Customer experience is under pressure heading into 2026. Three-in-five consumers believe service quality regressed in 2025, while contact center employees continue to face frustration, inefficiency, and disengagement. The solution is not mindset alone — it is the strategic adoption of emerging contact center technologies that empower agents, strengthen trust, and enable proactive, personalized care at scale.
This market study explores how CX leaders are evaluating new tools, where AI investments are accelerating, and what organizations must do to separate technology value from hype. From unified AI frameworks and predictive analytics to next-generation voice infrastructure, the report also provides a roadmap for building contact centers that deliver measurable ROI and human-centered customer connections.
Topics include:
- Discover what’s driving the biggest technology investments in 2026 — with CX leaders prioritizing customer service outcomes, smarter intelligence, and operational efficiency above all else.
- Learn why trust is becoming the true differentiator in AI-powered service, making security, privacy, and compliance non-negotiable for customer-facing automation.
- Explore how the future of support depends on stronger AI-human collaboration, including seamless handoffs, personalization, and multichannel engagement that feels natural and connected.
- See how contact centers are turning data into action, using predictive analytics, root cause insights, and omnichannel quality measurement to create lasting CX impact.
- Get a preview of the next wave of emerging technologies reshaping the industry, from real-time sentiment analytics to journey orchestration and AI-driven workflow optimization.