Ryan Strategic Advisory has published its latest outlook on CX technology and services trends for 2026. This report was based on a survey of enterprise customer experience managers based in Australia, Canada, Germany, the United Kingdom and the United States.
According to the insights gleaned from this sample, there is notable commercial optimism among captive operators in regard to the coming calendar year. In addition, enterprise contact centers are expected to improve their service delivery levels in 2026.
However, 2026 will not be without headwinds. There is widespread concern about the impact that shifting economic policies and tight budgets will have on in-house CX operations. Ironically, this comes at a time when advanced technologies will be more in-demand than ever, as a means of better responding to consumer needs.
And, with the need to stand out in an ever-crowded market, both outsourcers and CX technology vendors need to choose their channels of promotion wisely.
‘In many ways, 2026 is shaping up nicely for customer experience leaders. There seems to be a sense that the uncertainty they were dealing with twelve months ago is less pronounced. This is driving a desire to procure the right tools and services to manage end-user needs. Moving into the coming year, both CX tech vendors and BPO providers need to align their offerings to the needs of their prospects, and ensure that they market offerings on the basis of desired outcomes, not slogans’, said Peter Ryan, Principal Analyst at Ryan Strategic Advisory.
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