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Customer Service and Customer Experience Predictions for 2026 getty Welcome to my annual article featuring customer service and customer experience (CX) trends and predictions. This year is another two-part article divided into two specific categories. Part One features trends and predictions that have little or nothing to do with AI. It may be that technology, including AI, helps drive the trend, but the overarching concept is not specific to AI. Part Two (coming next week) will include my AI and technology predictions. With that in mind, here are the first five of my 10 predictions: When it comes to customer service and CX, customers continue to be smarter. I’ve opened with this same trend for several years, and it is becoming more relevant each year. Our customers know what great customer service is. They don’t compare you to your direct competitor. Instead, they compare you to their favorite company or brand to do business with. That sets a subconscious benchmark for what they consider good service. Brands like Amazon, Apple, Costco, Ritz-Carlton and others known for delivering a great experience are who you are now compared to. Proactive service will become a new competitive advantage. Convenience and speed have been important competitive differentiators. Now, we can add the concept of proactive service. Proactive service equates to “no service,” meaning customers don’t have to reach out because you’ve already fixed the problem or communicated with them before they needed to. For example, you receive an email or text message from your internet provider informing you of an outage, with updates on the progress they are making to repair the problem. Or the airline that informs you of a travel delay and automatically rebooks you so you don’t have to pick up the phone and wait on hold to talk to an…

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Filed under: News - @ December 7, 2025 1:13 pm