Global Customer Experience Excellence (CEE) 2025-2026

Total Experience:

Redefining excellence in the age of agentic AI

Customer expectations are accelerating faster than companies can adapt. They now demand seamless, anticipatory, and personalized interactions across every channel and every moment of engagement.

This year’s Global Customer Experience Excellence (CEE) research highlights how leading organizations are responding. Drawing on a global sample of over 80,000 consumers, the findings show that organizations are moving beyond reactive service to orchestrate proactive, predictive experience powered by agentic AI.

At the core of this shift is Total Experience, aligning customer, employee, partner, and ecosystem interaction around outcomes that build loyalty, advocacy, and growth.

Peter Van den Spiegel

Partner, Head of Lighthouse | Advisory

KPMG in Belgium

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Key insights from this year’s report

Customer experience is undergoing a profound transformation

It is moving from experimentation to execution, influencing how customer decisions are made and how employees deliver outcomes in real time.

Total Experience is the new standard

Leading organizations are unifying customer, employee, partner, and ecosystem interactions into one adaptive model of engagement.

Excellence drives growth and resilience

Organizations investing in trust, personalization, and integration are outperforming peers, while laggards risk widening the gap.

Sector performance highlighted

Customer experience and performance often varies by sector

This year’s results highlight both progress and ongoing challenges:

Retail outperforms the global average by 2.4%, showing that operational efficiency and ease directly translate into stronger advocacy.
Banking improved in empathy (+1.4%) and expectations (+1.3%), demonstrating progress in building emotional trust with customers.
Utilities rose by 2.2%, driven by gains in integrity and empathy, though gaps in time and effort remain.
Healthcare stands out with empathy (+3.4%) and resolution (+1.1%), reinforcing its position as a benchmark for trust-based service.
Public sector continues to lag, scoring 9.4% below the global average, underlining the urgent need to reimagine personalization at scale.

Explore detailed sector insights in the full report. Discover the full story behind these insights and explore what it takes to deliver Total Experience at scale.