The Economics of AI in Customer Experience: 2026-27

Nearly a third of companies say AI already costs more than it delivers to the business. 

This Metrigy research report gives CX leaders a clear framework for justifying AI investment with real numbers. It benchmarks 759 companies and shows exactly where AI pays off—and where it doesn't yet. 

This comprehensive report helps you:

• Apply five economic models to justify every AI use case
• Diagnose the real reasons 16.6% of deployments get discontinued
• Pinpoint the automation level where costs outpace value

Close the perception gap between leader confidence and customer experience.