Library
The customer experience outlook for 2026
In 2026, customer experience will be influenced by both AI agentification and economic divergence: AI may change the starting point of customer journeys, but overly rapid deployment could backfire; economic divergence prompts brands to pursue premium experiences, while inflation drives the rise of flexible reward programs.
The customer experience outlook for 2025
In 2025, the customer experience field faces a mix of old problems and new challenges: how to quantify the business value of CX initiatives, how to break down organizational silos, how to address declining customer feedback, and the risks of generative AI facing customers directly. Meanwhile, inflation and high expectations weaken loyalty, and metric obsession may backfire. CX Dive highlights the year's key focus areas through three in-depth articles.