9 Customer experience trends voor 2026 en daarna

Steven Van Belleghem, Nexxworks

16 december 2025

Customer experience gaat een nieuwe fase in. Niet een incrementele, maar een structurele verschuiving. AI is niet langer een hulpmiddel aan de zijlijn, maar wordt onderdeel van hoe klanten zoeken, beslissen, kopen, klagen, contact leggen en zelfs voelen.
Hieronder staan negen trends die de customer experience in 2026 en daarna zullen bepalen. Sommige zijn ongemakkelijk. Maar allemaal zijn ze onvermijdelijk.

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9 Customer experience trends voor 2026 en daarna

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