USAN Reveals AI Adoption-Strategy Gap in Contact Centers

USAN released The State of AI in Customer Experience 2026, finding 98% AI adoption in enterprise contact centers but only 12% fully optimized, creating an 86-percentage-point technology-to-strategy gap. The report highlights a shift to agentic AI linked to a 61% rise in difficult agent interactions, notes infrastructure and governance shortfalls, and recommends integrated ecosystems and new metrics.