The State of the Contact Center in 2026

Balancing AI Innovation with Human Connection to Reimagine Customer Experience ICMI conducted the survey in August and September 2025 via emailed invitations to respondents residing in the U.S., Canada, the U.K. and Australia. The survey queried senior customer service and contact center professionals from organizations across 30 industry sectors about the state of their contact center operations. ICMI research was responsible for all survey design, administration, data collection and analysis. These procedures were carried out in strict accordance with standard market research practices and existing U.S. privacy laws. Download now to learn more and understand the key findings!