Experts Predict:
How AI Will Continue to Reshape Customer Experience
in 2026

As we move into 2026, customer experience is entering a period of accelerated reinvention. AI is no longer simply enhancing contact center operations—it’s reshaping how customers expect to engage, resolve issues, and build trust with the brands they rely on. Advancements in automation, conversational intelligence, and predictive insights are converging with rising expectations for immediacy and personalization, creating a pivotal moment for CX leaders.Organizations that embrace these shifts won’t just improve efficiency—they’ll define the next generation of customer journeys. From intelligent virtual agents that can anticipate intent to new ways humans and AI will collaborate, the landscape is evolving faster than ever.Below, we’ve collected forward-looking perspectives from Cresta employees, customers, and industry thought leaders on what AI will mean for customer experience in 2026—what will change, what will accelerate, and how both customers and agents will feel the impact.

Ping Wu  
CEO, Cresta
Ping Wu predicts that 2026 will be defined by the rise of ambient and highly personalized AI agents. He envisions AI that works alongside humans, handling repetitive workflows, retaining full customer context, and proactively surfacing insights, so that teams can deliver more emotional, personalized, and proactive customer experiences at scale.
Phil Kolterman
CIO, Brinks Home
Phil Kolterman foresees a “run at change” mindset defining CX in 2026. In a landscape where AI is moving too quickly for perfect plans, he believes that rapid experimentation and proof-of-value pilots will be essential to discovering what truly drives results.
Brandon Peterson
SVP, Client Experience & Operations, Achieve 
For Brandon Peterson, the future of CX is AI-first. He expects nearly every customer interaction to begin with intelligent automation, with human agents playing a critical supporting role to ensure quality and empathy.
Dan Greer
SVP, Servicing Operations, Aqua Finance
Dan Greer predicts that AI will finally enable companies to engage customers through the channel of their choice. He highlights the growing importance of true omnichannel experiences—and notes that Cresta’s roadmap is the first approach he’s seen that brings that vision to life in a meaningful, practical way.
Lori Bradshaw
Managing Director of Guest Care, Alaska Airlines
Lori Bradshaw sees AI ushering in a new era of frictionless CX—one where customers can effortlessly get the answers or support they want, on demand and in the format that fits their needs. Speed and accessibility, she believes, will define the next wave of customer experience.
Iwona Bialynicka-Birula
Head of Applied Research, Cresta
For Iwona Bialynicka-Birula, the next big shift in AI will come from systems that can be evaluated and improved automatically. By 2026, she expects AI agents to learn on the job from human feedback, enabling organizations to scale automation far beyond today’s limits and empowering employees with unprecedented capabilities.
Todd Traynor-Corey
VP, Guest Products & Experience, Alaska Airlines
Todd Traynor anticipates a continued shift toward AI-enhanced frontline service. In high-touch environments like air travel, he expects AI to provide just-in-time insights that help employees offer more personalized, seamless support from curb to gate.
Josh Levin
Head of Product, Cresta
Josh Levin believes 2026 will be the year the AI application layer finally catches up to the power of large language models. With better context management, rigorous evaluation, and faster testing, he expects AI to unlock richer, more contextual customer journeys – and separate the platforms that truly deliver value from those that don’t.
Robin Gareiss
CEO & Principal Analyst, Metrigy
Robin Gareiss sees 2026 as the year AI analytics move from “nice to have” to mission-critical. From real-time customer insights to AI agents coordinating work across front and back offices, she believes these capabilities will fundamentally reshape how organizations understand customers and run their businesses.

The experts agree:
AI agents will play a central role in CX in 2026.

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