The next chapter of CX

State of Contact Centres 2026

Backed by insights from over 1,500 CX leaders, this year’s report explores the challenges, trends, and opportunities shaping CX in 2026 and beyond - and how leaders like you are preparing for what’s next.

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See the trends
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We spoke to 1,505 CX professionals.
Here's what they told us.

top CX trends 2026

Get the full picture.

Explore the 6 key trends in customer experience for 2026.

Get ready for 2026. Download the full report to gain new insights to drive innovation, improve efficiency, and deliver exceptional customer experiences.

Inside the report:

  • The 6 key trends defining customer experience in 2026
  • Why consolidation and data quality are topping investment priorities
  • The technologies and strategies CX leaders are investing in
  • Predictions for the future of CX
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Customer experience in 2026

Six trends defining the contact centre.

CX leaders across Europe are redefining what great service looks like. This year’s findings show a clear direction: simpler systems, stronger data, and smarter human–AI collaboration. From consolidation and automation to copilots and agentic AI, the contact centre is becoming the heart of every customer-driven organisation.

Consolidate the stack. Accelerate AI. Prove impact.

SOCC statistics (11)

From overwhelmed agents to augmented teams:
data + AI are redefining support.

SOCC statistics (12)
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Deep-dive sessions

Dive deeper with
our webinar series.

Join our exclusive State of Contact Centres 2026 webinar series, where industry experts unpack the findings, explore best practices, and share real-world stories from leading CX teams. 

View all webinars
77%
say AI is crucial for personalised interactions 
65%
see AI tools as essential for reducing agent burnout
68%
believe AI-driven conversational analytics will be critical
SOCC 2026 - Sample-1
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Turn the 2026 insights into action
for your contact centre.

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