Build your plan for CX success in 2026: Latest consumer trends revealed
Build your plan for CX success in 2026: Latest consumer trends revealed
In a global economic and political climate that is teeming with uncertainty, 2026 creates a unique window of opportunity for organisations unlike any that we have seen in the five years of studying consumer experience trends.
While AI (and its agentic revolution) presents opportunities to reduce cost to serve, deploying it strategically to deliver personal experiences and resolving issues will be what builds trust, loyalty, and in turn, sustainable business growth.
Join us as we dive into the data, and provide expert and real-world guidance on how businesses can successfully navigate the path towards CX success in 2026.
Special guest speaker - Marc Bacchetto, Crew Lead, CX Delivery at Commonwealth Bank of Australia
We are excited to have the leader of the CX Delivery function from one of APJ’s largest financial institutions join this session to share real-world perspectives on how to approach 2026.
In this session, you'll learn
-
- Deep dive into the stats and insights behind the state of CX, including loyalty, consumer spend, and satisfaction metrics
-
- What consumers really think of the use of AI in customer service, and what you can do to scale service excellence
-
- Where to prioritise your CX efforts to see the most impact in 2026
-
How to navigate the decline in consumer willingness to share their data and how you can build trust
