This report provides key insights for customer experience leaders to shape their AI agent strategy for 2026 and beyond. Within each trend, you will find real-life examples, technical resources, and customer stories to share with your teams for deeper learning.
These trends were identified using a blend of qualitative and quantitative data, including internal Google Cloud interviews with AI leaders, customer case studies, and insights from The ROI of AI in customer experience 2025 report (based on a global survey of 3,466 enterprise decision makers).
Key takeaways include:
- How AI agents are evolving from simple chatbots to systems that can understand goals and take action across workflows.
- Outlines on how organizations are applying AI agents to enhance employee productivity and automate business processes.
- Examining the shift toward more personalized, proactive customer experiences powered by AI.
- Key considerations such as data integration, security, and workforce upskilling needed to successfully adopt AI agents.