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CX trends enterprise leaders should know in 2026
Customer experience is undergoing a great deal of change. As a result, business tech buyers should take note of some key CX trends shaping the industry in 2026.
Evaluate
Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability.
News
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.
Manage
7 customer experience trends to know in 2026
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
Trending Topics
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Marketing & Sales News
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.
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E-Commerce Evaluate
At this juncture, AI's influence on e-commerce is still muddy
The bottom line: AI is driving some sales, but it's hard to quantify.
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Customer Service & Contact Center News
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
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Customer Experience Management Evaluate
CX trends enterprise leaders should know in 2026
Customer experience is undergoing a great deal of change. As a result, business tech buyers should take note of some key CX trends shaping the industry in 2026.
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Customer Data Management Manage
Contact center back-end integrations drive revenue growth
By integrating contact center software with back-office apps, companies can improve employee productivity, customer satisfaction and ultimately their bottom line.
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CRM Tools & Strategy Evaluate
Why enterprise AI is becoming a governance issue
As teams plan for the year ahead, AI decisions are shifting away from capability questions and toward ownership, control and accountability.
Sponsored Sites
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Customer Experience
Deliver a Greater Customer Service Experience with ServiceNow CSM
Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
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Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
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Evaluate
CX trends enterprise leaders should know in 2026
Customer experience is undergoing a great deal of change. As a result, business tech buyers should take note of some key CX trends shaping the industry in 2026.
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Why enterprise AI is becoming a governance issue
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AI creating new contact center jobs for agents
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At this juncture, AI's influence on e-commerce is still muddy
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Problem Solve
8 challenges customer success teams face
Effective customer success improves retention and growth, but many teams struggle to understand customers' goals, create a smooth onboarding process and align with sales teams.
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The top challenges of influencer marketing and their solutions
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Contact center fraud: How to detect and prevent it
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Why contact centers have high turnover and how to combat it
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Manage
7 customer experience trends to know in 2026
Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
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Contact center back-end integrations drive revenue growth
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Early adopters of agentic AI for customer service offer advice
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12 sales pipeline management best practices
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Customer Experience Basics
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Get Started
What agentic commerce means for CXOs and B2B buying
Agentic commerce, like ChatGPT shopping, could streamline B2B product procurement. But enterprise infrastructure, security and purchasing validation processes need to be figured out.
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Get Started
What are virtual agents and how are they being used?
A virtual agent is an AI-powered software application or service that interacts with humans or other digital systems in a human-like manner, most often using natural language.
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Get Started
Customer acquisition cost (CAC): How to calculate and reduce it
Customer acquisition cost (CAC) is the cost associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.
Multimedia
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The history and evolution of CRM
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Get Started
The evolution of chatbots and generative AI
Vendor Resources
- The Omnichannel Playbook –White Paper
- Computer Weekly – 25 November 2025: Hacker for hire –Ezine
- Elevate customer experiences: Getting started with AI in Customer Service –Research Content
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News
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Customer experience management
Agentic orchestration, the next AI issue for CIOs to tackle
Salesforce, ServiceNow, AWS and others would like to manage all of your AI agents.
-
Customer service and contact center
Agentic AI security focus of ServiceNow acquisition targets
ServiceNow attempts to build one (secure) platform to rule them all.
-
Marketing and sales
What Salesforce's AI agents can do for nonprofits
Salesforce Agentforce Nonprofit goes live, extending agentic AI to resource-constrained organizations.
Search Customer Experience Definitions
- What are virtual agents and how are they being used?
- Customer acquisition cost (CAC): How to calculate and reduce it
- What is direct marketing?
- What is mobile CRM?
- What is field service management (FSM)?
- What are customer service and support?
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy