{"id":53972,"date":"2026-01-10T09:14:39","date_gmt":"2026-01-10T17:14:39","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=53972"},"modified":"2026-02-05T14:53:01","modified_gmt":"2026-02-05T22:53:01","slug":"cx-trends","status":"publish","type":"post","link":"\/us\/en\/blog\/cx-trends\/","title":{"rendered":"12 customer experience (CX) trends to watch in 2026"},"content":{"rendered":"<p><span style=\"font-weight: 400\">In 2026, <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-service-vs-customer-experience\/\">customer experience<\/a> trends build upon the groundwork laid in 2023 and before. The digital age has created increased opportunities for organizations to interact with the marketplace. Reflecting on the rapid digital transformation of recent years, we have learned that keeping the customer experience front and center drives better revenue and greater success than a singular focus on cutting costs.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Changes in technology and customer needs make for a dynamic environment. Keeping up with CX trends is necessary for sustained, competitive success. The following CX trends for 2026 highlight critical factors impacting the business ecosystem, with a significant focus on the role of artificial intelligence.<\/span><\/p>\n<p><strong>Here are the CX trends we&#8217;re watching in 2026:<\/strong><\/p>\n<ol>\n<li><a href=\"#one\">Generative AI: The game changer in personalized CX\u00a0<\/a><\/li>\n<li><a href=\"#two\">Omnichannel evolution: Seamless interactions across platforms<\/a><\/li>\n<li><a href=\"#three\">Smarter chatbots: Beyond basic queries<\/a><\/li>\n<li><a href=\"#four\">Immersive CX: Engaging customers like never before<\/a><\/li>\n<li><a href=\"#five\">Conversation intelligence: Understanding customers on a deeper level<\/a><\/li>\n<li><a href=\"#six\">Customer journey: A more connected path to success<\/a><\/li>\n<li><a href=\"#seven\">Mobile CX improvement: Meeting customers where they buy<\/a><\/li>\n<li><a href=\"#eight\">Prioritizing security: A safer customer experience<\/a><\/li>\n<li><a href=\"#nine\">More self-service: Balancing self- and agent-supported opportunities<\/a><\/li>\n<li><a href=\"#ten\">Data collection: More emphasis on primary data gathering<\/a><\/li>\n<li><a href=\"#eleven\">Buyer personas: More real-time adaptation<\/a><\/li>\n<li><a href=\"#twelve\">Continuous agent development: Training, cross-training and reinforcement<\/a><\/li>\n<\/ol>\n<h2 class=\"heading h2\"><a id=\"cust\"><\/a>12 customer experience\/CX trends to watch in 2026<\/h2>\n<h3 class=\"heading h3\"><strong><a id=\"one\"><\/a>1. <a id=\"gen\"><\/a>Generative AI: The game changer in personalized CX<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Generative AI is the use of artificial intelligence software to produce data-driven assets such as text, imagery, synthetics, and other media.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Generative AI offers numerous applications, but has particular value in the service sector. It supports faster analysis of documents and service interactions, with supporting recommendations to guide reps more effectively through customer interactions. It also enhances self-service functionality through chatbots, including more accurate and efficient answers to customer questions.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"><strong><a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcx-ga-announcement\/\"> RingCentral&#8217;s AI-first contact center, RingCX<\/a><\/strong>, utilizes generative AI to understand and predict customer needs, which means you can more easily personalize solutions in real time:\u00a0<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-55814\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/12\/GIF_RingCX_RingSense_blue-1.gif\" alt=\"\" width=\"1200\" height=\"720\" \/><\/p>\n<h3 class=\"heading h3\"><strong><a id=\"two\"><\/a>2. <a id=\"omni\"><\/a>Omnichannel evolution: Seamless interactions across platforms<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> The term <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/omnichannel-vs-multichannel-whats-the-difference\/\">omnichannel<\/a> describes companies that offer customers opportunities to interact across all major platforms. Doing so meets the demand for convenient, anywhere, anytime access.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Social media, email, chat, instant messaging, and voice are some of the common methods through which customers engage a business. Simply having a process on each channel isn\u2019t enough; your customers want a seamless experience as they shift from one channel to the next.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> As a unified communications system, RingCentral is specifically designed to enable seamless interactions across all popular communication methods. Each of your agents can interact with customers across all channels within a single platform. This service approach optimizes efficiency and CX at the same time.