18 Customer Experience Predictions for 2026

Adrian Swinscoe’s latest annual forecast gathers insights from nearly 400 CX leaders and industry experts to outline the key trends that will shape customer experience in 2026. The themes reflect an evolution in how brands balance technology, human interaction, and measurable outcomes — with a strong emphasis on AI, customer trust, personalization, and strategic business value.

Russ Fradin, CEO at Larridin, emphasizes that 2026 will shift the focus from experimenting with AI to proving measurable value. He predicts that companies — especially in customer experience — must track usage, measure outcomes, and integrate AI tools internally to maximize ROI. According to Russ, the winners won’t be those with the most expensive AI, but those who capture the most value from the AI they already use. 

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