Concentrix
Research

2026 Concentrix CX Capability Index

From Intent to Execution

What You’ll Learn

  • Why increased investment is not translating into higher levels of CX leadership
  • Why technology alone is not enough to create sustainable competitive advantage
  • The capabilities that separate CX Leaders from the crowded middle of the market
  • What organisations must do to keep pace with rapidly evolving customer expectations

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Customer experience has never been more important.

Across Australia and New Zealand, organisations are increasing CX investment and accelerating AI adoption. Yet despite record levels of commitment, fewer organisations are maintaining leadership positions.

The 2026 Concentrix CX Capability Index reveals a market entering a new phase. AI has moved into the mainstream, customer expectations continue to rise, and the benchmark for great CX is evolving faster than ever.

The organisations creating advantage are not necessarily those investing the most. They are the ones turning technology, data and customer insight into organisational capability.

Download the report to discover:

  • Why increased investment is not translating into higher levels of CX leadership
  • Why technology alone is not enough to create sustainable competitive advantage
  • The capabilities that separate CX Leaders from the crowded middle of the market
  • What organisations must do to keep pace with rapidly evolving customer expectations

About the Author

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Conversational AI is becoming the front door to customer experience
What the 2026 CX Capability Index Reveals About the Future of Customer Experience
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Here’s How Rest Saved 1,500 Advisor Hours and Created Simpler Member Experiences

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