Cloud contact centres: Modernising customer service for a digital-first world

Contact centre leaders today are navigating a perfect storm of rising customer expectations, surging volumes of interactions and tickets, and a growing mandate to do more with less. 

While technology is advancing rapidly – and offering real solutions to these challenges – it also brings complexity. Leaders must not only identify the right tools but also manage digital transformation, train their teams effectively and continuously demonstrate return on investment (ROI). 

In 2026, CX Network’s annual research into the state of CX found that at present, cloud migration is a top-10 investment priority for CX practitioners globally and that when it comes to strategic CX aims for the year ahead, 14 percent of practitioners are focused  on transitioning to a virtual or hybrid contact centre model. The research, conducted in December 2025 and January 2026, also found that 94 percent of respondents have seen customer service interactions increase over the last year, with the greatest share (21 percent) of respondents saying their service suite now handles 10-20 percent more contacts than a year ago.

It’s clear that legacy contact centre environments are falling short of delivering the rapid and seamless support customers demand. Crucially, in an era defined by AI-powered capabilities, cloud contact centres are the bedrock of transformation. 

This CX Network report explores how cloud contact centres enable the future of customer service. Featuring insights from practitioners who have worked for LEGO  Group, CommBank, GB Corp, Siemens Healthineers, and ALDO Group, this report offers practical guidance and forward-looking perspectives for those leading the next wave of CX transformation. 

Download this report to discover: 

• Learn how cloud contact centres catapult companies to next-gen CX
• Discover how to strategically automate parts of CX to elevate empathy
• Find out how practitioners overcome their challenges around workforce buy-in and company culture