Membership Brainstorm on CX Investment Predictions for 2026

A Membership Brainstorm – an 80% Interactive Format. Brainstorm sessions zero in on a a key area of focus within a Council Critical Issue. Members engage in spontaneous group discussion to generate ideas and problem-solve about shared challenges.

Topic: CX Investment Predictions for 2026: Why Leading Organizations Are Doubling Down on Customer Experience, AI, and Employee Engagement

Moderator:
Alpa Shah, Global Vice President – CX Practice, Frost & Sullivan

Abstract:
Frost & Sullivan conducts an annual customer survey of CX solution decision makers to uncover corporate objectives, challenges, and investment plans. Improving customer experience (CX) ranks at the top once again, after a dip over the past few years when employee engagement and brand loyalty became more prominent goals. The biggest shift, however, is that AI infusion is finally improving self-service, agent capabilities, and customer satisfaction. In this session, we will take a deep dive into more of the survey results.

Three Key Reasons to Join:

1. Customer Experience is Back at the Top of the Agenda – Nearly 70% of contact center leaders now rank improving CX as their #1 business priority. Organizations are refocusing on customer outcomes as a key driver of growth, differentiation, and resilience.
2. AI is Delivering Measurable Results – Customer satisfaction with virtual agents continues to rise, while companies are reporting shorter wait times and lower handling times. AI is no longer experimental. It is helping organizations improve service quality and productivity at scale.
3. Modern Contact Centers Are Creating Better Experiences for Customers and Employees – More companies are adopting integrated omnichannel platforms, and attrition has dropped significantly, from 32.8% to 24.9%. The message is clear: organizations that invest in connected experiences and employee engagement are seeing stronger business outcomes.