CX Global Insights 2026: Unlock the Future of Customer Experience
This new wave of CX Global Insights, our flagship thought leadership study, covers more sectors and countries, introduces topics such as AI Delegation (exploring customers' readiness to let AI assistants act on their behalf) and reveals trends and opportunities to elevate your Customer Experience.
70% of customers choose brands based on the expectation of good experience. Are you delivering on that promise?
(Source: CX Global Insights 2025)
Countdown to the worldwide launch of CX Global Insights 2026!
Your Report: Choose the Strategic Scope for Your Organisation
Ideal for Tactical Focus
Local
Benchmark your sector * in 1 country
€5,000
€3,500
+ VAT · Early Bird
- ✓ 1 sector · 1 country
- ✓ Sector KPIs & diagnostics, including Forces of CX
- ✓ Executive report
* Please note that not all sectors are covered in all countries.
Cross-Industry Competitive Vision
Multisector Local
Access to all sectors * in 1 country
€6,500
€5,000
+ VAT · Early Bird
- ✓ All sectors · 1 country
- ✓ Sector-level KPIs & diagnostics, including Forces of CX
- ✓ Executive report
- ✓ Cross-industry
Reserve Your Multisector Local Report
* Please note that not all sectors are covered in all countries.
★ Most popular
Deep Regional Benchmark
Multisectoral and Multi-Country
All sectors * · Up to 5 countries
€10,500
€9,000
+ VAT · Early Bird
- ✓ Up to 5 countries covered
- ✓ Sector-level KPIs & diagnostics, including Forces of CX
- ✓ Executive Report
- ✓ Cross-industry
- ✓ Market comparisons
Reserve Your Multisectoral and Multi-Country Report
* Please note that not all sectors are covered in all countries.
Benefits and Deliveries: The Roadmap to Your CX Success
Benefits
- Track CX trends
- Benchmark performance within and outside your sector*
- Benchmark performance with scientifically validated metrics and diagnostics
- Identify key drivers of CX excellence
- Improve customer centricity
Deliveries
- Forces of CX and other CX building blocks (service, employee, personalisation, omnichannel, ESG)
- Moments of Truth and Complaints Management
- Drivers of Brand Choice
- Customer perceptions about AI in CX
Global Coverage: Market Insights Connecting Your Country with the World
Comparable measurements sector by sector, country by country. The most comprehensive relational benchmark on the market, aligned with the leading global CX indices.
Over 85,000 interviews | 23 countries | 16 sectors
23 Countries
 Argentina |  Colombia |  Ireland |  Singapore |  United Kingdom |
 Australia |  France |  Italy |  Spain |  United States |
 Brazil |  Germany |  Mexico |  Thailand |  Vietnam |
 Canada |  Hong Kong S.A.R. China |  New Zealand |  Türkiye | |
 Chile |  Indonesia |  Peru |  UAE |
16 Sectors *
| Financial Services | Retail | Technology & Telecoms | Transportation | Others |
|---|---|---|---|---|
 Banks Insurers Motor Insurers Superannuation |  Supermarkets Online Retailers Petrol Stations Delivery Convenience Store |  Mobile Network Internet Services |  Automotive Airlines |  Electricity & Gas Hotel Hospitals |
Additional Customised Resources
Beyond the core findings and offerings of CX Global Insights 2026, we offer a range of resources and services to support your CX journey:
Custom Reports
Tailored reports focusing on specific sectors or markets to address your unique business needs.
Advanced Analytics
Leverage advanced analytics, including Key Driver Analysis (KDA) and text analytics, to gain deeper insights from your customer data.
Consulting and Advisory Services
Partner with our CX experts to develop and implement a winning CX strategy.
Interactive Workshops
Immerse your team in the insights and develop a tailored action plan for CX success.
Proprietary Survey
Re-run the study to get a robust view of your brand and key competitors.
Contact us to learn more about CX Global Insights 2026, and how we can help you transform your customer experience.
Methodological Framework: The Forces of CX
Ipsos' framework that transforms random experience management into a leading, predictive and profitable operation. Each force is a quantifiable driver of NPS®, retention and share of wallet.
Control
Empower customers with autonomy and clear options at every touchpoint.
Certainty
Reduce cognitive friction by delivering consistency and transparency.
Fair Treatment
Build relationships: fair treatment, honest pricing, empathetic resolution.
Enjoyment
Design memorable moments that generate positive emotional connection.
Belonging
Cultivate community and belonging beyond the product or service.
Status
Recognise and elevate customers with exclusive, differentiated benefits.
Ipsos: Your Strategic Partner in Customer Experience
Ipsos operates in 90 markets, delivering market intelligence to the world's leading organisations. Our CX practice integrates proprietary methodologies with the technology platforms your organisation already uses.
Key Figures
#1
Most Innovative Insights & Analytics Company by Greenbook's GRIT Business & Innovation Report in 2025 for the third time in a row
50+
Years of experience leading CX studies
#3
Global market research company
XM Preferred Partner
We integrate platforms such as Medallia and Qualtrics as enablers of operational agility, combining the power of Ipsos analytics with your CX technology stack.
Request Your Early Bird Access
Secure a €1,500 discount on your order by reserving your preferred packaged report before 29 June 2026!
★ Early Bird: Get your €1,500 discount by 29 June 2026
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.
* Please note that not all sectors are covered in all countries.
