We’ve developed eight industry cuts of The CX Shift: A study of customer expectations in the AI era. Find out how each sector is improving or worsening CX.
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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)
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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.
Banking
Service reps struggle to deliver the personalized experiences customers demand
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Government
There’s a disconnect between how citizens want to engage and how agencies plan to serve them
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Healthcare
Patients are hungry for genuine empathy, but health systems are doubling down on automation
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Manufacturing
The manufacturing industry is lagging in AI confidence and CX sophistication
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Nonprofit
Nonprofit CX is at a breaking point: Supporters are defecting due to poor experiences
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Retail
Retailers are investing in AI agility when customers crave human connection
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Technology
Speed and self-service are obscuring a deeper problem: Customers don't feel emotionally valued
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Telecommunications
While pursuing AI efficiency gains, telecom leaders are missing a critical blind spot: empathy
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