The CX trends that matter in 2026
Most CX leaders are preparing for an agentic future — autonomous systems, self-driving journeys, instant transformation.
And yet, 2026 won’t look like that.
In this episode, Jochem challenges the dominant AI narrative and explains why the real shift in CX is quieter, slower, and far more operational than the hype suggests. Instead of full autonomy, we’re seeing targeted agent adoption: narrow AI systems quietly reshaping work at the edges of journeys.
The transformation isn’t explosive. It’s infrastructural.
As AI accelerates insight production, the bottleneck moves elsewhere. Data validation becomes critical. Trust becomes the constraint. And CX teams shift from producing insights to stewarding reliability across systems.
Speed alone is no longer the advantage — coordinated trust is.
What you’ll learn:
Why 2026 is about agent adoption, not agentic transformation
How narrow AI agents reshape CX without replacing workflows
Why data validation becomes the limiting factor for AI scale
How CX teams move from insight generation to trust stewardship
What asynchronous AI work means for decision-making depth and pace
Watch the episode:
See why the future of CX isn’t about replacing humans with agents. It’s about building operational foundations that allow both to work together at scale.
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