January 27, 2026 • 38 min
Customer experience is entering a new phase of change. AI adoption, shifting pricing models, and deeper system integration are reshaping how enterprises measure performance and deliver service.
In this fireside chat, CX Foundation analysts Katherine Stone and Charlie Mitchell unpack the biggest CX trends shaping 2026 and explain what these shifts mean for contact centers, IT teams, and business leaders.
What You’ll Learn
- Why contact centers are no longer the full definition of CX
- How AI-first KPIs like resolution and customer effort are evolving
- What is driving CCaaS, CRM, and ITSM platform convergence
- How pricing models for CX platforms are changing
- Why agent burnout and case complexity are becoming priority metrics
This conversation shows how CX leaders must adapt to an environment shaped by AI, integration, and operational change. Organizations that modernize their metrics, align teams, and invest in scalable CX architecture will be better positioned to compete in 2026 and beyond.