Metrigy: Companies Value a Single Provider but Work With an Average of 12 AI Vendors
Companies have already answered the platform-or-specialist question, and the answer is "both," Metrigy's 2026 research shows.
What's happening
According to Metrigy's 2026 research, 57.2% of 626 companies see value in buying as many applications as possible from a single provider. In a separate study of 759 companies, CX stacks include an average of 12 vendors with AI capabilities.
Behind the number
Metrigy ran three separate studies: 626 companies in the third quarter, 759 companies in the second quarter and 428 companies, also in the third quarter.
Whose desk it lands on
The executive in charge of customer experience. Can you audit all of your AI vendors against the same criteria, whichever platform they come from?
Our view
The CX Brief's interpretation, not a claim made by the source.
Metrigy's "both" answer means that demand for a single provider and multi-vendor setups coexist. And the fact that 46.3% of companies plan to increase their number of AI vendors over the next 12 months shows this sprawl will not shrink on its own.
Source
Source:Metrigy·Sample: 626 companies (Contact Center & Beyond), 759 companies (AI’s Role in CX), 428 companies (CX Assurance)
Reported by: Metrigy·November 12, 2026
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