Customer Experience Trends for 2026

Customer experience (CX) continues to evolve rapidly, with AI and automation transforming how businesses interact with customers. In this article I will reflect on past predictions, evaluate what actually happened in 2025, and share my insights for CX in 2026.

Was I Right? Reviewing 2025 Predictions

Looking back at last year, let’s evaluate how things unfolded and if my predictions were on point. Here’s the breakdown:

1. Customer Experience Jobs Will Disappear by 2030
Prediction: CX roles would largely vanish as AI automates customer service.
Outcome: Partially correct. AI is embedding CX best practices, automating repetitive tasks, and supporting agents. However, human oversight is still critical, and CX as a profession is far from extinct. Companies adopting AI without proper training often saw poor results and frustrated customers.

2. AI Will Dominate Everything
Prediction: AI would become central to business operations.
Outcome: Correct. AI’s influence expanded dramatically, creating trillion-dollar companies and reshaping industries. The global economy is heavily reliant on AI innovation, particularly in tech hardware and software, making AI the dominant trend in business operations.

3. AI Backlash Will Reverse Its Popularity
Prediction: People would resist AI adoption.
Outcome: Incorrect. Users are increasingly comfortable with AI. While some resist poorly implemented tools, overall adoption is growing, and expectations for AI-driven solutions continue to rise. The challenge remains ensuring AI is properly trained, prompted, and iterated.

4. Consumers Will Share Less Feedback
Prediction: Customers would become less willing to provide feedback.
Outcome: Correct. Surveys are increasingly ignored because they are time-consuming and often perceived as irrelevant. Metrics like NPS continue to lose effectiveness as customers prefer convenience over engagement, confirming the difficulty of collecting actionable insights.

2026 Predictions: What’s Next in Customer Experience

Now, it’s time to renew the tradition! Let’s see what the magic ball says about 2026!

1. Autonomous Customer Support
AI-driven support will continue to advance, handling repetitive tasks and providing consistent service. Success depends on proper training, iteration, and escalation for cases requiring human intervention. Businesses that implement autonomous support effectively will save time and reduce operational costs while maintaining high service standards.

2. Rising Customer Expectations
Consumers demand faster, better, and more personalized experiences than ever before. Companies must stand out by delivering memorable first touches, consistent follow-ups, and high-quality service throughout the entire customer journey. Those failing to meet expectations risk losing business to more attentive competitors.

3. Customer Experience as a Competitive Differentiator
Companies that embed CX into their DNA will outperform others. Only a small percentage of organizations excel by prioritizing customer interactions internally and externally. Businesses that ignore CX risk losing market share, while those investing in well-planned, customer-centric processes will see long-term success.

4. Narrow AI Tasks Over Broad Promises
The AI “bubble” may create misconceptions about its capabilities. Broad, undertrained AI tasks often lead to mistakes and hallucinations. Companies must focus on narrow, well-defined tasks and continually iterate to achieve reliable results. Disciplined AI application is key to leveraging its full potential.

Conclusion

Reflecting on the past and looking forward, several key takeaways emerge:

• AI will continue to dominate, but success requires proper training and iteration.

• Customer expectations will keep rising; businesses must deliver better, faster, and more consistent experiences.

• CX excellence is increasingly a differentiator that can make or break companies.

• Focused, iterative AI solutions outperform broad, generic implementations.

For CX leaders, the message is clear: invest in processes, train AI responsibly, and always keep the customer at the center. Companies that balance innovation with thoughtful execution will thrive in 2026, while those that ignore these trends risk falling behind.

---

Let’s get to know each other!