2026年及以后的技术趋势：以人为基础的支持推动商业价值

TECHNOLOGY TRENDZ TOWATCH IN 2026 & BEYOND: Driving Business Value withHuman-Based Support A TrendzOwlexecutive brief Companies in the technology industry featurecomplex products with rapidly iteratingcapabilities. As such, the provision of Process Excellence.In a rapidly changing world, it’simperative to streamline processes to optimize efficiencyand improve business results with tools and workflows that In 2026 and beyond,TrendzOwl proposesthree intertwined themes Business Value.In light of the complex and uncertainnature of developments in the AI space, businessleaders should maintain reasonable expectations when Human-Centric Support.Ironically, the technology sectorhas a unique need for human beings to drive white-gloveCX for product, service, and application support services(levels 1, 2, and 3) across interaction channels for all types of TRENDZ SPOTLIGHT Delivering Business Value in anAge of Transformation People-Centric Transformation& the Changing Customer In 2025, trade tensions continue to transform the globaleconomy. Across geographies, tariffs are putting upwardpressure on consumer prices for tech products such aslaptops and smartphones. “With tariffs starting to realigntrade flows and supply chains, the economic effect is As McKinsey explains, it’s essential to reinvent technologyarchitecture to support the customer’s changing needs.However, at too many firms, channels are still supportedby siloed architecture designed for transactions ratherthan experiences. As a result, more firms must redesign Transformation is also impacting the tech sector in theform of business transformation initiatives rooted inAI. But there’s an important plot twist. “Companies thatcleaned up their data, modernized their technologyinfrastructure, reduced technical debt, simplified, At the same time, according to Joe Peppard, professorand academic director at UCD Michael Smurfit GraduateBusiness School, companies should be “encouragingemployees to use AI tools, to experiment and try thingsout, and to pursue ideas organically… The best ideas will When it comes to customer support, specifically inthe technology industry, the key challenge with AI “is TECHNOLOGY TRENDZ TO WATCH IN 2026 & BEYOND:Driving Business Value with Human-Based Support HUMAN-CENTRIC SUPPORT People-Centric ChangeEvidence suggests a persistent need for human support in customer management. Recently, the COPC GlobalBenchmarking Series research examined preferredinteraction channels and their effectiveness. “While 39% of customers initiate contact via phone, 42% concludetheir interactions over the phone. The finding points As such, AI’s capabilities should be kept in perspectiveregarding customer support. MIT economist DaronAcemoglu, winner of the 2024 Nobel in economic science,has considered the impact of technical innovationson global economics and “is skeptical about the more Indeed, it’s important to remember that skepticismabout the reasoning abilities of large language models(LLMs) remains warranted. After all, “LLMs use novelnonhuman processes to create human-seeming wordoutput (or images or computer code). These processes “While 39% of customers initiatecontact via phone, 42% concludetheir interactions over the phone.The finding points to a preferencefor direct, real-time communicationwhen there is no resolution TECHNOLOGY TRENDZ TO WATCH IN 2026 & BEYOND:Driving Business Value with Human-Based Support WORLDWIDE REGIONAL TRENDZ Europe: Where Better Infrastructure WillEnable Better Experiences The United States: Getting the Balance RightEven as American consumers confront the prospect of high- er prices on consumer electronics due to tariffs, they expectnear-instantaneous support, particularly in the tech sector.Yet according to Forrester’s 2024 U.S. Customer ExperienceIndex, “the overall quality of customer experience in theU.S. has declined for the third consecutive year. Only 14% of For Europe, digital innovation also plays a centralrole in a seamless support experience. However, inEurope’s complicated market, with such a diversityof languages, tech deployment will demand moremachine translation and automation capabilities. Nor is digitization a smooth process across Europe.According to a recent report by the GSMA, whenit comes to the connectivity needed to enablecustomer support, Europe “continues to ‘lag’ behindother advanced regions such as North America, East Is there a connection between the rapid rate of digital trans-formation and these numbers? COPC notes, “Automationand AI, intended to enhance efficiency, often result in imper-sonal interactions, leaving customers disconnected. Staffing McKinsey puts it this way — “Even the technology developersand the development teams in the technology organiza-tion have to be oriented toward customer experience, notthe applications.”12It’s a tricky balance to get right. As TPexplains, “embracing digital channels and anticipating the So, while digital infrastructure