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Contentsquare What's Next in CX

Is your digital experience ready for what comes next?

2027 Digital Customer Experience Trends

AI is at the center of the 2027 CX agenda, but it is not the whole story. We surveyed digital professionals worldwide to understand what they are prioritizing next, from agentic AI and automation to personalization, connected journeys, experimentation, and trust.

Get the report to see how priorities differ across industries and roles, and get expert perspectives, customer examples, and practical ideas to help shape your 2027 CX roadmap.

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Download the report

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What's inside

Explore the report to understand what 1,500+ digital professionals are prioritizing, how those priorities differ across industries and roles, and what it takes to turn AI ambition into measurable customer experience results.

  • The trends shaping CX in 2027

    See why AI and automation have pulled so far ahead, and how personalization, connected journeys, experimentation, and privacy are shaping the wider CX agenda.

  • Insights by industry and role

    Find out why Software is focusing on AI, why Retail is putting more emphasis on personalization, and how different teams frame the same opportunity in very different ways.

  • Practical guidance for what comes next

    Get expert perspectives, customer examples, and practical ideas to help shape your 2027 CX roadmap.
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The future is already knocking at our door. It’s the future of agentic commerce, where AI will connect human needs to product features better than we ever could alone

Marienza Benedetti - Electrolux

Marienza Benedetti

D2C Ecom Personalization & Growth Manager, Electrolux

 

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See how Contentsquare can help your team build better digital experiences

FAQs

What will I get from this report as a CX leader?

You’ll get a clear view of the digital customer experience trends shaping 2027, including why AI and automation have become the leading priority for CX teams. The report combines insights from 1,500+ CX leaders with expert perspectives, real-world examples, and practical recommendations to help you understand where agentic AI fits into your strategy.

Is the report relevant to my industry or role?

Yes. The report explores how CX priorities differ across industries including Retail, Software, Manufacturing, and Financial Services, as well as across functions such as UX and Design, Product, Marketing, Data, and Executive leadership. It helps you understand how organizations like yours are approaching AI, personalization, omnichannel experiences, and experimentation.

What will I be able to do differently after reading the report?

You’ll be able to identify the CX trends most relevant to your organization, evaluate your current AI maturity, and choose practical opportunities to move from experimentation to action. The report also includes a 2027 AI readiness checklist to help you improve data quality, standardize processes, establish governance, and connect customer insight to execution.

How can the report help me prioritize AI and automation opportunities?

The report shows where CX leaders are applying AI today, including search and discovery, commerce and conversion, internal productivity, and data analysis. It also offers a practical way to get started: choose one workflow, ensure your data and processes are ready, and use AI to accelerate insight and action rather than adopting it for its own sake.

Does the report include practical examples of how leading brands are using AI to improve CX?

Yes. The report features real-world examples from organizations including Optimum, Olaplex, Accor, Electrolux, and Bunq. These stories show how teams are using AI to improve conversion, personalize customer journeys, summarize session replays, accelerate design research, and make faster, more informed decisions.

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