{"id":9512,"date":"2026-02-05T11:04:45","date_gmt":"2026-02-05T10:04:45","guid":{"rendered":"https:\/\/www.odity.com\/?p=9512"},"modified":"2026-02-19T10:30:50","modified_gmt":"2026-02-19T09:30:50","slug":"trends-of-ai-2026-our-decoding-of-the-customer-relations-insights","status":"publish","type":"post","link":"https:\/\/www.odity.com\/en\/trends-of-ai-2026-our-decoding-of-the-customer-relations-insights\/","title":{"rendered":"Trends of AI 2026 \u2013 Our Decoding of the Customer Relations Insights"},"content":{"rendered":"\n<div style=\"height:58px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-5807497889915c14bc00fb302ee6b31f\" id=\"h-trends-of-ai-the-reference-study-on-how-ai-is-impacting-business\" style=\"color:#e3374a\"><strong data-start=\"32\" data-end=\"121\">Trends of AI: The Reference Study on how AI is impacting business<\/strong><\/h2>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-\">&nbsp;<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Two years after its launch, <strong data-start=\"142\" data-end=\"158\">Trends of AI<\/strong> is gaining momentum and has established itself as a key benchmark for AI in business. The 2026 edition decodes AI\u2019s impact across <strong data-start=\"289\" data-end=\"322\">8 critical business verticals<\/strong>. It draws on feedback from over <strong data-start=\"355\" data-end=\"378\">350 decision-makers<\/strong> across <strong data-start=\"386\" data-end=\"400\">20 sectors<\/strong> and companies of all sizes, and benefits from the expertise of a dedicated committee for each vertical, ensuring <strong data-start=\"514\" data-end=\"567\">operational, data-driven, and actionable insights<\/strong>.<\/p>\n\n\n\n<p class=\"has-black-color has-text-color has-link-color wp-elements-04f191b6f17b4b487fc6da2b43c21f84 wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\">\n<p class=\"wp-block-paragraph\" id=\"h-\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">For this edition, Odity comes on board as astrategic partner for the newly launched Customer Relation vertical.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Our Deputy CEO, <strong>Laure Perr\u00e9ard<\/strong>, joined the expert committee and teamed up with Les EnthousIAstes and KPMG France to co-create the questionnaire released last November.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">As expected, Customer Relations ranks among the business areas most advanced in AI adoption, alongside Marketing and IT. Teams in this vertical are navigating high demand, intense operational pressure, and ever-growing customer expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" id=\"h-\"><\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"633\" height=\"607\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client.png\" alt=\"Expert Committee of the Trends of AI 2026 Study\" class=\"wp-image-9458\" style=\"aspect-ratio:0.9314838167297184;width:343px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client.png 633w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-Comite-Expert-Relation-Client-300x288.png 300w\" sizes=\"auto, (max-width: 633px) 100vw, 633px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n    \n<div class=\"odity-button-wrap button-align-center\">\n    <a href=\"https:\/\/link.kpmg.fr\/TrendsofAI2026_telechargement?_\" class=\"btn btn-dark\" target=\"_blank\"    >Download the study<\/a>\n<\/div>\n\n\n\n<div style=\"height:69px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-9a5ae620bb76bc4af7588fc67f35605b\" id=\"h-the-key-ai-trends-in-customer-relations\" style=\"color:#e3374a\"><p>The Key AI Trends in Customer Relations<\/p><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-conversational-ai-and-automation\"><p><strong>\ud83d\udcac <\/strong>Conversational AI and Automation<\/p><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Conversational AI handles repetitive tasks, particularly in customer support.<\/p>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\">33% of organizations have automated ticket sorting and routing.<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\">30% use AI for assisted writing and processing customer feedback.<\/li>\n<\/ul>\n\n\n\n<ul style=\"font-size:18px\" class=\"wp-block-list\">\n<li style=\"font-size:18px\">25% have deployed 24\/7 agents or voicebots.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-53d0a2a8040cd54a19e3f3d8514b4b99 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 Key takeaway: AI boosts efficiency while ensuring a personalized customer experience.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-roi-and-performance-drive-decision-making\"><p><strong>\ud83d\udcca ROI and Performance Drive Decision-Making<\/strong><\/p><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">AI adoption is driven by results, ROI, and operational performance in customer service.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1641\" height=\"828\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics.png\" alt=\"Graph about AI Metrics to measure impact on Customer Relations\" class=\"wp-image-9554\" style=\"aspect-ratio:2.151604898743296;width:531px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics.png 1641w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics-300x151.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics-1024x517.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics-768x388.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Metrics-1536x775.png 1536w\" sizes=\"auto, (max-width: 1641px) 100vw, 1641px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Management remains largely focused on internal performance and the optimization of business processes<\/p>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-1b72ae41dfdac9ff0c25144ed23174b2 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 Key takeaway: AI isn\u2019t just about efficiency: it also enhances the value of customer relationships.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-limited-adoption-at-scale\"><p><strong>\ud83d\udd27 Limited adoption at scale<\/strong><\/p><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">While many are experimenting, only a few are scaling AI solutions in Customer Relationship.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\">30% of organizations are in the testing or POC phase.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\">10% have a clear roadmap for full-scale deployment.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"437\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers-1024x437.png\" alt=\"Chart on AI adoption barriers\" class=\"wp-image-9557\" style=\"width:565px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers-1024x437.