Lead in the AI era with contextual intelligence
AI promised better CX, but 83% of consumers still believe experiences should be better than they are today. Discover why contextual intelligence is the missing link to your organization delivering smarter, faster, and more meaningful experiences.
83%
of CX leaders say that memory-rich AI agents are the key to truly personalized journeys.
85%
of CX leaders say customers will drop brands over unresolved issues—even on the first contact.
76%
of customers say they’d choose a company if they could drop text, images, and video into the same thread without restarting.
81%
of CX leaders say giving every employee the ability to ask questions will transform decision-making.
63%
of customers report that
their demand for greater transparency has risen
compared to just last year.
The 5 trends you need to know
Contextual intelligence isn’t just AI with a new name. It’s how you lead in the AI era. Discover how you deliver the personalized, seamless, and trustworthy experiences that customers now demand.
Trend 1
Memory-rich AI is fueling personalization
83%
of CX leaders say that memory-rich AI agents are the key to truly personalized customer journeys.
Trend 2
Customers demand instant resolutions
74%
of consumers say that due to AI they now expect customer service to be available 24/7.
Trend 3
Multi-modal support is redefining consistency
82%
of CX leaders say ignoring multimodal will leave them behind.
Trend 4
Promptable analytics unlocks better insights
82%
of leaders agree promptable analytics unlock insights in seconds that once took analysts weeks.
Trend 5
AI transparency is more important to customers
95%
of consumers expect an explanation from AI-made decisions.
Digital Event
Join the conversation on how to lead in the AI era
Hear from AI experts and CX leaders on how contextual intelligence is shaping the future of engagement, decision-making, and growth.
Dr. Ayesha Khanna
CEO of Addo AI
Industries
Industry reports
Explore industry reports for breakdowns on each trend, the impact it has on your sector, and what it means for your CX strategy in 2026.
Trends by industry
Retail
Financial services
Manufacturing
Trends by business size
Startups
Small and midsize businesses
