What's Next in CX 2026 Quiz

1 We waste too much on manual analysis, spending ages digging for insights.
2 Customer experiencing friction and us not knowing where those frustrations are occuring across channels.
3 Slow time-to-market for new features or AI integrations.
4 High cost of effort to create individualised customer experiences.
5 Unclear prioritization because validating ideas in data takes too long.

1 Automating workflows by handling routine tasks and automatically spotting insights.
2 Customer support and improving chatbots across the customer journey.
3 Product innovation and speeding up product features and innovations.
4 Personalization, predicting the next best move and real-time tailoring.
5 Data intelligence, assisting in analysis and next steps to get to insights quicker.

1 It's often too hard or takes too long to get to the right data.
2 Our data isn't connected across the customer journey
3 Our data is fragmented across tools, systems don’t talk to each other, and we can’t act on insights quickly.
4 We struggle to segment our data: audiences aren’t clearly defined, targeting is broad, and we can’t deliver relevant experiences at scale.
5 The data is not actionable - we have dashboards but struggle to agree on the next step.

1 The frustration they experience when interacting with AI agents and chatbots.
2 Our customers' experience is inconsistent across channels
3 Behind compared to their competitors on engaging and up to date features.
4 Failure to convert because we can't tailor the content to the visitor's needs.
5 Making sense of insights takes too long to action - by the time you get to the insights from the data, your customers already have new problems

1 Proactively predict and roll out experiences that delight customers before they even ask.
2 Give customers a seamless experience at every touchpoint with our brand, online & offline.
3 Introduce more AI-native features within our user experience roadmap.
4 Hyper-personalize the experience for every individual at scale.
5 Transform data velocity from reactive reporting to real-time action.

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Which CX trend should you focus on to win in 2026?