<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49254\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/Screen-Shot-2021-09-20-at-11.27.51-AM.png\" alt=\"call center improvement ideas - omnichannel customer service\" width=\"597\" height=\"546\" \/><\/p>\n<h3 class=\"heading h3\"><strong><a id=\"three\"><\/a>3. <a id=\"smarter\"><\/a>Smarter chatbots: Beyond basic queries<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Historically, <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ways-to-use-chatbots-strategically-in-your-contact-center\/\">chatbots<\/a> have offered a lot of promise but limited practical benefit to the customer experience. However, AI-driven chatbots have grown in understanding of customer sentiment, analytics capabilities, and overall ability to meet customer expectations. These now act as sophisticated digital concierge rather than simple gatekeepers.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Enhanced by deep learning, modern chatbots handle much more complex queries on a multitude of topics. This capability reduces the workload on live agents to address common questions. Leveraging AI, bots learn quickly from interactions and develop accurate predictive capabilities for customer needs. <\/span>However, it\u2019s essential to maintain a balance. Automation shouldn&#8217;t replace every human interaction. Bots are ideal for routine inquiries, but they can create frustrating experiences when a customer requires empathy or deeper expertise.<\/li>\n<\/ul>\n<ul>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral chatbots leverage the full power of AI. They provide a more proactive approach to ensuring customers get the best solutions, even before they realize they need them. In the competitive marketplace, this CX advantage is a game-changer.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><strong><a id=\"four\"><\/a>4. <a id=\"immersive\"><\/a>Immersive CX: Engaging customers like never before<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> An immersive customer experience is one that leverages immersive technology to enhance customer engagement opportunities with a brand.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Augmented reality, virtual reality, and mixed reality are primary immersive technologies used to revolutionize the customer experience. These technologies allow for a variety of interactive experiences where customers engage more personally with businesses and products.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> AI-enabled communication is the primary focus of RingCentral. However, the <a href=\"https:\/\/www.ringcentral.com\/ringcx.html\"><strong>RingCX<\/strong><\/a> integrates seamlessly with many popular tech applications, including immersive tools. These integrations ensure a holistic and futuristic CX.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><strong><a id=\"five\"><\/a>5. <a id=\"conver\"><\/a>Conversation intelligence: Understanding customers on a deeper level<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"><a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/conversation-intelligence-an-interview-with-our-head-of-ai-prashant-kukde\/\"> Conversation intelligence<\/a> is the use of AI software to derive meaningful data from customer interactions. The objective is to gain a more comprehensive and accurate understanding of dynamic customer behaviors during service interactions.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> CI goes far beyond the previous capabilities of chat analytics. It allows a deeper dive into customer sentiment, needs, and preferences. These human-like features of interactions have long been the missing link to optimized AI analytics.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b> <a href=\"https:\/\/www.ringcentral.com\/ringcx.html\"><strong>RingCX<\/strong><\/a><span style=\"font-weight: 400\"> ensures that every interaction is a step toward understanding your customers better, which leads to improved training and more personalized, effective communication:\u00a0<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-54862\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2023\/08\/RingCX_hero_blue.png\" alt=\"\" width=\"930\" height=\"700\" \/><\/p>\n<h3 class=\"heading h3\"><strong><a id=\"six\"><\/a>6. <a id=\"customer\"><\/a>Customer journey: A more connected path to success<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Customers go through a process or pathway before connecting with your business, product, or service agent. Each key touchpoint or stage of the journey creates opportunities for positive or negative sentiment.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Much of the focus on CX analytics centers on the end result. However, the digital customer journey has long been disjointed, frustrating, and cumbersome for customers. By analyzing the journey from a holistic view\u2014and aligning internal team collaboration with external customer service\u2014businesses can better optimize the entire experience for customers.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral\u2019s AI-driven analytics and omnichannel opportunities are a great combination for evaluating every step of your customer journey. AI sentiment analysis helps determine the points at which customers experience frustration so you can quickly address problem areas.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><strong><a id=\"seven\"><\/a>7. <a id=\"mobile\"><\/a>Mobile CX improvement: Meeting customers where they buy<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Mobile commerce continues to evolve at a rapid pace. <\/span><a href=\"https:\/\/www.statista.com\/chart\/13139\/estimated-worldwide-mobile-e-commerce-sales\/#:~:text=According%20to%20Statista%27s%20Market%20Insights,expected%2062%20percent%20in%202027.