ada CX just wrapped a global study with NewtonX — 2,000 consumers + 500 enterprise CX leaders — on how AI customer experience is actually being adopted, trusted, and measured. The takeaway: what companies measure ≠ what customers expect. Take a look and let us know which insights surprised you! And a plug for the marketing stars who brought this resource to life: you crushed it - it's clear how much thought and intentionality went into getting this right! Shout to the brilliant 🌟 Deidre Moore and team of creative/content geniuses Sarah Fox Evelynn Pine Paulina Morgan Deana Sdao, MA Ryan Burke Jess Thomson Kethan Poosarla Jeff Cotton Jeshua Read Daniela Velarde 🌟

The conversation around AI in customer service is super noisy and, in many cases, full of assumptions. My team and I decided to replace those assumptions with data. 2,500 consumers. 500 CX leaders. Three continents. And a lot of smart people doing great work. The result is a timely picture of where agentic CX stands today — and what it takes to evolve, mature, and ultimately lead. The Ada × NewtonX Agentic CX Report 2026 is here. 👇 https://lnkd.in/en4mKm8N

📊 Redefining Success in the AI Era Are we measuring what actually matters? For years, CSAT, AHT, and Service Level have defined performance. But in an AI-enabled 🤖 environment, leaders are asking tougher questions: • Are our metrics predictive — tied to revenue, retention, and loyalty? • Are we tracking what’s actionable… or just what’s easy? • How do operational KPIs connect to executive-level outcomes? • Is NPS still relevant? The tension is real: How do we measure true business value without losing operational clarity? This is just one of several critical issues senior executives across multiple industries will tackle April 12–15 in Ft. Lauderdale at Frost & Sullivan's 22nd Annual Customer Contact Executive MindXchange. 🚀 If redefining success is on your agenda, you’ll want to be in the room. https://lnkd.in/eAWYNveZ

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.

Here is the scoop from our 2026 State of CX report — including a leading factor in why insights often don't lead to action.