Browsing: CX Predictions 2026

The traditional “omnichannel” approach is being replaced by something far more dynamic: a living ecosystem…

Failing to disclose an AI interaction, particularly one that results in a poor service experience,…

In a recent interview with CXFocus’s Michael Gwilliam, at Ashton Media’s CX Retreat, Siân Howatson,…

AI’s true potential lies in disrupting the Australian market by enabling unique customer experiences, according…

Kellie Hackney, ANZ Regional Vice President for Zendesk, identifies ‘contextual Intelligence’ as the dominant trend…

Dannielle Pearson, Head of Customer Strategy & Insights at Concentrix, recently shared her perspective on…

In the first installment of our CX Predictions 2026 series, I sat down with Laurence…