2026 Customer Revenue Leadership Study

Nearly 600 customer success and revenue leaders told us what AI has changed about their teams, their budgets, and their headcount, and what it has only promised to change. Here is what they said.

The bottom line: AI has a way to go to build trust.

 

What you’ll find inside

•  Almost everyone is using AI, but mostly for administrative tasks.
• The most common response to “How do you measure AI?” is “We don’t.”
• Four out of five teams stop AI short of making strategic decisions.
• Seven in 10 teams have built their own AI tools. Most are not in official use. Internal blockers to AI use aren’t obstacles for those building AI tools.
• Where there is budget, it is going to AI, not people.
• Among teams that cut roles, half say AI absorbed the work.
• AI washing is real.
• CS priorities and CS measurement still do not fully align.
• Software implementation and software revenue impact are very different things.
• NRR in SaaS has stayed stagnant over the last three years. However, AI maturity shows clear impact.