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2026 is shaping up as a tipping point for customer experience. After a 2025 marked by the accelerated adoption of AI agents, next year presents itself as a time to order, scale and demonstrate. Companies are beginning to demand that AI agents, back office automation, and conversational and data analysis work together to create more efficient and, above all, more consistent experiences at every point in the customer journey.
This new scenario proposes unavoidable questions: Can AI bring measurable value to the operation? Where is the human touch still essential? Where is omnichannel evolving in CX? How do you build trust in an increasingly regulated AI context? What role will conversational data play in decision-making?
Las Trends of 2026 respond precisely to these concerns. Everything points to a smarter, more transparent and deeply customer-oriented CX model. Let's go point by point to understand What opportunities do new trends open up in CX for those who want to lead it.
1. AI enters its decisive year to demonstrate real value
After several years of pilots and promises, 2026 will be the time when organizations evaluate AI for its real impact. El State of AI in Business 2025 Report prepared by MIT shows a strong fact: 95% of GenAI's business projects are not generating returns. With numbers like this, it's not surprising that the conversation is moving from “what can AI do” to “what impact does it have on my operation”.
In this context, the adoption of AI agents equipped with Agentic AI (capable of reasoning, making decisions and executing processes autonomously) is beginning to consolidate as the next natural step within the contact center. And the thing is that, by 2026, the expectation is no longer to experiment: it is to scale with impact.
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2. Empathy once again leads the customer experience
As automation grows, the The human role becomes strategic. El Conversational AI in CX Industry Report reveals that 88% of professionals consider It is essential to have a smooth transfer to a human agent during interactions managed by AI agents.
This confirms something we see every day: when AI agents and people work together, the experience improves. Virtual agents deal with the repetitive, while people deal with what requires sensitivity and judgment.
Inagent, our AI agent solution, is designed precisely for that: collaborating with human teams and freeing them from routine tasks so that they can focus on higher-value conversations. Technology drives, but it's empathy that connects.
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3. The experience flows when the brand does remember the customer
If we look at the users, the conclusion is clear: the lack of continuity remains one of the great frustrations. El State of Digital Experience Report 2025 Reveals that 91% of people experienced a frustrating digital experience in the last year, largely because they have to repeat information, change channels without coherence or interact with systems that “don't remember” their context.
In 2026, this began to take a turn thanks to a new concept that was consolidated as a standard: contextual intelligence. We are no longer just talking about omnichannel, but about a continuous experience, where human agents or AI, data and context work together so that every interaction makes sense, even when the customer changes channels.
More and more people expect brands to “remember them” and act accordingly. And for many companies, this change has ceased to be an ideal and has become a competitive need: text, voice, video, chat, social networks... all channels must coexist in a fluid and coherent way.
This leap represents a decisive improvement in personalization, whether we are talking about interactions managed by human teams or by AI agents:
- AI Agents: for example, the capacity context-aware by Inagent (often also called Memory-rich) allows just that: remember history, preferences, and previous interactions; interpret intent in real time; and resume any conversation without forcing the customer to start from scratch.
- Teams in the contact center: contact center solutions such as Inconnect, by having integration with CRM as Infunnel, make a unified history of interactions available to the agent. This omnichannel approach allows voice, chat, email, networks and more to work as a single experience. The customer doesn't notice the channel change, the conversation follows its natural course.
In short, The experience flows when the brand does remember the customer. And in 2026, that fluidity will be the new standard of a mature CX.
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4. Transparent, secure and auditable AI
Organizations are increasingly aware that customer trust is at stake in how they manage their data. According to the Conversational AI in CX Industry Report, the security and privacy are the main concern for 63% of companies, and a 95% rate it as very important that AI solutions ensure solid management of both aspects.
In addition, the arrival of new global regulations during 2026 will force companies to demonstrate how they train their models, what data they use and how the traceability of each automated decision is ensured. It's a profound change: the transparency It ceases to be an added value to become an essential requirement.
At Inconcert, this commitment is part of our essence. This is reflected in our safety certifications, where we explain the standards we apply to ensure responsible, auditable AI aligned with regulatory requirements. La transparency It stops being a gesture and becomes a competitive advantage.
5. Advanced conversational analysis with GenAI opens the door to a complete understanding of the customer
2026 will also be the year that conversational analytics moves to promote strategic decisions. GenAI now makes it possible to analyze 100% of interactions in text or voice channels, detecting reasons for contact, objections or early signs of dissatisfaction.
Solutions such as Inspeech allow us to evaluate each conversation in depth, while tools such as Infunnel connect these insights to the entire customer journey. This approach is already reflected in the I Observatory on Marketing Automation and Business Efficiency, which demonstrates how the crossing of conversational and behavioral data makes it possible to detect friction, better segment and anticipate problems before they affect the experience.
For the first time, companies will be able to connect what the customer says with what the customer does, building a 360° vision based on real data.
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2026: an opportunity to strengthen the bond with your customers
2026 may be a good time for many organizations to take a breath, review how they are accompanying their customers and assess what adjustments can help them evolve towards a more careful and coherent experience. Sometimes, you just need to stop for a moment, look at the entire journey and detect those small opportunities that can be transformed into real improvements.
And, for those who are already in that process, it is always good to rely on some referrals that help guide the way:
- Adopt a omnichannel strategy supported by comprehensive platforms such as Inconnect.
- Incorporate Conversational AI to automate repetitive tasks without losing the human touch.
- Strengthen the data governance, security and transparency as pillars of trust.
- Bet on one personalization based on context, history and behavior real.
- Analyze the experience and the Customer Journey unmitigated with advanced tools such as Inspeech and Infunnel.
The new year is presented, in short, as a Window of Opportunity for all organizations that want to take a real leap in their customer experience. The right combination of Technology, Data and Empathy it will allow us to offer more valuable interactions and build relationships that last over time.
Bet on solutions such as the Inconcert omnichannel ecosystem it's not just an operational improvement: it's a strategy to grow in a sustainable way and create more meaningful connections in every interaction. And maybe now is the best time to ask yourself the big question: Is your organization ready for the customer experience of the future?
