Dublin, Aug. 14, 2026 (GLOBE NEWSWIRE) -- The "Generative AI Search: Building a Foundation for CX" has been added to ResearchAndMarkets.com's offering.
Global research reveals widespread adoption of formal knowledge management strategies, generative AI search and Retrieval-Augmented Generation.
Customer experience expectations are increasingly defined by speed, accuracy and contextual relevance, prompting organizations to elevate knowledge management from a traditional support function to a strategic business priority. A 2025-26 global research study involving 393 organizations found that nearly 74% of companies now maintain a formal, documented knowledge management strategy specifically designed to support customer experience.
The findings demonstrate growing recognition that effective customer experience knowledge management directly influences brand loyalty, service quality and operational performance. Organizations are prioritizing their ability to capture, govern and deliver trusted information across customer service channels, employee workflows and digital self-service environments. This shift is making enterprise knowledge a central component of customer experience transformation and long-term competitive strategy.
Generative AI is accelerating this transformation. According to the research, 85.8% of surveyed organizations are already using or piloting generative AI for managing and delivering customer experience knowledge. The high adoption rate indicates that generative AI has progressed beyond isolated experimentation and is becoming an established part of production environments and enterprise technology roadmaps.
Generative AI-powered search is emerging as one of the most important applications. Conversational search enables customers and employees to receive direct, contextually relevant responses without relying on rigid keyword queries or navigating extensive content libraries. This capability can reduce customer effort, improve self-service performance and help contact center agents access accurate information more efficiently.
Retrieval-Augmented Generation, or RAG, is also playing a critical role in enterprise AI deployments. By grounding generated responses in approved organizational data, RAG supports greater accuracy, relevance and consistency. It allows businesses to use verified knowledge sources while maintaining appropriate governance over the information delivered through AI-powered customer service and search platforms.
This approach is particularly important as organizations seek to reduce inaccurate AI responses and strengthen confidence in automated interactions. Connecting generative AI systems with current, authoritative content enables companies to maximize the value of existing knowledge repositories while improving the reliability of customer and employee experiences.
The growing use of AI-powered knowledge management is also influencing corporate investment and organizational design. As companies measure improvements in productivity, resolution times, self-service adoption and customer satisfaction, many are increasing budgets for generative AI, enterprise search and knowledge governance initiatives. Leadership responsibilities are also evolving to provide stronger oversight at the intersection of data, artificial intelligence, customer experience and business operations.
These developments signal a broader change in how organizations manage information. Knowledge management is no longer viewed solely as an internal content discipline; it is becoming an essential foundation for scalable, AI-enabled customer engagement. Companies that combine trusted enterprise knowledge with generative AI search and robust governance will be better positioned to deliver faster, more accurate and more personalized experiences.
As customer expectations continue to rise, strategic investment in AI-powered knowledge management will remain a key driver of operational efficiency and customer experience excellence. Organizations that successfully integrate generative AI, RAG architecture and governed knowledge sources can strengthen brand loyalty, improve service delivery and build a sustainable competitive advantage.
Key Topics Covered:
- Introduction
- The Foundational Role of AI in Knowledge Management
- Augmenting the Search Response for Elevated CX
- RAG Implementation Strategy
- LLM Strategies for Generative AI Search
- Generative AI Search Leads to CX Success
- Contact Center Metrics
- Business Metrics
- Additional Search-Related Improvements
- Leadership and Coordination
- Vendor Engagement and Spending
- Conclusion
For more information about this report visit https://www.researchandmarkets.com/r/45y2vc
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