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers-300x128.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers-768x328.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers-1536x656.png 1536w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Barriers.png 1641w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<div style=\"height:52px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-c752b722546bf6664f87a903b557c811 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 Key takeaway: Scaling requires stable technology as well as transformation of skills and organizational structures. Democratizing AI in business remains a key challenge.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h3 class=\"wp-block-heading has-medium-font-size\" id=\"h-people-remain-at-the-center\"><p>\ud83e\udd1d People remain at the center<\/p><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">AI supports but doesn\u2019t replace customer advisors. While fast and consistent, it isn\u2019t suited for sensitive or emotional interactions.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"641\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks-1024x641.png\" alt=\"Chart AI risks in stages of the customer journey\" class=\"wp-image-9560\" style=\"aspect-ratio:1.5754307818544133;width:584px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks-1024x641.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks-300x188.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks-768x481.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks-1536x962.png 1536w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Graph-AI-Risks.png 1641w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div>\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">These findings show that delivering an enhanced customer experience depends not on full automation, but on a seamless collaboration between humans and technology.<\/p>\n\n\n\n<p class=\"has-white-color has-black-background-color has-text-color has-background has-link-color wp-elements-b5811f61fc95b63a1e3ba295661a9233 wp-block-paragraph\" style=\"font-size:18px\">\ud83d\udca1 Key takeaway: The key to AI-enhanced customer experience is balancing technology with human touch. In luxury and premium markets, AI makes service seamless, yet humans play the critical role in fostering trust, emotion, and brand identity, building a truly premium customer relationship.<\/p>\n\n\n\n<div style=\"height:39px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-d9e03ae33ecefc5a8bed114d0f322f84\" id=\"h-odity-by-benoit-vorilhon-ai-empowering-a-human-and-premium-customer-experience\" style=\"color:#e3374a\"><p>Odity, by Beno\u00eet Vorilhon: AI Empowering a Human and Premium Customer Experience<\/p><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">The Trends of AI 2026 study highlights an obvious truth: AI can accelerate interactions and ease workflows, but building a genuine connection with customers requires the human touch. Something Beno\u00eet Vorilhon, Founder &amp; CEO of Odity, emphasizes in his column.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\" style=\"font-size:18px\">\n<figure class=\"wp-block-pullquote\" style=\"font-size: 18px;\">\n<blockquote><p>When a brand entrusts its customer relationship, it is not just delegating a service. It is entrusting its most valuable asset: the way it connects with its customers.<\/p><p><strong>Beno\u00eet Vorilhon<\/strong> Founder &amp; CEO of Odity<\/p><\/blockquote>\n<\/figure>\n<\/blockquote>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:50%\"><div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-1024x1024.png\" alt=\"Cover Column Beno\u00eet Vorilhon - Trends of AI 2026\" class=\"wp-image-9501\" style=\"aspect-ratio:0.9873389522147551;width:338px;height:auto\" srcset=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-1024x1024.png 1024w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-300x300.png 300w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-150x150.png 150w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-768x768.png 768w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-60x60.png 60w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-70x70.png 70w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-420x420.png 420w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-558x558.png 558w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2-645x645.png 645w, https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/trends-of-ai-2.png 1059w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n<\/div><\/div>\n<\/div>\n\n\n    \n<div class=\"odity-button-wrap button-align-center\">\n    <a href=\"https:\/\/www.odity.com\/wp-content\/uploads\/2026\/02\/Trends-of-AI-2026-Tribune-Benoit-Vorilhon.pdf\" class=\"btn btn-dark\" target=\"_blank\"    >Read the column<\/a>\n<\/div>\n\n\n\n<div style=\"height:47px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Customer Relationship is a true strategic brand asset. In the luxury sector, every interaction conveys the brand\u2019s culture, tone, and standards. Pure automation risks erasing the emotional value of the customer experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">According to the Trends of AI 2026 study, conversational AI and automation are crucial for handling demand efficiently, but humans still lead the most valuable interactions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Beno\u00eet Vorilhon\u2019s column outlines a model for AI-augmented customer service, built on three pillars:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li style=\"font-size:18px\">Analyzing and contextualizing data to gain deeper insights into every interaction.<\/li>\n\n\n\n<li style=\"font-size:18px\">Automating repetitive tasks to give humans more time for meaningful work.<\/li>\n\n\n\n<li style=\"font-size:18px\">Empowering Brand Ambassadors on listening and embodying the brand, where the relationship truly matters.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">This forms the foundation of Odity\u2019s Human &amp; AI hybrid model. This hybrid approach enables the creation of a sustainable and differentiated customer relationship.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Teams are trained through immersion in brand universes, ensuring consistency, tone, and posture across all omnichannel customer touchpoints. Technology provides contextualized customer data in real time, enabling teams to anticipate needs and create premium experiences.