The landscape of customer eXperience (CX) is rapidly evolving, and 2026 is a significant year of transformation. Our partner Zendesk has just released their annual edition of the CX Trends 2026 Report, offering new insights from over 10,000 global leaders and consumers.

According to Zendesk, these are the 5 trends that are set to redefine the customer eXperience in 2026:

1. CX organisations invest in memory-rich AI to deliver true personalisation at scale.
2. AI-powered self-service accelerates consumer demand for instant resolutions.
3. Multimodal support enables seamless interactions across different channels and media
4. CX leaders rely on new AI metrics and access them via prompt-driven analytics.
5. More than ever, consumers demand the why behind AI decisions.

While the trends highlight the potential for improving and optimising CX, Capventis believes that success lies not just in adopting a technology but in how we integrate it. For us, technology alone is not enough. It must be supported by a skilled team, and design.

Our approach is to focus on the whole ecosystem: people, processes, and design, so technology becomes a tool for empowerment, not just an isolated solution. With our own methodology, IMPROVE we can do that.