Author: Jon Burghart

Looking ahead to 2026, it is clear that this will be a transformational year for contact centers. We have already reached a pivotal moment where AI has shifted from isolated pilot programs to widespread adoption. According to Gartner, 85% of customer experience leaders are now implementing customer-facing GenAI solutions, unlocking benefits such as continuous 24/7 support, reduced operating costs, and significantly improved customer service. As contact centres embark on the journey toward intelligent customer service, the path is defined by more than just technological upgrades, it’s a transformation that touches every facet of operations. The transition from static bots to…