The NiCE CX Trends Report 2026 outlines how generative and agentic AI are reshaping customer experience, service delivery, and wider operations.
Inside the report you’ll find:
The top 10 CX trends for 2026, including the rise of AI-first service and the shift toward human-centred, transparent AI
Expert viewpoints and real examples showing how AI supports employees and strengthens customer loyalty
Practical guidance for adopting AI, improving workflows, and unifying intelligence across the organisation
A clear look at changing customer expectations, from instant support to more personal interactions
Insights on implementation challenges, observability, and achieving meaningful ROI
Download the full report to explore how NiCE sees CX evolving in 2026.
