Top Five CX Trends for 2026

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.