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December 17, 2025
The most customer-centric companies in 2026 are those using AI to remove friction, personalize decisions, and act on customer feedback in real time.
This list highlights 25 global leaders that are setting the benchmark for customer experience across technology, retail, travel, banking, and services by embedding AI directly into how customers search, decide, and engage.
Rather than relying on surveys alone, these companies operationalize the voice of the customer to deliver faster, more intuitive, and lower-effort experiences at scale.
Customer-centric companies in 2026 prioritize low-effort, intelligent experiences across shopping, banking, travel, and service. With more consumers using AI assistants to shop and solve problems, expectations for fast, personalized support continue to rise. According to Deloitte’s 2025 Connected Consumer survey, 42% of GenAI users already see a very positive impact in daily life. These companies are meeting those expectations with concrete, measurable improvements in how customers search, decide, and engage.
Apple is strengthening its position as one of the world’s most customer-centric companies with Apple Intelligence, a new on-device and private-cloud AI system built into iPhone, iPad, and Mac. It powers smarter writing tools, context-aware notifications, image generation, and a more intuitive Siri, all protected by on-device processing and Private Cloud Compute.
This creates a more effortless, distraction-free experience for customers and reinforces Apple’s model of privacy-driven customer experience.
Amazon is upgrading home experience with Alexa+, a next-gen AI assistant built for natural, continuous conversations. Alexa+ uses voice and visual ID to deliver personalized routines and recommendations, and new music features help customers discover songs from partial lyrics or memories.
The redesigned Echo Show with customizable dashboards and smarter home-control interfaces turns Alexa+ into a true intelligent home companion, improving how customers search, discover, and interact with content.
Microsoft is reshaping digital work with AI agents across GitHub, Microsoft 365, and Azure AI Foundry. GitHub Copilot’s new agentic abilities speed up coding and troubleshooting, while Microsoft 365 Copilot is now standard across Fortune 500 organizations to accelerate research, drafting, and decision-making.
With secure orchestration through Entra Agent ID, Microsoft is building an agent-driven workplace where AI handles routine workflows and teams focus on high-value customer needs, a meaningful shift in how enterprises scale productivity and customer-focused decision-making.
Google’s release of Gemini 3 brings major upgrades in reasoning, multimodal intelligence, and response quality. New generative interfaces produce visual or dynamic layouts tailored to user prompts, while the new Gemini Agent executes multi-step workflows across Gmail, Calendar, and Workspace.
With these capabilities, the Gemini app becomes a more personal, proactive assistant, advancing Google’s leadership in customer experience intelligence.
Meta is redesigning Facebook Marketplace with more social and AI-assisted shopping features. New collections and collaborative buying let users shop with friends, while reactions and comments improve marketplace personalization.
Meta is also testing AI-powered insights for vehicles, surfacing specs, safety ratings, reviews, and pricing context in a single view. With expanded inventory from partners like eBay and Poshmark, Marketplace is becoming a more informed and interactive shopping environment heading into 2026.
OpenAI launched Shopping Research in ChatGPT, a deep product-discovery experience where ChatGPT asks clarifying questions, compares items using up-to-date data, and produces personalized buyer guides.
It’s a powerful example of AI-driven consumer insights, helping users evaluate tradeoffs, find lookalikes, compare products, and make confident decisions in minutes.
Samsung is improving the Galaxy experience with One UI 8.5, adding smoother creation, easier sharing, and stronger device protection. Photo Assist now supports continuous editing, Quick Share suggests contacts based on who appears in photos, and new cross-device capabilities like Storage Share and Audio Broadcast make files, voice, and audio effortless across Galaxy devices.
Security is upgraded with Theft Protection, Failed Authentication Lock, and expanded identity checks so users stay protected across everyday actions. One UI 8.5 reinforces Samsung’s goal of making the Galaxy ecosystem more seamless, more connected, and more intuitive for millions of users.
Airbnb is expanding the customer experience around Airbnb Experiences with new social features that help guests connect before, during, and after their activities. “Who’s Going,” direct guest messaging, and a new Connections tab make Experiences more community-driven.
Improved search, smarter maps, Reserve Now, Pay Later, and expanded AI-powered support enhance trip planning, while hosts get new tools like dynamic cancellation and improved price tips. These updates strengthen Airbnb’s position as a leader in guest-centric, insight-driven travel experiences.
Marriott is enhancing the event planning journey with AI tools that streamline logistics and deepen personalization. A new natural language search tool on the Homes & Villas platform lets planners describe needs conversationally to find ideal properties. Marriott is also piloting Spark, an AI tool that recommends agendas, speakers, and sessions based on attendee data, making event design faster and smarter.
