The rise of AI-first operating models, combined with APAC’s linguistic diversity, digital expectations, and accelerating regulation, is redefining what it means to deliver service at scale. In 2026, customer experience in APAC won’t be won on channels or headcount — it will be won on how effectively organisations orchestrate human and AI intelligence on a single platform.

To understand how practitioners across the region are navigating this transition, CX Network partnered with NiCE on a region-wide study exploring the barriers slowing innovation — from data and AI literacy to budgets and culture — where organisations stand on the journey from on-premise to cloud, and the capabilities practitioners view as essential for 2026.

CX in 2026: The trends APAC practitioners need to know presents the results of that research alongside expert commentary from practitioners at GXS Bank, Super Retail Group, John Holland Group, Cigna Healthcare, Regional Australia Bank, the Power of CEX, and NiCE. It serves as both a benchmark and a roadmap for leaders looking to understand their current maturity and move confidently into an AI-first future.

Download the report to explore:

• The top trends, developments, and investment priorities shaping customer experience in 2026
• Research-led insights from CX Network, NiCE, and Forrester into the future of CX in APAC
• How leading APAC organisations are applying AI, data, and automation to deliver better experiences