CX 2026 Trends: Top Strategic Insights

Smarter service. Faster outcomes. Happier customers. See the 10 CX trends leaders are acting on now to stay competitive in 2026.

By 2026, customers will expect AI that’s quick, personal and actually helpful. This report from NiCE dishes out the 10 trends redefining customer experience—think: agentic AI that works with your team, orchestration that eliminates chaos and visibility that makes AI results crystal clear.

2026 CX Trends Guide: Top 10 Insights for Smarter Strategy

Inside, you’ll find:

  • AI that collaborates, personalizes and scales support without extra headcount
  • Orchestration that unifies people and tech around real outcomes
  • Memory that remembers customers so you don’t sound like a stranger
  • Visibility that earns C-suite trust by proving AI’s impact

Download the guide and build a CX strategy your team—and your customers—will thank you for.

Presented by

NiCE is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.

For more information about NiCE, please visit nice.com.