2026 State of Customer Learning & AI

The seventh edition of Thought Industries’ report on the business of learning

How AI is changing customer behavior and reshaping customer education

The results are in, and confidence in customer learning is at an all-time high. We surveyed 250 chief customer officers and customer education leaders for our 2026 State of Customer Learning & AI to unpack how they are using AI to optimize program impact.

Inside, you’ll find out why they’re optimistic about the role of customer education, and where they’re focusing their innovation efforts. Key findings include:

• The expanding role of customer learning: Key outcomes customer education programs are accountable now include more of the customer journey.
• Evolving customer behavior: Where customers are going for learning, and which channels teams are investing in.
• AI’s current value and future potential: How customer education teams use AI now–and what use cases they’re exploring next.

• From proving impact to keeping pace: Why 99% of respondents are confident their program influences business outcomes, and how they’re trying to keep up with customer expectations.

Download the report and see where to take learning next.