CX Trends 2026: Bridging the Gap Between Expectation & Performance

What felt like great CX in 2025 has quickly become the new normal. As we think about 2026, staying ahead isn’t about having the loudest bells and whistles; it’s about building a service culture that feels human, proactive and deeply trusted.

We’ve spent the last few months gathering the brightest ideas from industry futurologists and—most importantly—real-world data from teams just like yours. We’ve distilled all of it into a friendly, trends webinar designed specifically for CX, IT & Operation leaders.

What We’ll Explore

• Building trust at scale – using technology to become more human, not less.
• Agentic AI in action – transforming outcomes for customers and agents.
• Human + automation – eliminating friction while delivering empathy at scale.
• The key CX shifts shaping loyalty, service design and operational strategy in 2026.

We work with brands including Skipton Building Society, HelloFresh, Fibrus and PureGym who don’t just care about customer experience – they excel at it and have the industry awards to prove it. We’ve brought those customer successes together with our wider industry insights to share the CX strategies that will lead the way in 2026.