The Rise of the Human & AI Hybrid Model: The 2026 CX Workforce Report

Everyone is talking about AI replacing jobs and shrinking the CX workforce.

But the data tells a different story. 

Join Cresta and Brooke Lynch, Divisional Director & Principal Analyst at CCW Digital, as we unpack the findings from the 2026 CX Workforce Report. Based on insights from 300 CX leaders, this session reveals how AI is reshaping workforce strategy, operating models, and the future of customer experience.

In just 30 minutes, we’ll cover: 

• How AI is transforming the CX hybrid workforce of human and AI agents
• What new roles and skills are emerging and where teams should invest
• Where AI is driving measurable impact across productivity, CX, and agent experience
• The biggest challenges to scaling AI including limitations with complex issues, integration, and data access 

You'll leave with a data-backed view of how the CX workforce is evolving and what it means for your hiring plans, staffing model, and AI roadmap.