What does great CX look like in 2026? In this session, we explore the six trends shaping contact centres, drawing on insight from 1,505 CX leaders across Europe. 

The key trends shaping 2026 

CX leaders are facing a year of fast-moving change. AI adoption is accelerating, tech stacks are under pressure to simplify, and expectations from both customers and agents continue to rise. 

The data shows just how quickly priorities are shifting: 

• 94% of CX leaders say simplifying their tech stack is key to improving efficiency and performance 

• 85% say their organisation is prepared to implement AI, but only one third feel fully prepared 

• 91% believe agent assistant tools like copilots will be essential in supporting agents 

This webinar gives you a clear, research-backed overview of the six key trends shaping contact centres in 2026 — and what they mean for teams planning their next steps.  

Based on insights from 1,505 CX leaders across Europe, this session brings the findings from the State of Contact Centres 2026 report to life with data, context, and practical commentary. 
 

Prepare for 2026 and beyond 

Join this session to get a clearer view of where contact centres are heading, and what that means for your priorities in the year ahead. 

You’ll learn: 

• The six key trends shaping contact centres in 2026 

• How AI adoption is progressing across the industry 

• What leaders can do to prepare for the next phase of AI 

The session is designed to help you sense-check your plans for 2026, whether you’re reviewing technology, rethinking ways of working, or planning how to support your agents more effectively.