b.BRAD MOOREPERSPECTIVE / 2026
01.1 / THE CX OPPORTUNITY

Follow the investment.
Keep the definitions.

An interactive view of selected AI application categories. Customer support and success is the direct CX lens; adjacent categories add context.

$2.7BCustomer support / success AI
US dollars · annualised 2026 estimate
4.3×Year-on-year growth
approximately +330%, not +430%
MODELLED MARKET ESTIMATE
MENLO / 2026

Where investment is landing

Customer support / success

US$B · annualised 2026 estimate

Customer support / success
2.7
IT
1.6
Sales
1.4
Marketing
1.2
01.42.7
4 selected categories · source values remain unchanged
Menlo Ventures · 3 November 2026 Modelled annualised estimates · nearly 400 US enterprise decision-makers · fieldwork 8–26 September 2026
Explore the accessible data table +
Selected Menlo categories — 2026, verified public source; nonexhaustive taxonomy.
CategoryUS$B annualisedGrowth ×CX relevance*
Customer support / success2.74.3×direct
IT1.62.3×adjacent
Sales1.43.6×adjacent
Marketing1.21.8×adjacent

*CX relevance is Brad’s interpretation. Values are Menlo estimates, not Genesys revenue. Scope and methodology are linked above.

Next / The evidence behind the returnsInvestment and expected ROI