Drawing on insights from surveys reports, and leading industry futurists.
This trends paper explores the customer experience strategies and technologies that are set to make the biggest difference to your contact centre in the year ahead.
Discover how:
- Agentic AI can transform the customer experience.
- Using an innovation culture can help to realise quicker ROI.
- Building healthier contact centre teams is possible with current technology.
- Elevating service in real-time is achievable with AI-steered journey management.
- QA can evolve into a CX powerhouse, uncovering previously undetected customer sentiment, intent and friction.
By leaning into these five key trends, businesses can elevate their customer experience, strengthen long-term loyalty, and stay ahead in a constantly changing market.
2026 Buyer’s Guide for AI and CX
Evolve your customer experience with the best AI-powered technologies
Read the GuideNew Insights
When a single poor interaction can undo years of loyalty, making seamless, personalised, end-to-end customer journeys is essential for differentiation. The right technology has become the foundation for delivering these experiences and maintaining trust.
The latest Buyer’s Guide from Genesys to help you navigate the latest technology advancements in CX and AI.
Successful companies are looking to move beyond optimising individual touchpoints to orchestrating complete customer journeys. By integrating AI, data, systems and people, they can create streamlined pathways that support customers at every stage. No matter where your organisation is on its path toward intelligent, personalised CX, this guide provides the tools needed to build stronger experiences and secure a competitive edge in 2026.
White Paper
The UK Customer Experience Decision-Makers’ Guide 2026
Using survey data from the industry and UK customers the latest annual report dives deep into critical business challenges and attitudes to customer experience.
This Kerv-sponsored independent research, conducted by Contact Babel, offers valuable insights into CX strategy, performance, operations and technology, including:
- Live telephony still comprises almost 65% of inbound interactions.
- Most businesses believe customers are better off ringing the contact centre for anything urgent (73%), complex (71%) or emotional (81%).
- AI vs human agents – 43% of survey respondents state that they would prefer to use AI to get a quick answer to a simple question (mostly chatbots).
- What’s coming next for CX? A look into predicted developments in the next two years.
For more detailed information on these and other conclusions, download the full report now.
Download your copy
Event Video
Highlights from the CX & AI Strategy Event, October 2025
What did we cover at the event?
At the recent CX & AI Strategy Event in Leeds, we explored how AI + digital channels are now strategic growth levers — not just operational tools. The focus shifted from pure customer automation to boosting employee wellbeing, with AI working to reduce cognitive overload, wrap-up tasks and stress for contact-centre agents.
Real-world transformation was showcased through two Genesys customers, including West Lindsey District Council, who demonstrated that by adopting voice IVR, bots, chat and smart routing, they have significantly improved both customer satisfaction and agent experience.
Key Takeaways
- AI can, and should, support agent wellbeing, not just improve CX
- Organisations must compete on experience, not just product or price
- Autonomous AI agents (Agentic AI) are emerging — making decisions proactively based on context.
Rounded off with some live demonstrations of Genesys Cloud and Dynamics 365 plus a lively Q&A session, it was a very informative morning. Fancy coming along to the next one? Check out our Events page.
Want more info? Read the event blog, including some great benefit stats from our customer speakers!
