[2026 Customer Success Japan Market Trends & Actual Situation Survey (2)] Customer Success Initiatives Accelerate AI Organizational Implementation, Full-Scale AI Utilization Reaches 2.5 Times That of Companies Not Implementing It

Virtulex Consulting Inc. (Headquarters: Minato-ku, Tokyo; President: Hayato Maruyama; hereinafter referred to as Virtulex), part of the Virtulex Group, has conducted the "Customer Success Japan Market Trends & Actual Situation Survey" and compiled the results of the second installment for 2026, following the first release.

Second Installment Highlights

Customer Success Accelerates AI Implementation; Full-Scale Utilization Rate is 2.5 Times Higher Than Non-Implementers The rate of full-scale AI utilization among companies engaged in Customer Success has reached 56.1%, approximately 2.5 times higher than companies not engaged in it (22.2%). This indicates a strong correlation between Customer Success initiatives and the speed of AI adoption across the entire organization.

AI Applications Shift from Back Office to "Customer Touchpoints," Deployed in Areas Directly Linked to LTV Improvement While companies not engaged in Customer Success tend to limit AI applications to back-office tasks such as administrative processing and information summarization, implementing companies are advancing deployment in areas directly linked to improving LTV (Customer Lifetime Value), such as customer analysis and customer support.

AI Utilization in Customer Support Reaches 62.4%; Operational Structuring Takes Precedence In the customer support domain, the primary battleground for Customer Success, AI utilization among implementing companies has reached 62.4%, approximately 2.7 times higher than non-implementers (23.3%). AI is compensating for the limitations of human-centric, personalized responses, and the structuring of operations at customer touchpoints is progressing ahead of other areas.

AI Practical Use Rate for Subscription Businesses Nears 80%; Transitions from Value-Add Creation to "Indispensable Business Foundation" Among companies engaged in Customer Success, those handling subscription products have an AI practical use rate of 77.5%. In recurring payment models, AI's role is transitioning from differentiating from competitors (creating added value) to becoming an indispensable foundation for business operations.

AI Implementation and Utilization Stage within Organizations at Place of Employment First, we asked individuals who answered "I know about Customer Success" about the "AI Implementation and Utilization Stage within Organizations at Place of Employment," categorized by whether their workplace was engaged in Customer Success. A significant disparity was confirmed. In companies engaged in Customer Success, 56.1% have already entered the full-scale AI utilization phase in practical operations, combining those who have "Already fully implemented and utilizing in multiple tasks/departments (26.5%)" with those who are "Fully utilizing in some tasks/departments (29.6%)." <img src="https://prcdn.freetls.fastly.net/release_image/699/163/699-163-af5dcbd41d07282501d8fd66eb4c3539-2767x1836.png?width=1950&he