA · In person · Free
November 10, 2026– November 11, 2026
CEM Africa Summit — Johannesburg
Sandton, Johannesburg, South Africa · In person
November 11, 2026– November 12, 2026
Xperience APAC
GenesysVendor event · Sydney, Australia · In person · Paid
November 12, 202618:00 (Istanbul) · 10:00 AM ET
HBR Innovation Summit 2026
Harvard Business Review · Online · Paid
November 12, 2026
Medallia World Tour - Munich
MedalliaVendor event · In person
November 18, 2026– November 19, 2026
CXPA European Insight Exchange
London · Hybrid
February 24, 2027– February 25, 2027
CX USA Exchange
Fort Lauderdale, USA · In person
March 10, 2027– March 11, 2027
Customer Contact Week Australia & New Zealand
Sydney, Australia · In person
March 16, 2027– March 17, 2027
CX BFSI Exchange UK
London, UK · In person
March 17, 2027– March 18, 2027
succeet27 & CX Summit
Wiesbaden, Germany · In person
March 22, 2027– March 25, 2027
Adobe Summit 2027
Las Vegas, USA · In person
April 26, 2027
2027 CX Leaders Advance
CXPA · Toronto, Canada · In person
May 10, 2027– May 12, 2027
Customer Contact Week UK Summit
London, UK · In person
June 7, 2027– June 8, 2027
Forrester CX Forum EMEA
Amsterdam, Netherlands · In person
June 14, 2027– June 17, 2027
Customer Contact Week Las Vegas
Las Vegas, USA · In person

The events calendar is prepared in collaboration with Customer Institute.