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Customer Experience Unlocked 2026

A report by indigo.ai on how Italians and businesses are truly using AI Agents

Italians lerned to accept AI Agents. But they don't grant blank checks

79% have already used them to make choices or purchases. Yet, when it comes to significant decisions, they still want the final say. The 2026 report explores how trust is built between people and AI, and what companies need to do to harness its value.

79%

of Italians have used an AI Agent in the last year to choose or buy

86%

of companies believe that AI Agents will be crucial for staying competitive

89%

don't convert if Customer Service doesn't give good answers.

Explore key trends in CX

From how Italians get informed and shop, to the strategies companies are using to bring AI Agents from experimentation to operational reality. 1,000 consumers and 150 decision-makers reveal where Customer Experience is headed in Italy