The 2026 State of Enterprise Customer AI
Only 5% of companies are capturing real value from AI. This report breaks down why, and what it means for the leaders building Customer AI programs inside the enterprise.
The 5% Problem
Three independent studies, McKinsey, BCG, and MIT, all land on the same number: only about 5% of companies see AI show up on the P&L. The rest are spending and waiting.
Cost Is the Wrong Target
Most companies point AI at efficiency. The ones actually capturing value point it at growth instead, and the compounding difference gets larger every quarter.
Culture, Not Technology, Is the Barrier
70% of what makes AI projects hard is people and process, not algorithms. The report breaks down exactly what’s standing in the way, and five frameworks for getting past it.
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