A new CX Trends report reveals how contextual intelligence—powered by AI, data, and human understanding—is setting a new global benchmark for speed, personalisation, trust, and predictive service.
As we approach 2026, the way we experience customer service is shifting faster than ever. Businesses are no longer measured just by speed or efficiency; what truly sets them apart is their ability to understand you in the moment.
Zendesk’s 2026 Customer Experience (CX) Trends report highlights this shift, showing how contextual intelligence—the fusion of AI, real-time data, and human insight—is redefining what great service truly means.
CX Trends 2026 is based on insights from over 11,000 respondents worldwide, combining two global surveys conducted across 22 countries.
The study, based on insights from thousands of consumers, CX leaders, and customer service agents around the world, shows that the future of CX lies in intelligent, adaptive experiences that feel personal, predictive, and perfectly timed.
The Rise of Contextual Intelligence
This year’s report highlights how the most successful companies are blending the capabilities of AI with the emotional intelligence of human service, using data and context to anticipate needs and deliver help before customers even ask.
“AI is not the differentiator anymore. How intelligently you apply it is. When 85% of CX leaders say one unresolved issue is enough to lose a customer, speed, accuracy, and empathy become non-negotiable,” said Tom Eggemeier, Chief Executive Officer of Zendesk.
“The best systems connect past interactions to present intent to anticipate what is next, putting contextual intelligence in action. That is the balance Zendesk delivers: automation that feels personal and builds trust by bringing real context to every conversation.”
5 Key Trends Driving the Future of Service
The Zendesk CX Trends 2026 report identifies five key shifts shaping customer experiences in the year ahead:
1. Memory-Rich AI Enhances Personalisation
Memory-rich AI is raising the bar for personalisation by carrying context across channels and time—recalling past behaviour, timing, and preferences to deliver continuous, relevant interactions.
Consumers now expect service that picks up where they left off: 81% want agents to continue the conversation without backtracking, and 74% are frustrated when they have to repeat information.
As these capabilities mature, 67% expect brands to tailor support based on prior interactions. High-maturity organisations are already capitalising on this, with 85% of CX leaders calling it critical to building truly personalised journeys.
2. Instant Resolutions Become the Default
Instant resolutions are becoming the baseline expectation, as AI and self-service accelerate consumer demand for fast, accurate support across all touchpoints.
85% of CX leaders say customers will drop brands that cannot resolve issues on first contact, and 86% of consumers say responsiveness and accurate resolution highly influence their purchase decisions.
High-maturity firms report that AI materially accelerates first-reply and full-resolution speed, helping brands meet the rising expectations of modern customers, while 74% of consumers now expect 24/7 service due to AI.
3. Multimodal Support Transforms Communication
Multimodal support enables seamless help through the best combination of voice, chat, and visual sharing. Customers now expect to communicate in the way that best suits each interaction, while AI ensures continuity and efficiency across formats.
76% of consumers say they would choose a company that allows text, images, and video in the same thread without restarting, 79% of CX leaders say customers now expect the option to use video or visual sharing during support interactions, and 83% believe Voice AI is finally reaching the point where it has the potential to significantly evolve the CX.
High-maturity firms report that 93% of their AI agents handle at least one non-text medium, compared with just 54% for low-maturity peers.
4. Promptable Analytics Redefine CX Success
Promptable analytics and AI-driven metrics are redefining CX success. Leaders can now access real-time insights and actionable intelligence, empowering teams to make faster, data-informed decisions that align with both customer needs and internal objectives.
82% of leaders say promptable analytics unlock insights in seconds, 81% agree giving employees the ability to query data democratises decision-making, and 87% say AI is already improving data and analytics.
High-maturity firms track AI-driven metrics at triple the rate of low-maturity peers, including automation success rates (66% vs 21%).
5. AI Transparency Builds Trust and Loyalty
AI transparency has become a non-negotiable expectation, with consumers demanding clear explanations for automated decisions. Companies that embed transparent processes into AI workflows build trust and strengthen loyalty.
79% of consumers say plain-language reasoning is important, 95% expect an explanation for AI-made decisions, and 80% of CX leaders agree AI transparency will be required for any customer-facing AI within two years.
High-maturity organisations are preparing, with 98% already having or planning AI reasoning controls, in sharp contrast to only 40% of low-maturity organisations that report doing the same.
Together, these trends illustrate how intelligence and knowledge are converging to create faster, more personalised, and deeply aware customer experiences.
The Future of CX: Intelligent, Predictive, Human-Aware
This report underlines how contextual intelligence is becoming the defining force behind next-generation CXs. As contextual intelligence scales, companies will be able to anticipate needs, resolve issues instantly, and build trust through transparent and emotionally intelligent service.
As Tom Eggemeier puts it, “The best systems connect past interactions to present intent to anticipate what is next, putting contextual intelligence in action.”
This encapsulates the broader direction highlighted in the research: a future where intelligence, empathy, and timing converge to create experiences that strengthen customer trust.
Ultimately, contextual intelligence will become the foundation for companies to deliver exceptional CX, differentiate in the market, and cultivate lasting customer relationships.
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