Customer interaction analytics, autonomous agents and AI-driven upsells are some of the CX trends that could boost revenue, cut costs and improve customer service.
The pace of change in customer experience has never been faster, as technological innovation and customer expectations create competitive pressure on every business technology leader.
For business leaders who pivot correctly, however, the transformations ahead of them hold significant promise. In Metrigy’s “Customer Experience Optimization 2025-26” global study of 656 companies, several key points emerged to help IT and CX leaders navigate this rapidly changing era.
The report highlighted seven key trends that CX leaders should watch out for in 2026. CX tech buyers should evaluate these data-backed shifts for their strategic planning in the new year.
1. Interaction analytics improve business decisions.
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