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Now new: CX Trends 2026
The Zendesk CX trends for 2026 are here! New technologies, rising customer expectations and AI-driven processes are fundamentally changing how companies interact with their customers. With our partner Zendesk, we take a look ahead: Which customer experience trends will be decisive in 2026 - and how can companies set the course for sustainable success today?
The 5 trends at a glance:
- CX companies are investing in memory-rich AI to enable personalization at scale.
- AI-powered self-service is driving consumer demand for instant solutions.
- Multimodal support enables frictionless, seamless interactions across multiple channels and media.
- CX leaders are relying on and accessing new AI metrics via prompt-driven analytics.
- More than ever, consumers are demanding a rationale for AI decisions.