\"><span style=\"font-weight: 400\">According to Statistica<\/span><\/a><span style=\"font-weight: 400\">, mobile now accounts for 60 percent of all e-commerce revenue. Projections indicate the growth trend will continue into the foreseeable future.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> The digital experience for customers on mobile is unique relative to traditional desktop or laptop experiences. Many websites still aren\u2019t mobile-optimized. Apps are often clunky. Page-load speeds sometimes trail desktop versions. Addressing all of these issues is vital to attracting and retaining customers that primarily engage via mobile.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral is designed to enable reliable access from any device, anywhere, at any time. This reliability eases the burden on customers who need to make a connection. Journey-based AI analytics also simplify the process of evaluating problem areas in your m-commerce experience.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><strong><a id=\"eight\"><\/a>8. <a id=\"prio\"><\/a>Prioritizing security: A safer customer experience<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> An unfortunate result of expanded digital engagement is increased opportunities for hackers. <a href=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cybersecurity-predictions\/\">Cybersecurity<\/a> is a major topic within the CX experience, as providing optimized security is a top priority.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Data warehouses, user logins and accounts, and electronic transmissions are all vulnerable to adverse agents. Implementing the most advanced security protocols for each area helps protect the security and privacy of customer data. Cloud technologies further drive CX innovation by not only increasing agility but also by providing secure, flexible data environments. Adopting a cloud-first strategy makes managing user logins and secure communications far more efficient.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral prioritizes the most advanced safety protocols to ensure all interactions with your business are private and secure. End-to-end encryption and multi-factor user authentication are primary examples.\u00a0<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h2 h3\"><a id=\"nine\"><\/a>9. <a id=\"more\"><\/a>More<b> self-service: Balancing self- and agent-supported opportunities<\/b><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Customers want access to self-service tools for situations in which live-agent support isn\u2019t necessary. However, many self-service tools have limited usability.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Self-service in the digital environment includes access to common resources online. It also includes interactive chatbots for simple or common questions. For more complex circumstances, the ability to escalate to an agent interaction is needed. Leveraging the capabilities of generative AI, companies now offer substantial self-service experiences that are more helpful than frustrating.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral equips businesses with generative AI that allows for highly accurate handling of complex interactions via chatbots. Giving customers access to this self-service opportunity benefits CX and preserves agent time for more challenging conversations. The goal isn\u2019t to remove the human element but to empower it where it adds the most value.\u00a0<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><a id=\"ten\"><\/a>10. <a id=\"data\"><\/a>Data collection: More emphasis on primary data gathering<\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Much of the data collected in the digital environment has been through third parties. However, in light of cybersecurity concerns, privacy ethics and other factors, there is a push for a \u201cCookie-free\u201d focus on data gathering.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Your company collects primary or first-hand data directly from customers. Contact forms, online and offline surveys, and digital interactions all provide data-gathering opportunities. This creates a unified view of customer information, which the majority of CX professionals agree is the key to a great experience.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> Contact forms allow for a variety of controlled data gathering, as do surveys. More focus in the service sector now falls into the category of interactive sentiment or conversation intelligence. RingCentral supports secure collection and storage of data in all capacities.\u00a0<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><a id=\"eleven\"><\/a>11. <a id=\"buyer\"><\/a>Buyer personas: More real-time adaptation<\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> A buyer or customer persona is a detailed profile of a customer type. It gives businesses real-person insight into the needs, motives, and behaviors of customers. Historically, companies could leverage personas for planning and development in advance.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> In 2026, there is more emphasis on what is called the \u201csynthetic customer.