Customer Expectations Are Rising; Will You Meet This New Standard in 2026?
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According to CCW Digital research, 60% of consumers feel experiences got worse this past year. Pain points like impersonalization, long wait times, and difficulty choosing one's preferred channel are enduring.
According to Zendesk research, customer standards for customer service are only rising. Customers are also showing preference for in-person phone support even as so much of the industry obsesses over no-touch or low-touch AI-powered experiences.
Put these statistics together, and you see a clear challenge for 2026. It will not be enough for contact centers to address long-lingering pain points. They will also have to reach a new threshold for care -- one that uses technology to elevate personalization, improve convenience, and augment the impact of the human touch.
If it sounds daunting, it is because it is. But if it sounds impossible, it is because you have not yet experienced our upcoming webinar on Getting Ahead of the Next Wave of Customer Expectations.
