CX Trends 2027: What’s next and what to do about it

Most organisations are still waiting for AI to deliver on its promise. In 2027, the gap between those who’ve cracked it and those who haven’t will become impossible to ignore. Join us as we share the five trends we believe will define customer experience and contact centres in 2027.

We’ll explore why AI is moving from making recommendations to taking action, and why that makes governance a strategy question, not just a compliance one. We’ll also look at three further shifts that will change how CX leaders build, lead and measure their operations.

What you’ll discover:

• Move beyond AI pilots. How agentic AI can deliver measurable, business impact across the whole customer journey.
• Putting governance at the heart of CX. How to set clear permissions and accountability so AI can take action safely and at scale.
• It all starts with your foundations. Understand why your systems, reliable data and joined-up knowledge are essential for consistent AI outcomes.
• Proven outcomes & ROI. Shift from tracking activity to using predictive insight to improve resolution, retention, customer effort and cost per interaction.
• Bringing your leaders on board. Leaders will need to focus less on monitoring performance and more on unlocking AI potential.

Who should attend: CX, contact centre and customer operations leaders, IT, Operations and Transformation roles (anyone responsible for turning AI ambition into measurable results).