The top 10 AI trends
CX leaders must act on in 2026

Wednesday, January 14, 2026 | 11:00 am EST / 16:00 GMT

Today’s consumers judge every interaction against the best experience they’ve ever had, and they’re quicker than ever to walk when brands fall short. AI has pushed expectations higher, faster.

In this session, CX expert Shep Hyken reveals where customer expectations are heading and the Top 10 AI trends that will define how enterprises deliver in 2026.

Learn where AI transforms experiences, where human oversight still matters, and how leading brands are closing the gap between what customers want and what CX delivers.

You’ll walk away ready to:

• Act on the AI trends shaping 2026 customer expectations
• Deploy AI agents and conversational AI to eliminate friction at scale
• Optimize human oversight with intelligent automation to deepen customer trust
• Apply connected intelligence in a way that elevates experiences in every moment

Speakers:

Shep Hyken, Award winning, CX Expert
Michele Carlson, Director of Product Marketing, NiCE