Part of Marriott’s GenAI incubator, these innovations draw from 200+ global use cases to improve content generation, associate tools, and customer experience. By embedding AI into planning workflows, Marriott empowers planners to deliver more efficient, personalized events with less friction.
Emirates is rolling out free, ultra-fast Starlink Wi-Fi across its entire wide-body fleet, beginning with its first Starlink-enabled Boeing 777 in November 2025 and completing installation on all 232 Boeing 777 and A380 aircraft by mid-2027.
The upgrade gives passengers high-speed, ground-quality internet for streaming, work, calls, and messaging across all cabins. It turns in-flight time into a fully connected, low-friction experience and reinforces Emirates’ position as one of the most customer-centric long-haul carriers.
Delta is strengthening its customer experience with AI-powered baggage routing and a $110 million infrastructure upgrade at Atlanta, its busiest hub. The new Baggage AI platform uses real-time flight and bag data to optimize routes every two minutes, driving a nearly 30% improvement in bag transfers and ensuring more customers receive their bags on time.
Delta is also rolling out autonomous jet bridges and autonomous bag tugs with a perfect zero-incident safety record, improving reliability on the ramp. Together, these upgrades position Delta among the most operationally consistent and customer-centric airlines heading into 2026.
American Airlines is upgrading the end-to-end customer experience with new AI-powered tools that make planning and travel more intuitive. Its Gen AI trip discovery tool helps customers find destinations based on experiences instead of locations, turning broad ideas into curated itineraries informed by real travel trends.
American also launched interactive 3D cabin maps for the Boeing 787-9 so travelers can preview seat comfort before booking. Day-of-travel is smoother with auto-added wallet boarding passes, next-gen kiosks, and connection-risk analytics that help more customers make tight connections.
Target is enhancing the guest experience with the Target app in ChatGPT, a conversational shopping tool that helps customers discover curated options without needing precise search terms. Guests can ask broad questions from gift ideas to décor themes and receive tailored recommendations pulled from Target’s full assortment.
Shoppers can browse items, build carts, and check out directly through their Target account with Drive Up, Order Pickup, or shipping. The tool reflects Target’s wider push into AI-powered, insight-driven retail, joining features like Gift Finder and List Scanner to make holiday and everyday shopping faster, more intuitive, and more personal.
Walmart is transforming retail with a new suite of AI-powered shopping tools, including direct integration with ChatGPT via an “AI-first shopping experience” and app features that guide in-store navigation, spotlight local deals, and simplify holiday and everyday purchases.Â
Shoppers can now chat to discover curated options, get store-specific inventory updates, find product locations inside stores, and quickly build carts when browsing online or in person. These updates make shopping faster, smarter, and more personalized, reinforcing Walmart’s position as a leader in customer-centric, data-driven retail experience.Â
The Home Depot is upgrading its Pro customer experience with Blueprint Takeoffs, a new AI-powered tool that generates complete material lists and project estimates for single-family builds within days instead of weeks. This dramatically reduces planning time for contractors and eliminates the need to source and revise estimates across multiple suppliers.
Pros receive fast, accurate, competitive quotes for entire projects, from framing lumber to trim, and can purchase everything through one streamlined supplier workflow. Combined with Home Depot’s Pro services such as same-day and next-day delivery, project planning tools, and dedicated Pro support teams, the new AI tool helps renovators stay on time and on budget while removing complexity from the construction process.
Lowe’s is elevating customer and associate experience with Mylow and Mylow Companion, two generative-AI tools built with OpenAI. Mylow, the industry’s first AI-powered home-improvement virtual advisor, gives customers fast answers to project questions in the app and online.Â
Mylow Companion brings the same intelligence to associates across 1,700+ stores, providing real-time product details, project guidance, and inventory information so they can support customers confidently in any department. These tools reflect Lowe’s commitment to becoming the most assistive home improvement retailer by using AI to simplify complex projects for both customers and associates.
McDonald’s is upgrading its feedback process with a new in-app digital feedback platform now piloting in the US and Australia. It replaces slow, receipt-based surveys and prompts customers about an hour after their visit for easier, higher-quality input.
Responses are processed using data tools that sort insights by relevance and urgency, helping restaurants identify issues faster. Early pilots show a major improvement in participation, about 20 responses per 1,000 guests vs. the previous 1 in 1,000, giving teams richer, real-time signals to improve service execution.
