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Published on 15 July 2026

Resetting AI Adoption in Customer Operations: From Tools to Capability

In 2026, most organisations are still deciding where AI fits, rather than redesigning how work, insight and resource decisions are made. We are experimenting with tools, but we have not yet embedded AI as a true operational capability. That distinction matters. Because what we choose to automate, what we choose to augment, and what we choose to leave to human judgement will shape not just productivity, but culture, skills and decision-making for years to come.

Our recent Benchmarking survey confirms what many leaders intuitively feel: AI is now firmly on the agenda, but most organisations are still early in the journey. Across all use cases, the dominant status is “Exploring” (33%), followed by “Out of Scope” (23%) and “I don’t know” (22%). Only 12% are actively implementing AI and just 11% describe their use as established. Adoption is cautious and uneven, not yet embedded at scale.