2026年CX技术状况

The seven technologieschanging CX, as identified byCX Network’s research INSIDE Foreword Contents of algorithmic buyers forces organizations to adapteverything from data utilization to operationalefficiency, and ensure they are visible, interpretable, andcompetitive to this new class of customer. CX has long been shaped by the tools practitionersuse to improve customer outcomes. But in the last threeyears,CX Network’s annual research into the state of CXhas seen technology play an increasingly larger role inthe work of practitioners. Today’s top CX trends are nolonger rooted in loyalty, trust, or employee experiencebut AI agents, conversational interfaces, and data. Forewordpage 2 CX Network Expertspage 3 These shifts have forced CX to ask some definingquestions: How do we educate customers on datacollection and consent? What architecture capabilitiesdo organizations need to build towards to be ready forthe next wave of innovation? And, given what we knowtoday, what capabilities will CX likely need in future? About the respondentspage 4 In tandem, changing customer behaviors and newconsumer technology have placed even greater focuson new CX tools, making the application of AI acrossbusiness processes non-negotiable. This shift hasaccelerated in the last 12 months, as the emergence The 7 technologies changing CXpage 8 Increasingly, these are not questions of capability alone,but of structure, pointing to a deeper re-evaluationof how CX systems are designed, connected, andoperated. To lead in this respect, organizations mustoperationalize AI across the enterprise, rather thanexperiment in isolation. The obstacles facing CX tech investmentpage 13 The next wave of innovationpage 17 Conclusionpage 20 This report featuresCX Network’s research into thestate of CX and case studies from Bosch, Tripadvisor,and Toyota that demonstrate how the cutting-edgetools identified by the research can deliver measurablebenefits in the real world. The report also featuresinsights from CX and AI specialists from retail, consulting,and academia to contextualize the numbers and explainwhy the challenge is no longer simply identifying theright technologies but enabling them to operate as partof a cohesive system. About NiCEpage 21 AboutCX Networkpage 22 About CCWpage 24 CX Network Experts Our interviewees are CX professionals in major organizations. Their analysis in this report draws on their experience at their current organizations and others. Sebastian Glockdirector of product marketing forNiCE Cognigy About the respondents The findings in this report are taken fromCX Network’s annual survey,conducted in December 2025 and January 2026. This year, the survey wascompleted by 342 CX practitioners, service leaders, experience designers,analysts, authors, and consultants from around the world. With theresponse data as a guide, this report establishes the most important CXtech in 2026 and explains how organizations can best adapt, invest, anddeploy for success. Figure 2 Which title best describes your current role? To contextualize the findings, this section details the locations,departments, seniority, and job function of the survey respondents. Pleasenote that due to rounding, some figures may not total 100 percent. Figure 1 An industry analyst, researcher,commentator, author/blogger Figure 3 In which functions/departments do you sit? Figure 4 In which industry do you operate? Figure 5 Which geographic region are your responsibilities focused on? The 7 technologies changing CX analytics and conversational AI and virtual assistants(both selected by 15 percent), and cloud services/migration (11 percent). WhenCX Networkconducted its annual research intothe state of CX in 2026, practitioners were asked twokey questions: Taken together, the crossover between these resultshighlight there are seven key technology-related trendselevating and transforming CX in 2026: This alignment between trends and investmentsuggests that many organizations are moving inthe same direction. The differentiator, therefore,is unlikely to be what is invested in, but how thoseinvestments are connected, deployed, and scaledacross the enterprise. Agentic AI and AI agentsConversational AI and virtual assistantsAI/ML for business operationsGenerative AI chatbotsAutomationData insights, analyticsAI-first customer journeys Which three of the listed CX trends do you expectto have the greatest impact on your role to 2030? In which areas do you plan to invest in to achieveyour strategic goals in 2026? In response to the first question, the research confirmedthat the top CX trends influencing practitioners areheavily focused on artificial intelligence (AI). For thesecond consecutive year, AI-powered technologiesfor operations emerged as the top response (selectedby 24 percent) and was followed by agentic AI andAI agents (21 percent), AI-first customer journeys/customers using AI for product research (17 percent), andconversationa