New data from 1,505 European CX leaders reveals a decisive shift toward AI copilots, streamlined tech stacks, and stronger agent support heading into 2026.
OSLO, NORWAY – January 8, 2026 – Puzzel has released new findings from its latest State of Contact Centres survey, offering a detailed look at the trends, challenges, and priorities shaping customer service in 2026. Based on insights from 1,505 CX leaders and contact centre professionals across the UK, Netherlands, Norway, Sweden, and Denmark, the findings show how organisations are simplifying operations, scaling AI, and strengthening agent support to keep pace with fast-rising customer expectations.
Taken together, the findings reveal a clear direction: leaders are simplifying where it’s complex, automating where it’s repetitive, and investing in their people.
“The message from CX leaders is unmistakable,” said Frederic Laziou, CEO at Puzzel. “This year, they’re choosing clarity over complexity by embracing AI, consolidating tools, and strengthening support for their teams. Together, these shifts are laying the foundation for smarter systems and customer experiences that set a new standard for what it means to excel in CX in 2026 and beyond.”
After years of digital expansion, many contact centres have hit a wall of complexity. On average, leaders report using almost four different systems to manage customer interactions - a number that climbs even higher among larger organisations. Half of respondents say multiple vendors increase support and maintenance costs, while nearly as many struggle with data inconsistency and integration challenges.
As a result, simplifying the tech stack has become a clear priority. Almost all CX leaders (94%) say consolidation is essential to improving performance and efficiency. Rather than adding more tools, organisations are focused on reducing friction, connecting systems more effectively, and creating technology environments that are easier for agents to work with and for customers to move through.
High workloads and customer expectations continue to put pressure on frontline teams, but leaders see AI as part of the solution. Nearly all respondents, 91%, say agent-assist tools like copilots will be essential within the next two years. These solutions help agents by surfacing knowledge, guiding conversations, and automating admin tasks like tagging or summarising calls.
89% of CX leaders also believe AI will help shorten onboarding and training, allowing new hires to gain confidence faster. For many, this shift marks a new chapter in how technology and people work together.
“What we’re seeing is a clear shift in how AI is being used,” said Frederic. “Leaders are moving away from automation for its own sake and focusing on AI that genuinely supports agents. Agent assist tools like copilots reduce cognitive load in real time, enabling agents to stay focused, deliver service with empathy, and spend less time on administrative tasks.”
The State of Contact Centres 2026 report shows how customer service is evolving, with leaders prioritising simplicity, results, and stronger agent support.
To learn more about how Europe’s CX leaders are preparing for the next chapter of AI-driven service, download the full report below.
Download the State of Contact Centres 2026 report here.
The survey was conducted by OnePoll on behalf of Puzzel, gathering responses from 1,505 CX leaders and contact centre professionals across the United Kingdom, Netherlands, Sweden, Norway, and Denmark. Respondents represent organisations of all sizes and industries, offering a comprehensive view of the priorities shaping customer experience in 2026.