What Business Leaders Are Prioritizing Heading Into 2026
2025 proved to be a pivotal year for business transformation. As AI integration accelerated and a historic wave of retirements took hold, organizations faced growing pressure to modernize systems, retain expertise, and realign people, processes, and technology.
Our study of 200 C-suite leaders across the U.S. reveals how organizations are entering 2026 — balancing AI adoption, workforce readiness, and customer experience transformation to stay competitive in a rapidly evolving landscape.
Key Insights from the Report
- 80% say AI has at least moderately shaped strategic decision-making
- 95% identify upskilling as a top priority — but only 36% feel “very confident” in their training effectiveness
- Nearly 40% expect up to 20% of their workforce to retire within the next 24 months
- Organizations report up to 82% improvement in retention tied to effective onboarding
- The top CX risks include technology failures (34%), loss of trust (28%), and talent gaps (21%)
How Customer Expectations Are Evolving
Customer expectations continue to rise as digital adoption accelerates. While new channels expand access, they also expose gaps between what customers need and what businesses deliver — making consistency and ease more critical than ever
Key Findings
- Nearly half of consumers report speaking with remote agents, and most say location does not impact resolution — yet many leaders still push for return-to-office models
- 93% of business leaders believe they make it easy for customers to resolve issues, but only 66% of customers agree — highlighting a persistent perception gap
- 92% of organizations plan to invest in additional training, with soft skills emerging as the top priority
- Speed continues to define experience — faster response and resolution times remain the strongest drivers of customer satisfaction
Download the Full Report
Explore the full findings, benchmarks, and strategic recommendations shaping the future of CX and business operations.
Why It Matters
Customer expectations have permanently shifted. Today’s customers expect fast, effortless experiences across every interaction — yet many organizations still struggle to deliver consistently.
Closing this gap is essential to reducing effort, improving satisfaction, and driving long-term loyalty. Organizations that align workforce strategy, technology, and experience design will be best positioned to compete.
