CX Trends 2026: Fast Forward

CX doesn’t wait for anyone. New tech, new expectations, new standards…the pace of change is relentless. What wins today won’t cut it tomorrow, and if you’re stuck in the past, you risk losing customers and relevance.

In 2026, CX leaders are leveraging generative AI, AI agents and human-AI collaboration to transform customer experience and customer support. And as customers expect a personalized experience in real time, businesses are using AI-powered and AI-driven solutions to optimize customer journeys and improve CX.

These innovations are not only reshaping customer expectations and the role of the contact center but also creating competitive differentiators that drive customer loyalty and customer trust. Ultimately, staying ahead of the customer experience trends shaping 2026 and beyond will be key to maintaining a long-term competitive advantage.

Our CX Trends report dives into the innovations, insights, and strategies shaping the future of customer experience and customer service — so you can stay ahead while others catch up.

Discover in our 2026 Customer Experience Trends report:

• How to make agentic AI a true success story
• Ways to supercharge personalization
• How to optimize your tech stack for agility and scale