The State of Digital Customer Experience 2026
- Customer experience has become a business imperative
- Where customer journeys still break down
- What customers expect today
- AI is reshaping the customer experience
- Balancing great experiences with trust and compliance
- Industry spotlights
- What leading organizations are doing differently
- The next generation of customer experience
Customer experience has become a critical competitive differentiator in digital agreement workflows. In a survey of 100 U.S. senior business leaders responsible for digital customer experiences, 81% identified improving customer experience as a top organizational priority. Yet friction remains widespread. Forty percent report abandonment rates of greater than 10% for digital agreement or form processes before completion.
Customers increasingly expect digital interactions to be fast, intuitive, secure, and easy to complete. Leading organizations are responding by connecting workflows, automating repetitive tasks, and applying AI where it can deliver tangible improvements. AI-assisted forms reduce errors, summaries and conversational Q&A make complex agreements easier to understand, and intelligent guidance helps customers navigate next steps. Organizations must build security, identity verification, compliance, and transparency into the experience. The result is a new generation of customer journeys that are intelligent, connected, personalized, secure, and fast, helping organizations increase conversion, reduce costs, strengthen compliance, and build long-term customer trust.
This eBook is a data-backed executive guide for leaders responsible for digital customer experiences.
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