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Gartner® Customer Insights 2026: Align GenAI investments with new customer behaviors.

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August 17, 2026 • 1 mins

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Consumers are no longer only asking questions of AI. They’re using it to act. To book reservations, to resolve problems, and to make decisions. They expect the same efficiency from companies’ customer experience (CX) programs.

The Gartner® Customer Insights 2026: Align GenAI investments with new customer behaviors research we believe outlines just how necessary it is for companies to be building agentic capabilities into their customer journeys, not only to stay on top of technology trends but to deliver on the expectations most customers have today. 

Read the research here.

Gartner, Customer Insights 2026: Align GenAI Investments With New Customer Behaviors, Eric Keller, 9 June 2026

Gartner is a trademark of Gartner, Inc. and/or its affiliates.

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