E-commerce & sales

9 Customer experience trends for 2026 and beyond

Wed, 07 Jan 2026 18:11:31 +0100

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.

Why Steven Van Belleghem believes you should attend the Spotlight on Customer Experience event

Tue, 30 Sep 2025 12:15:23 +0200

We are happy to bring the leading Customer Experience Benchmark study to Belgium for the second time. Building on last year’s edition covering 64 brands across 14 sectors, this year we are unveiling 48 additional brands in 5 new sectors (clothing chains, fast food chains, supermarkets, insurances & car servicing). This makes it the most comprehensive CX benchmark in Belgium to date.
Will you be joining the Spotlight on Customer Experience event, organised by UBA & Kantar?

Future of Do Not Call list under threat

Fri, 27 Jun 2025 09:35:10 +0200

A new bill proposes to replace the popular Do Not Call list with an opt-in system. This proposed shift raises significant concerns among businesses, contact centres and consumers.