Customer experience rankings fell for the third straight year and hit an all-time low in 2024 – so there’s plenty of room for improvement as brands head look to 2025. Here’s what CX market watchers and analysts are predicting for the year ahead.
2025 CX forecast: Key trends experts are tracking
CX Trends 2026: Fast Forward
Our CX Trends 2026 Report dives into the innovations, insights, and strategies shaping the future of CX — so you can stay ahead while others catch up.
CX Trends 2026: Fast Forward
Our CX Trends 2026 Report dives into the innovations, insights, and strategies shaping the future of CX — so you can stay ahead while others catch up.
Get the trends report
More insights from TTEC
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AI doesn’t work for everyone – how can tech CX leaders get it right?
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Predictive personalization becomes the future of travel CX
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AI gets real: What sales teams need to win in 2026
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Concierage-level engagement builds trust, lifts NPS for auto brand
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The future of tech and telecom CX: Speak every customer’s language instantly
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AI-enhanced sales: Trends for 2026
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Data-driven insights set the pace for retail personalization in 2026
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Journey mapping: Healthcare’s key to unlocking AI in 2026
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Understanding: The first step in KYC opportunities for retail banks
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CX Trends 2026: The future of CX is agile and agentic
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Healthcare payer bumps NPS 17% with data-driven, precision coaching
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CX Trends 2026: Fast Forward
Read the trends report
