What keeps CX and EX leaders up at night?
In an era where AI dominates boardroom conversations, a surprising truth emerges: technology alone isn't the answer. Francisco Acuña Bachmann cuts through the hype:
CX Latam Leader, Ipsos
This insight anchors Ipsos' Global Voices of Experience 2026 study, the industry's comprehensive analysis of experience management, surveying 735 CX and EX professionals across 45 markets and 13 sectors worldwide.
The findings reveal a sobering reality: only 57% of organisations successfully deliver customer experiences aligned with their brand promise. Most operate at intermediate maturity levels, with 52% of CX programmes and 45% of EX initiatives still at the "practised" stage—highlighting vast untapped potential for transformation.
Looking ahead to 2026, the priorities tell a compelling story. While AI automation tops the agenda (35%), it's closely followed by the fundamentally human challenge of gaining deeper customer understanding (31%) and demonstrating ROI (30%). Despite the AI buzz, 86% of organisations remain in early adoption phases, confirming that strategic AI maturity is still nascent.
We aim for a human and digital hybrid, balance the innovation with AI with personal relationships through advisors and branches.
- Belgium | Banking
The Global Voices of Experience 2026 study diagnoses current challenges, forecasts emerging trends, and provides a roadmap for leaders navigating the delicate balance between technological scale and human depth.
