Observed Signal · Feb 18, 2026 · Research Publication · Source: CMSWire · Impact: 3/5 · Sentiment: Neutral
CMSWire Report Reveals CX Tool Shifts and AI Enthusiasm Dip
In the latest CX Decoded podcast, CMSWire's VP of Research Sarah Kimmel discusses the 2023 State of Digital Customer Experience Report. The research highlights that 29 different digital CX tools are used by at least one in five organizations, with seven core tools dominating. It finds that 61% of organizations report improvements in digital CX since the pandemic, but personalization has stalled, with only about 20% deriving real benefits. Enthusiasm for AI is waning, as planned investment fell from 30% to 25% year over year. Knowledge gaps around headless CMS adoption persist, with 43% unsure which CMS approach is best for their future needs.
Provides industry-wide insights on CX technology adoption, personalization, and AI trends, relevant for MarTech leaders.
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Key Takeaways & Evidence Grounding
- 29 different digital customer experience tools are used by at least 1 in 5 organizations.
- 61% of respondents said their digital customer experience improved since the pandemic.
- Only 1 in 5 organizations say they are deriving benefits from personalization efforts.
- Planned investment in AI fell from 30% to 25% in the past year.
- Only 17% of organizations say they understand their customer behavior very well.
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2 Entities mapped“like Lowe's and Home Depot, and even my local Publix is now doing it...”
“like Lowe's and Home Depot, and even my local Publix is now doing it...”
Ontology Mapping & Concepts
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