<\/p>\n\n\n\n<div style=\"height:81px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-text-color has-link-color has-large-font-size wp-elements-251d370704dbaf1f3983ceca0cf32b07\" id=\"h-our-analysis-in-5-key-points\" style=\"color:#e3374a\"><p>Our Analysis in 5 Key Points<\/p><\/h2>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-1&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-1-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-1\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">What is the objective of the Trends of AI 2026 study?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-1\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-1-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">The Trends of AI 2026 study aims to analyze AI adoption in customer relationship management and other business verticals (Marketing, IT, HR, Supply Chain, etc.) looking toward 2026. It provides insights into how companies are using AI to automate tasks, optimize performance, and enhance the customer experience, while preserving the human dimension of the relationship.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-2&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-2-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-2\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">What is Odity&#8217;s role in this study ? <\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-2\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-2-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">Odity is a sponsor and contributor to the study, bringing its expertise in luxury and premium Customer Relationship. The company provides operational and strategic insights, particularly on AI in luxury customer relations, based on its work with over 130 iconic brands, and helps contextualize observed trends for customer relationship management.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-3&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-3-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-3\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">How is AI transforming Customer Relationship?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-3\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-3-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">AI is reshaping Customer Relationship by automating routine tasks, improving request sorting, assisting with writing, and processing customer feedback, while boosting operational efficiency. It provides real-time insights, detects subtle signals, and informs decision-making. Yet, humans remain critical in high-emotion situations, like after-sales support and complaint management.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-4&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-4-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-4\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">What are the specific challenges for luxury and premium brands?<\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-4\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-4-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">For luxury and premium brands, AI should be used to support relationships, not replace them. The main challenge is to preserve brand uniqueness and the quality of the customer experience while improving efficiency. Large-scale personalization, an enhanced customer experience, and seamless journeys are essential\u2014but they must remain consistent with the brand\u2019s identity and values.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div data-wp-context=\"{ &quot;autoclose&quot;: false, &quot;accordionItems&quot;: [] }\" data-wp-interactive=\"core\/accordion\" role=\"group\" class=\"wp-block-accordion is-layout-flow wp-block-accordion-is-layout-flow\">\n<div data-wp-class--is-open=\"state.isOpen\" data-wp-context=\"{ &quot;id&quot;: &quot;accordion-item-5&quot;, &quot;openByDefault&quot;: false }\" data-wp-init=\"callbacks.initAccordionItems\" data-wp-on-window--hashchange=\"callbacks.hashChange\" class=\"wp-block-accordion-item is-layout-flow wp-block-accordion-item-is-layout-flow\">\n<h3 class=\"wp-block-accordion-heading has-medium-font-size\"><button aria-expanded=\"false\" aria-controls=\"accordion-item-5-panel\" data-wp-bind--aria-expanded=\"state.isOpen\" data-wp-on--click=\"actions.toggle\" data-wp-on--keydown=\"actions.handleKeyDown\" id=\"accordion-item-5\" class=\"wp-block-accordion-heading__toggle\"><span class=\"wp-block-accordion-heading__toggle-title\">Who is the Trends of AI 2026 study aimed at ? <\/span><span class=\"wp-block-accordion-heading__toggle-icon\" aria-hidden=\"true\">+<\/span><\/button><\/h3>\n\n\n\n<div inert aria-labelledby=\"accordion-item-5\" data-wp-bind--inert=\"!state.isOpen\" id=\"accordion-item-5-panel\" role=\"region\" class=\"wp-block-accordion-panel is-layout-flow wp-block-accordion-panel-is-layout-flow\">\n<p class=\"wp-block-paragraph\" style=\"font-size:18px\">The study targets all business verticals where AI has a direct impact. The Customer Relationship vertical is aimed at executives, heads of Customer Relationship, CX, CRM, and relational marketing, as well as any organization seeking to understand AI\u2019s impact on Customer Relationship and identify actionable levers to enhance the customer experience while maintaining a human and strategic approach.<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Trends of AI: The Reference Study on how AI is impacting business &nbsp; Two years after its launch, Trends of AI is gaining momentum and has established itself as a key benchmark for AI in business. The 2026 edition decodes AI\u2019s impact across 8 critical business verticals. It draws on feedback from over 350 decision-makers [&hellip;]<\/p>\n","protected":false},"author":13,"featured_media":9500,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[31],"tags":[],"class_list":["post-9512","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"acf":[],"gutentor_comment":0,"_links":{"self":[{"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/posts\/9512","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/users\/13"}],"replies":[{"embeddable":true,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/comments?post=9512"}],"version-history":[{"count":16,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/posts\/9512\/revisions"}],"predecessor-version":[{"id":9562,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/posts\/9512\/revisions\/9562"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/media\/9500"}],"wp:attachment":[{"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/media?parent=9512"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/categories?post=9512"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.odity.com\/en\/wp-json\/wp\/v2\/tags?post=9512"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}