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99% of CX organizations now use automation in customer interactions, but only 23% say they are highly automated and consistently optimized using CX insights. The 2026 CallMiner CX Landscape Report reveals how intelligence-led automation can help organizations turn CX data into better customer outcomes, continuously improve automated experiences and determine where human expertise delivers the greatest value.
Although 99% of organizations use CX automation, fewer than one in four are highly automated and consistently optimize interactions with CX insights, exposing a clear gap between deploying automation and using customer intelligence to continuously improve experiences.
Sixty-eight percent say they do not use CX data to its full advantage. Only 30% effectively apply CX insights to improve automated interactions, while 22% use them to determine which customer interactions should be automated.
Ninety-five percent say human agents add more value than automation or AI in at least one interaction type. Organizations delivering the best automated experiences combine automation with human expertise where judgement, empathy and complex problem-solving matter most.
To develop the CX Landscape Report, CallMiner worked with Vanson Bourne to survey 700 senior decision makers from contact center and CX departments in the US, U.K. and Ireland, South Africa, France, and Germany. Respondents hailed from organizations that had a contact center with 100 or more employees across healthcare (public and private), financial services, technology, retail, and BPO sectors.
