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Deployed but Not Optimized: TELUS Digital and Ryan Strategic Advisory Reveal the AI Performance Gap in Enterprise CX for 2026
Deployed but Not Optimized: TELUS Digital and Ryan Strategic Advisory Reveal the AI Performance Gap in Enterprise CX for
About this update from Telus Corporation
New global survey of 815 enterprise CX leaders finds the leading approach across every major CX function is human agents assisted by AI, but most organizations lack the tools to assess and improve AI performance VANCOUVER, BC, June 3, 2026 /PRNewswire/ - New research commissioned by TELUS Digital and conducted by global consultancy firm, Ryan Strategic Advisory, reveals that across every major customer-facing function, from onboarding and technical support to billing and complaints, the majority of enterprises now rely on human agents assisted by AI. However, only 32% of enterprises surveyed currently use AI-powered quality assurance (QA) and coaching tools, meaning the majority of organizations adopting AI-assisted customer experience (CX) do not have the automated infrastructure in place to effectively monitor AI performance and feed insights back into ongoing improvement. This loop can help give organizations the visibility to connect AI investment to the customer and business outcomes they want to drive.TELUS Digital, a global technology service provider specializing in AI-powered digital customer experiences (CX) and future-focused digital transformations, today released the full findings in the report Enterprise CX AI: 2026 Global Survey, an international study of 815 enterprise CX decision-makers from organizations that operate contact centers. The survey was conducted in Q1 2026 across 12 countries and 19 industry verticals spanning financial services, telecommunications, healthcare, retail and technology.Respondents were asked a number of questions in the survey, including "Which best describes your organization's approach to CX?" across six major customer-facing functions: technical support, customer retention/winback, customer onboarding, revenue generation/growth, complaint management and billing/payments. Respondents had the option to choose all approaches that apply. The four available options were: human agents with no AI, basic automation and self-serve, human agents assisted by AI, and fully autonomous agentic AI. In every function surveyed, human agents assisted by AI ranked as the most-cited approach:Technical support: 61% of respondentsCustomer retention/winback: 61%Customer onboarding: 60%Revenue generation/growth: 58%Complaint management: 54%Billing/payments: 51%When asked "Which AI technologies and tools are you curr...