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9 Customer experience trends for 2026 and beyond

Steven Van Belleghem, Nexxworks
Trends2026_60'_iStock-2228549496.jpg

Customer experience is entering a new phase. Not an incremental one, but a structural shift. AI is no longer a tool on the sidelines, it’s becoming part of how customers search, decide, buy, complain, connect, and even feel. 
Below are nine trends that will shape customer experience in 2026 and beyond. Some are uncomfortable. All of them are unavoidable.

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