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.
Scoring Rationale
Survey provides timely, industry-relevant adoption metrics but is single-source vendor research with potential PR framing.
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Sources
- Read OriginalUSAN: Research Reveals 98% AI Adoption in Contact Centers, but Only 12% of Enterprises Have Fully Optimized Strategyprweb.com
