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July 23, 2026 1 min The CX Shift 2026: Industry insights  Your guide to industry-specific insights on the impact of AI in customer experience (CX) CRM Research
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ServiceNow is committed to helping organizations understand how their peers are using AI to address the widening rift between customer expectations and experiences. As part of that, we’ve developed eight industry-specific cuts of  The CX Shift: A study of customer expectations in the AI era. Each industry report reveals how that sector is improving, or worsening, CX as businesses adopt AI.  
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Banking Service reps struggle to deliver the personalized experiences customers demand Download report Video CTA
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Government There’s a disconnect between how citizens want to engage and how agencies plan to serve them Download report Video CTA
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Healthcare Patients are hungry for genuine empathy, but health systems are doubling down on automation Download report Video CTA
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Manufacturing The manufacturing industry is lagging in AI confidence and CX sophistication Download report Video CTA
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Nonprofit Nonprofit CX is at a breaking point: Supporters are defecting due to poor experiences Download report Video CTA
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Retail Retailers are investing in AI agility when customers crave human connection Download report Video CTA
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Technology Speed and self-service are obscuring a deeper problem: Customers don't feel emotionally valued Download report Video CTA
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Telecommunications While pursuing AI efficiency gains, telecom leaders are missing a critical blind spot: empathy Download report Video CTA
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