\u201d This is essentially a real-time evolution of the buyer persona. It is a view of a customer based on new activities, interactions, and behaviors. The ability to more quickly adapt to the evolving customer creates enhanced opportunities for CX optimization.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> The sentiment data RingCentral supports through conversation intelligence is perfectly aligned with the goal of the synthetic customer. Tracking all interactions across platforms ensures your current customer view is accurate and thorough.<\/span><\/li>\n<\/ul>\n<h3 class=\"heading h3\"><strong><a id=\"twelve\"><\/a>12. <a id=\"cont\"><\/a>Continuous agent development: Training, cross-training and reinforcement<\/strong><\/h3>\n<ul>\n<li style=\"font-weight: 400\"><b>Definition:<\/b><span style=\"font-weight: 400\"> Companies increasingly recognize that you can\u2019t optimize your customer experience without enhancing the capabilities of agents that support it. Improved training, along with more awareness of employee wellness, lead to more satisfied, productive, and effective agents.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Application:<\/b><span style=\"font-weight: 400\"> Initial training of new agents is used to introduce reps to primary job roles, activities, and technology. However, ongoing or reinforcement training is necessary to allow agents to refresh and review critical tasks and tools. Additionally, companies increasingly recognize that customer experience cannot be optimized without enhancing the capabilities of agents that support it.<\/span><\/li>\n<li style=\"font-weight: 400\"><b>Highlight:<\/b><span style=\"font-weight: 400\"> RingCentral\u2019s omnichannel communication platforms support flexible training. Video conferencing allows for individualized or group-based meetings. Interactive tools allow for hands-on learning. Organized document storage and sharing tools provide the means for ongoing, access-on-demand reinforcement. And the ability to gather performance data ensures ongoing coaching is personalized to each employee.<\/span><\/li>\n<\/ul>\n<h2><strong><a id=\"cx\"><\/a>CX trends to watch: Stay on top with RingCentral in 2026<\/strong><\/h2>\n<p><span style=\"font-weight: 400\">The trends discussed here are shaping the CX landscape for 2026. Customer experience is a determining factor in business success in the digital age. Customers expect you to meet their demands for seamless, omnichannel interactions. Embrace these trends and seize the opportunities they offer to optimize your CX.<\/span><\/p>\n<p><span style=\"font-weight: 400\">The best way to learn how RingCentral\u2019s AI-first customer experience platform can boost your CX is to witness it firsthand.\u00a0<\/span><\/p>\n<p style=\"text-align: center\"><span style=\"font-weight: 400\"><a href=\"https:\/\/www.ringcentral.com\/ringcx.html\" onclick=\"window.open('https:\/\/www.ringcentral.com\/ringcx.html', '_blank'); return false;\" class=\"shedule-demo-button\">Explore RingCX<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In 2026, customer experience trends build upon the groundwork laid in 2023 and before. The digital age has created increased opportunities for organizations to interact with the marketplace. Reflecting on the rapid digital transformation of recent years, we have learned that keeping the customer experience front and center drives better revenue and greater success than &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":55875,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4],"tags":[],"class_list":["post-53972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>12 customer experience (CX) trends to watch in 2026<\/title>\n<meta name=\"description\" content=\"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here&#039;s are the CX trends to watch in 2026.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/cx-trends\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"12 customer experience (CX) trends to watch in 2026\" \/>\n<meta property=\"og:description\" content=\"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here&#039;s are the CX trends to watch in 2026.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/cx-trends\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2026-01-10T17:14:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-05T22:53:01+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/CX-blog-Cover-take-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Andy Watson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/CX-blog-Cover-take-1.png\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Andy Watson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/cx-trends\/\"},\"author\":{\"name\":\"Andy Watson\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf\"},\"headline\":\"12 customer experience (CX) trends to watch in 2026\",\"datePublished\":\"2026-01-10T17:14:39+00:00\",\"dateModified\":\"2026-02-05T22:53:01+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/cx-trends\/\"},\"wordCount\":1841,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg\",\"articleSection\":[\"Business &amp; leadership\",\"Customer &amp; employee experience\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/cx-trends\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/\",\"name\":\"12 customer experience (CX) trends to watch in 2026\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg\",\"datePublished\":\"2026-01-10T17:14:39+00:00\",\"dateModified\":\"2026-02-05T22:53:01+00:00\",\"description\":\"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here's are the CX trends to watch in 2026.