CX in 2026: The trends APAC practitioners need to know
The top trends, developments and investment priorities that will drive the work of CX practitioners in APAC in 2026
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In 2026, CX in APAC won’t be won on channels or headcount, it will be won on how effectively leaders orchestrate human and AI agents on a single platform. The rise of AI-first operating models, combined with APAC’s linguistic diversity, digital expectations, and regulatory acceleration, is redefining what it means to deliver service at scale.
The complexities of customer experience today can no longer be handled with tools alone; instead, leaders are implementing unified systems of engagement that can orchestrate human and AI intelligence across every touchpoint, every workflow, and every moment.
To understand how APAC practitioners are navigating this transition, CX Network partnered with NiCE to conduct a region-wide study during October and November 2025. CX in 2026: The trends APAC practitioners need to know is based on the results of that study and as such, acts as both a benchmark for leaders seeking to understand where they are today and how they can move confidently into an AI-first 2026.
Download the report to discover:
- The strategic priorities and emerging trends shaping CX investment in APAC.
- Where organizations stand on the journey from on-premise to cloud.
- The capabilities practitioners view as essential for 2026 and the barriers slowing innovation, including data, AI literacy, budgets, and culture.
