Report
The State of Customer Experience 2026
Original OttoCall research from 4,200+ CX leaders across 38 countries — AI adoption, WhatsApp commerce, contact-center automation and CSAT benchmarks.
What you get
- 78% of teams now use AI in the contact center
- WhatsApp overtook email as #1 support channel in 41 markets
- Median FCR climbed to 74% (+7pt YoY)
- AI-augmented agents handle 2.3x more tickets
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