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg\",\"width\":2048,\"height\":1366,\"caption\":\"Young Asian man excited to receive his online order and open the package\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"12 customer experience (CX) trends to watch in 2026\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf\",\"name\":\"Andy Watson\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\",\"caption\":\"Andy Watson\"},\"description\":\"Andy Watson is the Director of Product Marketing for CX Solutions. Prior to joining RingCentral in 2021, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.\",\"sameAs\":[\"https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011\"],\"url\":\"\/us\/en\/blog\/author\/andy-watson\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"12 customer experience (CX) trends to watch in 2026","description":"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here's are the CX trends to watch in 2026.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/cx-trends\/","og_locale":"en_US","og_type":"article","og_title":"12 customer experience (CX) trends to watch in 2026","og_description":"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here's are the CX trends to watch in 2026.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/cx-trends\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2026-01-10T17:14:39+00:00","article_modified_time":"2026-02-05T22:53:01+00:00","og_image":[{"width":930,"height":720,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/CX-blog-Cover-take-1.png","type":"image\/png"}],"author":"Andy Watson","twitter_card":"summary_large_image","twitter_image":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/CX-blog-Cover-take-1.png","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"Andy Watson","Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#article","isPartOf":{"@id":"\/us\/en\/blog\/cx-trends\/"},"author":{"name":"Andy Watson","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf"},"headline":"12 customer experience (CX) trends to watch in 2026","datePublished":"2026-01-10T17:14:39+00:00","dateModified":"2026-02-05T22:53:01+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/cx-trends\/"},"wordCount":1841,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg","articleSection":["Business &amp; leadership","Customer &amp; employee experience"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/cx-trends\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/","name":"12 customer experience (CX) trends to watch in 2026","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg","datePublished":"2026-01-10T17:14:39+00:00","dateModified":"2026-02-05T22:53:01+00:00","description":"Customer experience is more important than ever. Luckily, there are tons of tools to help. Here's are the CX trends to watch in 2026.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg","width":2048,"height":1366,"caption":"Young Asian man excited to receive his online order and open the package"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/cx-trends\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"12 customer experience (CX) trends to watch in 2026"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/1a877c7671d104daf3c234354412c9bf","name":"Andy Watson","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g","caption":"Andy Watson"},"description":"Andy Watson is the Director of Product Marketing for CX Solutions. Prior to joining RingCentral in 2021, he held UCaaS and CCaaS Product Marketing roles at Broadvoice and Mavenir. Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.","sameAs":["https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011"],"url":"\/us\/en\/blog\/author\/andy-watson\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2023\/01\/GettyImages-1471182564-scaled.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/andy-watson\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/ff71aa8cbe776f98972ac611517c4f6a0c2bde0a97ea2685717ee13fd2dc6838?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Andy Watson<\/span><\/a>","rc_author_full_name":"Andy Watson","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Andy-Watson-1-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/andy-watson\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a><a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">, Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/cx-trends\/amp","excerpt_title":"12 customer experience (CX) trends to watch in 2026","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/53972","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1145"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=53972"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/53972\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/55875"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=53972"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=53972"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=53972"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}