The State of Business Operations & CX - Gated
Connecting Strategy, Operations, and Customer Experience
The State of business operations & Cx
What Business Leaders Are Carrying Into 2026 Across Operations and CX
With workforce disruptions, financial constraints, and artificial intelligence reshaping industries, 2025 is testing how ready organizations truly are to transform operations and customer experience at the same time.
A historic wave of retirements is adding pressure, making it harder to retain institutional knowledge while evolving systems, roles, and responsibilities.
We surveyed 200 C-suite executives across the United States to understand how leaders are navigating today’s challenges, what strategies are working, and where transformation efforts are stalling.
The goal was simple, understand how companies plan to stay relevant, grow market share, and remain competitive as they transform people, processes, and technology together.
What you’ll get from this report
- A clear view of how and where companies are implementing AI.
- Common challenges with AI adoption, and how to avoid the most frequent pitfalls.
- How AI is reshaping operating models, org structures, job roles, and the customer experience, and how leaders are managing the change.
- How organizations are approaching reskilling and upskilling, and what makes programs stick.
- Why many companies are retooling onboarding and new hire training to build capability.
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