Prédictions 2026

Group 1 - The core viewpoint of the article emphasizes the significant impact of AI on business investments and the necessity for companies to rethink their processes and governance structures to effectively leverage AI technologies [2] - Companies are expected to shift 25% of their AI investments to 2027, with less than one-third of 1,596 surveyed AI decision-makers currently able to link AI value to their P&L [2] - 85% of C-level executives anticipate a return on investment (ROI) within three years for their AI investments to be deemed successful [2] Group 2 - Key use cases for AI are maturing, particularly in content production and personalization, as well as internal process efficiencies in support functions [2] - 30% of large enterprises are projected to make AI training mandatory to accelerate deployments and enhance team skills [2] - 60% of the top 100 companies are expected to appoint an AI governance officer, with examples including Sony, Bank of America, and UBS [2] Group 3 - Daily use of generative AI is expected to double in Europe, prompting brands to rethink their interfaces and customer relationships [2] - Over half of individuals under 50 seeking financial advice will turn to generative AI tools, with nearly 20% of younger generations likely to engage with AI companions [2] - A significant decline in organic traffic on financial websites is anticipated, with page views potentially dropping by up to 20% [2] Group 4 - The focus is shifting from productivity gains to AI as a new user interface, necessitating a rethinking of content strategies to align with brand-audience interactions [2] - Customer experience (CX) teams are predicted to face fatigue, with two-thirds likely to abandon journey mapping, as only 30% feel equipped to manage customer journeys effectively [2] - Approximately 15% of CX teams may fall into a detrimental cycle due to an overemphasis on CX KPIs, such as NPS, potentially neglecting the narrative and context needed to address customer issues [2] Group 5 - The article highlights the importance of making customer experience a cross-functional discipline within organizations, emphasizing the need for a culture of CX and demonstrating its value [2] - Financial modeling and correlation between operational data and customer satisfaction are essential for organizations to pivot around customer journeys [2]