Gartner predicts that by 2028, 60% of brands will use agentic AI to facilitate streamlined one-to-one interactions with customers.
- Analyst published
- Logged
- Cadence
- 180 days
- Next review
- 2026-10-16
Why this was logged
Gartner's headline January 2026 CX prediction. Shapes martech procurement decisions through 2026-2028.
Review history
No reviews yet. First review scheduled for 2026-10-16.
This record tracks what the source stated, with evidence for the current verdict. Verdicts describe what the evidence shows, not vendor intent. See methodology for the full counter-evidence + review discipline.
Note on source URL: Gartner’s primary press-release URL is not archivable (Gartner blocks Wayback crawlers). The source_url above points to Consumer Goods Technology’s coverage, which IS archivable and quotes the prediction accurately.
2028 prediction with a 60% adoption target. Reviewable near-term by tracking CX-vendor roadmaps: Adobe, Salesforce, Oracle, Braze, Klaviyo. Review at 180 days against the next Gartner CX Magic Quadrant.