New Research on AI for CX: What Consumers Want, What Enterprises Prioritize and Where the Gap is Growing
Drawing on Ada's global 2026 survey, this session explores how expectations for AI-powered CX are evolving and how organizations are navigating a rapidly maturing category.
CMOAda
Senior Client Partnership ManagerNewtonX
Senior Director, Customer SuccessAda
You've made decisions about your AI customer service strategy. You've probably made assumptions about what your customers are willing to accept, what frustrates them and when they want a human instead.
Ada ran the research to find out. And the findings are about to test those assumptions.
Early data shows customers care far more about speed and resolution than empathy or human-likeness. Most teams are optimizing for the wrong thing. And that's just one finding.
On March 26th, Ada and NewtonX are releasing the full picture from a 2026 study of 2,000 consumers and CX leaders.
What you'll find out:
- What customers actually care about when dealing with AI (it's probably not what's on your roadmap)
- The moment customers lose patience and demand a human, and what that means for how you design escalations
- How your peers are measuring AI success and where most of them are getting it wrong
- Where you stand in the maturity curve and the fastest ways to close the gap
You'll leave knowing exactly where you stand and what to prioritize next. Your customers already know what they want. Now you will too.
