4 CX trends to capitalize on in 2026
A deep dive into four AI-driven CX trends influencing the work of practitioners, with insight on how to leverage their capabilities and invest wisely
Add bookmark
CX Network’s annual research into the state of CX has repeatedly highlighted how major business and customer trends such as AI and automation, personalization, and data management are influencing the role of the modern CX practitioner. However, since late 2025, transformational developments in both the business and consumer tech spaces have driven an urgent need for practitioners to return to the drawing board and rethink both what’s possible and how they approach experience design and management.
Narrowing down on four major, AI-driven trends that are changing CX right now, this CX Network report explores how practitioners and their organizations can capitalize on the current moment and invest for the future.
Featuring insights from Super Retail Group, Cigna Healthcare, Expereo, Liberty Specialty Markets, and Tata Communications – as well as real-world case studies from organizations in the airline, automotive, and agriculture industries – this report reveals the frameworks and capabilities that unlock measurable business impact through AI-led CX.
Download this report to discover:
- The top trends influencing the role of CX practitioners in Europe, the US, and APAC regions
- How to capitalize on the biggest developments in CX and invest for the future
- Insights from practitioners in the banking, retail, airline, automotive, and healthcare industries
