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 fundamentally 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. The result? A pivotal moment for CX leaders, one where incremental improvements are no longer enough, and experience itself becomes a defining competitive advantage.
Organizations that embrace these shifts won’t just improve efficiency; they’ll help define the next generation of customer journeys. From intelligent virtual agents that can anticipate intent to new models of human–AI collaboration, the CX landscape is evolving faster than ever.
To understand what’s coming next, we gathered predictions from Cresta leaders, customers, and industry experts on how AI will shape customer experience in 2026: what will change, what will accelerate, and how both customers and employees will feel the impact.
Check out insights for the year ahead from leaders at Aqua Finance, Alaska Airlines, Achieve, Cresta, and more here.
