Customer service in 2026: Trends, challenges & the future - Fireside chat
24 Sep 2025
THE FUTURE OF CUSTOMER EXPERIENCE STAGE
B2B
B2C
General eCommerce Insights
Growth & Customer Acquisition
Technology & Innovation
For customer experience leaders, operations managers, and digital transformation teams who want to stay ahead of service trends, prepare for shifting customer expectations, and explore the impact of emerging technologies like agentic AI.
Customer service is entering a new era, where expectations are higher, channels are multiplying, and technology is evolving faster than ever. Jo and a brand leader will discuss key insights from their report, which explores the trends shaping 2026. The brand leader will share a real-world case study on how their business is adapting to these changes, while Jo will link it back to broader research findings. Businesses that adapt early will be better positioned to deliver faster, smarter, and more human-centric service.
What you can expect to takeaway:
• The top service trends redefining the customer experience landscape in 2026
• How agentic AI is moving beyond chatbots to handle real problem-solving
• Actionable predictions to future-proof your support strategy
Level it's for: Head of / Director
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