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:

1. CX companies are investing in memory-rich AI to enable personalization at scale.
2. AI-powered self-service is driving consumer demand for instant solutions.
3. Multimodal support enables frictionless, seamless interactions across multiple channels and media.
4. CX leaders are relying on and accessing new AI metrics via prompt-driven analytics.
5. More than ever, consumers are demanding a rationale for AI decisions.