Starbucks is improving store reliability with AI-powered automated counting, now rolling out across all North America company-operated coffeehouses. The system uses computer vision and 3D spatial intelligence to scan inventory instantly, helping stores avoid stockouts on core ingredients like cold foam and syrups.
Partners now count inventory 8X more often, enabling faster replenishment and freeing up time to focus on craft and customer connection. The upgrade creates a more consistent beverage experience across stores and sets the foundation for future automated restocking.
Wendy’s is elevating customer experience and operational consistency through Project Fresh, a new systemwide strategy focused on brand revitalization, restaurant performance, and more efficient operations. The plan strengthens marketing relevance using data-driven customer segmentation, optimizes U.S. restaurant operations for higher profitability, and invests in digital and equipment upgrades to improve speed, hospitality, and overall guest experience.
Project Fresh also reallocates capital toward technology and AUV growth, helping franchisees modernize operations and deliver a more consistent, value-driven experience for customers across the Wendy’s system.
Bank of America’s virtual assistant Erica surpassed 3 billion client interactions and now supports nearly 50 million users, averaging 58 million interactions every month. Erica has delivered more than 1.7 billion proactive, personalized insights, helping customers manage spending, track cash-flow risks, find rewards, and handle everyday financial tasks with real-time guidance.
The bank has updated Erica more than 75,000 times since launch and will expand its capabilities over the next year to offer even more personalized financial insights. Erica is also embedded across Merrill, Private Bank, CashPro, and internal employee tools, reducing service friction and helping teams focus on higher-value customer needs.
Wells Fargo is strengthening its customer experience with new AI capabilities embedded across its digital ecosystem, including Fargo, the bank’s virtual assistant that helps customers get answers, manage transactions, and access personalized support directly inside the mobile app.
The bank is also expanding its AI infrastructure through an enterprise data science platform that enables faster delivery of personalized insights, smarter notifications, and more intuitive digital banking journeys. With investments in responsible AI, transparent decisioning, and bias-tested models, Wells Fargo is building a more secure, explainable, and customer-centered banking experience.
JPMorgan Chase is enhancing customer experience with new AI and digital features across 2025. Its AI assistant “Coach” helps wealth advisers access client data up to 95% faster by pre-filling preferences and summarizing insights, allowing for more personalized and time-efficient service. This upgrade improves real-time engagement and strengthens adviser-client trust.
In June, the firm overhauled its Self-Directed Investing platform with a fixed income upgrade that includes yield comparison tables, customizable bond screeners, and a streamlined trade ticket inside the Chase app. It also rolled out one-click trade execution, portfolio benchmarking, and integrated crypto purchases via Coinbase, reinforcing its push toward seamless, self-directed investing experiences.
Accenture is strengthening AI-driven customer experience with new accelerators built on Google Cloud’s Gemini models and Salesforce’s Agentforce, announced in February 2025. These industry-specific solutions let enterprises deploy AI agents for service, sales, and customer operations that understand context, surface real-time insights, and support multilingual, multimodal interactions across voice, text, and video.Â
For clients, the value is speed. These accelerators help brands move from data to live AI use cases faster, enabling more proactive support, tailored offers, predictive issue resolution, and smarter omnichannel engagement.
Deloitte is upgrading the audit experience with new GenAI and agentic AI capabilities added to its Omnia platform. The updates improve documentation review, financial-statement navigation, audit drafting, data extraction, and research workflows, helping auditors move faster and uncover insights with more clarity.
Deloitte is also integrating intelligent AI agents into Omnia, giving auditors digital specialists that can analyze data, surface risks, and support complex decision-making. All capabilities follow Deloitte’s Trustworthy AI framework for governance and quality, reinforcing trust while modernizing global audit operations.
BlackRock is scaling personalized wealth advice with Auto Commentary, a generative AI tool built into its Aladdin Wealth platform. The tool turns portfolio analytics, firm outlooks, and client investment profiles into concise, tailored insights, giving financial advisors a faster way to deliver differentiated, high-value conversations.
Morgan Stanley is the first to implement Auto Commentary in its Portfolio Risk Platform. By automating labor-intensive analysis, the firm frees up advisors to focus more on client relationships and proactive guidance, setting a new standard for AI-enhanced financial advising.
Despite operating in different industries, these companies share a common discipline: they don’t guess. They listen at scale, detect patterns early, and act faster than competitors.
That’s exactly what Clootrack is built to enable.
Clootrack is an AI-powered Voice of the Customer platform that transforms unstructured feedback into prioritized, explainable actions across CX, product, and strategy teams.Â
Here's how:
The impact:
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