Customers no longer compare your customer service to your direct competitors. They compare it to the fastest, most seamless experience they’ve had anywhere – across any industry, as we explored in The Top AI Trends CX Leaders Must Act On in 2026 webinar.
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Transforming customer experiences
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When people think about their patient experience, they aren’t just thinking about the outcome of their healthcare treatment.
Every day, contact center agents navigate an increasingly complex reality. They switch between channels. They balance speed with empathy. They manage policy, compliance, customer emotion, and resolution, often within the same interaction. And they do all of this under constant pressure to perform.
As customer experience leaders start 2026, many are grappling with an uncomfortable reality: organizations believe they’re delivering great service, but customers often disagree.
Over the past year, I’ve had the privilege of speaking with CEOs, board members, and industry leaders across every sector we serve.
Step inside The Room Where It Happened, Season 3 – a thought-leadership video series exploring how CX AI is transforming customer experience at enterprise scale.
Picture a world where AI agents can send customers perfectly timed, personalized messages on their preferred channel, alerting them to possible fraud or notifying them of utility service outages. Yes, proactive engagement has entered a new era.