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If the public conversation around AI and work has felt overly simplistic, that’s because it usually is.
The dominant narrative has focused on one question: how many jobs will AI eliminate? But in customer experience, that framing misses what leaders are actually seeing inside their organizations.
Our new 2026 CX Workforce Report: The Rise of the Human & AI Hybrid Model takes a closer look at how work is actually changing across customer experience. Based on insights from 300 U.S. leaders across CX, support, operations, and IT, the report explores how AI is reshaping workflows, changing the role of human agents, creating new responsibilities, and redefining what operational readiness looks like.
A few findings stood out to us:
- Over 9 in 10 leaders say human-led interactions are becoming more complex
- 97% say AI has enabled redeployment into higher-value work
- 81% cite integration complexity as the top barrier to effective AI adoption
The story here is in fact not at all that AI is cutting jobs, but that AI is changing how work gets done. Some interactions are being automated, some are being supported by AI behind the scenes, some are being created entirely, and some remain firmly human-led because they require judgment, empathy, and nuance. At the same time, organizations are discovering that the next challenge is not whether to adopt AI. It’s whether they can operationalize it effectively.
In the report, we dig into:
- How the hybrid model is taking shape in CX
- Why human work is becoming more strategic
- What new roles and responsibilities are emerging
- Where AI is already delivering measurable value
- What’s getting in the way of effective scalability
If you’re thinking about how AI should change your customer experience strategy, workforce model, or operating approach, this report is for you.
Download the 2026 CX Workforce Report to see what leading organizations are learning about the rise of the human and AI hybrid model.
