What’s ahead: The outlook for 2026
What will customer experience look like in 2026? At Elevate ’25, we’ll share predictions for the European contact centre market and the wider CX industry. From shifting customer expectations to the rise of new AI capabilities, we’ll unpack the shifts shaping the next 12–18 months — and the steps you can take now to prepare your organisation for what’s ahead.
The next wave of AI
Agentic AI is changing how people and technology work together in the contact centre. From guiding agents in real time to predicting customer needs, it’s redefining the balance between automation and empathy. You’ll see how this new wave of AI can improve customer outcomes, make agents’ work more rewarding, and boost overall performance.
Stories that inspire
The best ideas don’t just come from roadmaps or predictions, they come from real experiences. At Elevate Virtual ’25, you’ll hear directly from organisations who are already rethinking how they serve their customers. From faster response times to smarter use of AI, these stories will show what’s possible when people, processes, and technology come together.
“It was a gamechanger! Sign me up for next year’s. It was refreshing to hear other leaders share similar concerns, and the topics were well-considered
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